A few weeks ago, the Social Report team made the decision to switch all of our support tasks from Zendesk to Intercom.
You may have already noticed this change when logging into the Social Report dashboard. There's now a small blue chatbox icon that will follow you through the app, giving you a chance to ask support questions wherever you are in the app.
This change was made because of our commitment to provide the best possible customer service—all day, every day. And after testing dozens of different support apps, we settled on Intercom due to its broad set of features that let us better serve our customers.
So because of this, we want to show you why Intercom and Social Report go together like bread and butter. In the article below, you'll find what we love about Intercom, how it's helped our team, and how you can use it to get in touch with our team.
Excited yet? Let's dive in!
Intercom's features let us better serve our customers
Intercom's suite of support features makes it easier than ever for our us to serve our customers. It's now faster for our team to get in touch, and even quicker for our talented customer success staff to respond to sales and support queries.
Here are some of our favorite features in Intercom on both the client and support side.
An innovative chatbot
One of the main reasons we switched to Intercom was its innovative chatbot.
This chatbot lets us automate chat routing, and even provide automated answers to some of our more frequently asked questions.
How does this work?
It's simple: when a user first starts a chat on Social Report, the bot will ask the user a few questions. And if the bot can't give you an answer, it'll send you right through to a support agent on our team.
We can even program the chatbot with auto messages. This will automatically send new users onboarding messages and ask if they need periodically, improving our customer retention (more on that later!).
Pretty sweet, right!?
Our previous support system was completely email-based. If someone had a question, they'd have to send us an email to create a new ticket. But with Intercom, that's no more!
When you open a chat in Intercom, we can respond to you in real-time. This gives you peace of mind and brings our support team to the 21st century—and trust us, we couldn't be more thrilled to be one of the only social media management apps to offer real-time support.
A well-designed help center
Intercom has an amazing built-in help center, making our FAQ's look better than ever.
Out of the box, the Intercom help center is well designed and easy to customize. With just a few clicks, you can swap out logos, colors, and banner images, letting you easily match the help center with the rest of your website.
Even better, our customer success agents can link to help articles directly from the chat. This makes it easier than ever for us to direct you to the answers to your Social Report questions—talk about efficiency!
We can also track out help articles and gauge how well they're helping our customers.
From the Intercom dashboard, we have access to view counts and who has started conversations from each article. There's also a built-in rating system, so we can learn which articles are helpful... and which need a revamp.
Intercom is making our support team more productive than ever
These features don't just sound good on paper—they produce real results.
Since switching to Intercom, our first-touch time (the time it takes for our team to first respond to a ticket) has dropped to just 42 minutes. This is well below our 1-hour benchmark, so our customers are being serviced faster than ever.
Even better? Our task resolution time is now below 1 day. This means that we're more quickly answering our customer's questions and support requests—something crucial to the success of our service.
The chatbot is helping with this too. Since it can easily route our chats and answer high-level questions for us, we spend less time organizing tickets and more time doing our job: supporting customers.
The chatbot is also helping our users learn more about Social Report
You can program the Intercom chatbot to send automated messages to new users. You can use this to highlight features, encourage training sessions, and otherwise checkup on your new users.
For example, we use Intercom to send follow up messages to our users after they've been users for a set amount of time. These messages include users links to scheduling a training session, helpful training articles, and other training content.
We have a 100% open rate on our auto messages.
This means our new users are signing up for more training sessions, and learning more valuable info about our product. In turn, this helps boost our customer retention—it's truly a win-win for everyone.
We also send messages about new and little-known features. All of these messages have at least an 85% open-rate, so our users are more knowledgeable than ever about our product.
Long story short, the chatbot has been absolutely revolutionary for our business. Having a direct line of communication with our users is a game-changer.
We're better understanding how we can improve, too
At the end of every chat, Intercom asks our customers to rate their experience. We take these ratings seriously and use it to review tickets and better our customer experience—so make sure to answer honestly.
How to get in touch with us using Intercom
Getting in touch with us via Intercom is dead-simple. Just click the little blue chatbox at the bottom right-hand corner of the screen and click new message.
Like discussed earlier, your first line of contact will be our chatbot. It'll try and help you through your initial questions, and route you to the right to the right person on our team—generally someone in support or sales.
Once you're connected to a rep, you can chat on our website like you would a text message. You can see when we're typing too, giving you peace of mind during crucial support sessions.
Need to log off and resume a support chat? No worries—just leave the chat and our responses will be sent to you via email. Then, you can respond by simply replying to the email—it's really that easy!
Prefer email? You can start a support session by emailing firstname.lastname@example.org. This will open a new support ticket on our end. No chat required.
And that's really all there is to it.
Don't be afraid to reach out to us whenever you have a question or problem with your Social Report account—you'll get a response in an hour or less during normal business hours.
That's a wrap
Well, that's a wrap! We're super excited about using Intercom, and think that it's the best way for us to support our customers in the long-run.
So the next time you have a question for us, give Intercom a shot for yourself: just click the blue chat button at the bottom right-hand corner of the screen. We promise you'll love the experience.
Social Report offers 'round-the-clock customer support using Intercom. Try us free for a month.