Why Intercom is Integral

Review of the no-hassle client communication platform


Complicated = Outdated (image from www.process.st)

Intercom combines all parts of your company’s client facing communication into one unified location.


Intercom’s simplified process (image from www.process.st)

The visuals from their website portray how they reinvented the wheel when it comes to personalized communication with clients, taking it from the old way into their new, clean and simple version.

Intercom is a communication tool + email automation + help center + shared inbox all rolled into a single platform.

Plus, to make it even better, they have a well documented API so that you can customize your experience. Like all of the tools we use at Leverage, it’s not enough to just know about the tool.

In order to really get the most out of any service, you need to customize the experience and use a developer to customize the way YOU need it to be used.

At Leverage, we connect intercom to our database, allowing us to receive details such as customer information, total revenue per client and a hub of internal notes on each person — all in one place.

With its zapier integration, you can set up commands, such as tagging any client that reports an issue, automatically starting a checklist in Process Street for that issue, and automatically filling in a client’s necessary information. It can also integrate with your email, text and Facebook, therefore if someone sends you a message on any of these platforms, you can choose to have it sent to your Intercom inbox.

Intercom makes segmenting audiences and email marketing a breeze. You can choose who receives each message you send, whether it’s a one-time or recurring automated message AND who is going to be responsible for follow-up.

This list allows you to choose between sending a message to leads or your current customers, or take it to the next-level by choosing guidelines such as “customers that have done over 10k in revenue and have been active for at least three months” and send this custom message within minutes. You can even choose whether they receive this as an email or a push notification on their linked devices.


Segment by attributes

Assign sender and responder(s)

The example above shows how Intercom lets you choose the sender and responder. Nick will send a message and if a reply comes in, the Leverage management team will all be able to see it and respond, therefore more people can manage responses and eliminate wait time for the user.

Conversations can also be assigned at a department level, not just a person level, by creating rules. For example, you could create a rule that if the subject line of an email comes into the shared inbox and contains the word “receipts” it will automatically be sent to the finance department.

Now that you have an idea of how to set up a message for various audiences, let’s review some other helpful features of Intercom:

  • Do you know the chat boxes you often see pop-up on websites? It’s most likely from Intercom. These can be run automatically by selecting trigger parameters, and/or sent out manually for one-off messages. If you visit getleverage.com, you’ll notice we’ve set a timer so that once someone visits our homepage for 15 seconds, a video shows on screen.
  • There’s Intercom Educate, which are help centers and Q&A forums that live within Intercom — it allows you to create collections, and then have multiple articles within a collection. At Leverage, we have a Q&A collection for clients and an internal wiki for our freelancers.
  • Within your inbox, you have the capability of assigning certain messages to people. For example, if we receive a question about hiring, we’ll tag our HR manager so they know they are in charge of responding to that message.

If you’re interested in developing your custom Intercom, let us know! We’ll get a team member to set you up today.

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