Intercom

What is Intercom?

Intercom is a 3rd-party integration that allows individuals from Vision's multiple departments to better engage and communicate with our customers through an in-app messenger.

Why did Products decide to implement Intercom?

In the past, Vision never formally tracked any live user data or real-time actions taken in the CMS. In addition, it was very difficult to alert our users to exciting, new features. This makes it more difficult than necessary to troubleshoot issues, monitor feature usage, and market new products effectively.

Who benefits from using Intercom at Vision?

Overall, the in-app messenger and basic tracking will benefit everyone to some degree. The application, however, primarily supports the following use cases.

Technical support can -

Identify user events such as Last Visited Page or most recent action
Quickly see data like Browser Type and Operating System
Tag and segment users such as Power User based on total # of web sessions

Marketing can -

Send targeted messages to users about new, upcoming webinars
Distribute user guides to help explain functionality
Share thought leadership with customers through things such as eBooks, blogs, and more

Products can -

Recruit beta testers prior to launching new products
Collect direct feedback via light responses and text feedback
Monitor feature usage to better know how clients use the CMS

Sales / Project Managers can -

Pitch a competing offer to competitors' in-app support
Implement Intercom for use on client websites who emphasize engagement and support
Engage with clients throughout the development cycle and staging phases

How can I learn more about Intercom?

The application offers three primary products which were implemented - Engage, Learn, and Support - to better engage customers. Each one of these product sections are found below in addition to supporting materials directly published by Intercom, the company.

Engage

Learn

Support