Switch on the next generation of support – Introducing Intercom Switch

Summary

Intercom introduced Switch, a no-code feature that lets businesses move inbound phone call volume to messaging without changing providers, simply by adding an option to their phone menu. When a caller selects that option, Intercom identifies their phone number, matches it to a user profile, and personalizes the conversation flow for a tailored support experience. This shift enables support agents to handle multiple conversations at once, reducing wait times and improving CSAT scores, as 73% of customers value companies that respect their time. Switch integrates Resolution Bot to automate common questions, triage more complex issues, and provide agents with full context, saving team bandwidth. Intercom cites a Forrester report that phone is the most expensive CX channel and messaging the most cost-effective, and early adopter LoyalZoo reported a 50% drop in voicemails and calls after implementing Switch.

Takeaways

1. 1

   Switch requires no code changes or phone provider switches; businesses activate it in Intercom and add a menu option to their phone system to start moving calls to messaging.

2. 2

   By converting phone calls to messaging, support agents can handle multiple conversations concurrently, reducing cost-per-contact and improving efficiency, as phone is the most expensive CX channel per a Forrester report.

3. 3

   Early adopter LoyalZoo reported a 50% reduction in voicemails and phone calls after implementing Switch, demonstrating measurable improvements in scaling support.

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