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Moving from reactive to proactive customer support

Intercom, Inc.

With the right approach and proactive support tools – think Outbound Messages , Product Tours , and Mobile Carousels – you can provide every customer with the fast, personal help they need at the exact moment they need it. Help customers navigate known issues with Outbound Messages. What is proactive customer support?

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What is conversational AI?

Intercom, Inc.

These bots can communicate in outbound efforts, or they can reply to inbound conversations. In some cases, conversational AI solutions can be trained on FAQs or knowledge base articles to resolve customer issues, and can even be programmed to give instant responses using the brand’s preferred voice and tone.

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The ultimate customer support tech stack for 2022

Intercom, Inc.

To achieve this seemingly elusive balance, it connects these three support layers and core capabilities: Proactive support that helps you get ahead of known problems before they reach your team using outbound messages , product tours , and mobile carousels. Integrated knowledge base. It includes: Live chat. Proactive messaging.

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Customer-led Growth: Why Delivering a Delightful End-to-End Experience Matters

The Product Coalition

PLG is often compared to traditional inbound and outbound methods, which focus on more traditional marketing practices, such as email campaigns, advertising, lead generation, and sales activities, to name a few.

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Four beliefs shaping our vision for customer support

Intercom, Inc.

As a result, most companies are using chatbots and knowledge bases to resolve customers’ queries without involving their teams. In order to provide this support, support teams will need to use a tool with both powerful automation and outbound capabilities to manage and streamline high-volume workloads.

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Quality and consistency: Best practices for building a strong, scalable support experience

Intercom, Inc.

When a customer writes to the support team through the Intercom Messenger, relevant articles related to their question are served up by Custom Bots, directing them to Klaus’ knowledge base where they can find answers, browse through frequently asked questions, and get pro tips on making the most of their Klaus account.

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Closed-Loop Analytics for SaaS: How to Bridge the Data Gap

Userpilot

Using tools like Notion or Slab to create an internal knowledge base can also make it easier to store and share customer insights and analytics that need to be communicated to different departments within organizations. Essentially, the software helps optimize the entire customer journey from onboarding to in-app marketing.