Get inspired by these tips and tricks from 5 Intercom users.
Related: Yes, you can See the User's Screen from
Intercom
Also see: 9 Smart Hacks to Use With
Intercom
Live chat technology has been all the hype for some time now. And as customers
are increasingly demanding immediate attention, companies have had to adopt a
new and creative live chat strategy, that builds relationships uniquely and
efficiently.
By interviewing a number of companies using Intercom’s live chat solution,
we’ve discovered some creative ways that’ll inspire you to use live chat to
charm your customers and build relationships on trust, whilst adding a human
touch.
Upscope
Upscope’s co-browsing solution is known for improving customer success and
sales, by allowing agents to instantly view their customer’s screens and
interact virtually to guide them through unfamiliar interfaces.
1. Add small human touches
When customers sign up to trial Upscope they’re sent an email with a gif of
their Upscope account manager (In this case Minh) waving.
It’s a small but personal touch that goes a long way.
As Upscope’s account manager gives demos to potential customers, this is where
the relationship begins.
By having seen the person they’ll be speaking with, smiling and waving, as
though she was in front of them, it lightens the mood, before any verbal
interaction.
2. Pre-written messages saving customers time
Upscope is for seeing the user's screen from Intercom (and other live chat
systems). It needs to be installed one time. If a customer is installing the
code for the Upscope application, they have the choice between two buttons.
If they click the “I need help to install Upscope from my dev team” option, a
pre-written email will pop-up to send to their developer.
See exactly how this can be
done.
This makes it easier for some of our customers, as they simply have to type in
the email address of the developer that they need help from.
This not only saves the customer time, but also makes it more likely that the
potential customer will try out the product, making them more likely to
purchase.
Simple for the customer and their dev team.
3. Intercom help pages also bring in new leads
On the Educate section of Intercom, Upscope has written articles to help
inform potential customers about the application and what it can do for them.
By using keywords, many customers find the Upscope website on google by
searching for something related.
Focusing on these keywords on Intercom educate articles not only educates and
aids current customers, but also finds potential leads, effortlessly.
See more on being SEO smart with Intercom's Educate
module
Ahrefs
Ahrefs is the SEO multi-tool that’s used by marketing and SEO professionals
worldwide. By sourcing valuable information, that’s stored on a user friendly
interface, it allows marketers to make informed data-driven decisions that
accelerate the growth of search traffic to their websites.
4. In-app 'click to tweet' button that encourages shares
Ahrefs have cleverly used a creative in-app message, where they included a
“Click To Tweet” feature.
The idea arose when Ahrefs wanted to announce their company’s key
updates/success.
It just goes to show that people are happy to share your achievements, and
promote new features that are useful to them, if you make it as effortless as
possible.
Ahrefs use of a quick social media link, pre-written tweet and genuine tone,
via an Intercom message, enabled their customers and database to conveniently
share the good news on their social media.
Netguru
Netguru builds digital products and helps companies deliver applications and
services their customer will love. They are a fast-growing consulting agency
with efficiency and innovation high on their agenda. They have been using
Intercom in a range of innovative ways, that allow them to build trust with
customers and potential leads.
5. Add an image with a quote to your in-app message
When you access Netguru’s website, you’re greeted with informative live chat
messages, that allow you to read and discover more about Netguru’s process and
use cases.
By giving a quick link to this information via Intercom, more potential
customers are likely to invest their time into reading the blog posts and use
cases, and further understand the ways in which Netguru can help them.
6. Some simple humour at the right time on the right page
Netguru’s interesting little touch on their career site via live chat, was
genius.
Instead of just focusing on customers via live chat, they decided for this
specific example, to focus on the potential candidates on their career page.
By placing a message, “Ask me a question, I don’t bite!” and adding a picture
of their HR manager, Marta, they were swarmed with messages on their career
page, as candidates felt more comfortable having seen a smiling Marta!
Netguru hasn’t iterated on that first copy, as the message was so successful.
7. Showing messages in the right language to the right people
Netguru is a Polish-based company, which is where many of their team members
are recruited.
As a result, visitors to their career site are most likely to see a chat
window in Polish.
However, many of their clients are predominately based overseas, and are
greeted by a message in English.
The geographical segmentation allows Netguru to do much more, and provide two
different languages to cater to the larger groups on their site.
Survicate
The Survicate platform allows you to collect actionable customer feedback to
improve customer satisfaction. The in-message surveys, feedback pop-up boxes
and one click answers are hassle-free for your customers, and help you to
better understand your customers’ needs.
8. Get information via surveys using Survicate
Survicate use their surveys via Intercom, for onboarding clients. By
conducting these engaging surveys via live chat, they are able to process
valuable information about clients’ needs and expectations. By getting to know
their customers better on live chat, Survicate can cater to their specific
needs.
9. Include those emojis in your conversation
Sometimes when contacting customer service, we can forget that we are speaking
to a human being. Survicate’s tone is professional yet friendly, including
sweet emojis. Their customers love the human touch in the conversations, which
is reflected in their Intercom conversation ratings.
Wastebits
Wastebits is a web-based platform, providing a technical solution for the
management of regulated waste. Whether a customer needs to locate a waste
vendor, manage the documentation, or track the waste that has been sent, the
Wastebits interface manages this all in one secure online application.
10. Tag customers who provide feedback and reward them
Wastebits use Intercom to communicate with clients, but have creatively used
the tagging feature to specifically target customers to get feedback.
By identifying an “insiders” group, they now have customers that are happy
testing and providing feedback for new features, allowing them to constantly
improve their platform. Wastebits also throws in an amazon gift voucher for
the select members that provide feedback!
11. Use those NPS surveys
Additionally, Wastebits uses Intercom’s NPS (Net Promoter Score) survey, where
customers can click a number between 1–10 to answer the question, “How likely
are you to recommend Wastebits to a colleague?” By running this survey once in
a while, Wastebits is able to track customer satisfaction, and how it changes
over time.
