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IntercomAnnouncement
A new dawn for the business messenger - The Intercom Blog
Summary
Intercom released the biggest update to its Messenger, completely rethinking how a business messenger should work beyond chat. With over 500 million conversations per month, the company observed that in 1 in 7 conversations people shared links to other tools, prompting the redesign. The update introduces a customizable Home screen that acts as a front desk, directing prospective and existing customers to the best outcome, whether talking to a person or self-serving. Messenger apps integrate third-party tools like Stripe, Shopify, and Google Calendar directly into conversations, and businesses can build custom apps for their own workflows via a new App Store. Intercom believes messengers will become the primary communication channel for internet businesses, combining personal conversation with intelligent automation to scale communication, diverging from personal messengers in important ways.
Context
Intercom observed that in 1 in 7 Messenger conversations, people shared links to other work tools, indicating a need for integrated workflows. The company believes messengers will become the primary communication channel for internet businesses, as they allow personal, real-time interaction at scale. The update aims to set a new standard for business-to-customer communication by combining chat with automation and third-party integrations.
Approach / What changed
The new Messenger includes a customizable Home screen that acts as a front desk, Messenger apps that integrate third-party tools like Stripe, Shopify, and Google Calendar directly into conversations, and an App Store for discovering and installing apps. Businesses can also build custom apps for their own tech stack.
Takeaways
The Messenger update introduces a customizable Home screen that provides a personalized front desk experience, allowing customers to self-serve or start a conversation.
Messenger apps enable integration of third-party tools like Stripe, Shopify, and Google Calendar directly into conversations, and businesses can build custom apps.
Intercom believes messengers will become the primary business communication channel, diverging from personal messengers by combining personal conversation with intelligent automation.
FAQ
What new features does the Intercom Messenger update include?
The update includes a customizable Home screen, Messenger apps that integrate third-party tools like Stripe and Google Calendar, and an App Store for discovering and installing apps. Businesses can also build custom apps for their own workflows.
Why did Intercom redesign its Messenger?
Intercom observed that in 1 in 7 conversations, people shared links to other tools, indicating a need for integrated workflows. The redesign aims to make business goals achievable directly in the Messenger, removing the need to share links.
How does the new Messenger differ from personal messengers?
The business messenger combines personal conversation with intelligent automation and third-party integrations, diverging from personal messengers by focusing on business workflows and scalability. It is designed from the ground up to uniquely work for a business.
Source and freshness
- Source
- intercom.com
- Published
- Added to Yomu
Summaries are generated from the original by a language model. Check the original before relying on it.
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