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CUSTOMER SERVICE TRENDS REPORT 2024

Dive into this year's top 5 trends

Get the report
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IntercomOpen menu
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 * Products
    * Help DeskBoost productivity with a workspace that connects your inbox,
      tickets and help center
    * AI ChatbotCut support volume and increase efficiency with an AI chatbot
      and automations
    * Proactive SupportGet ahead of support volume with product tours, outbound
      messages, and more
    * PlatformDeliver personalized support at scale with a fully integrated,
      omnichannel platform
   
   
   More products
    * Messenger
    * Apps and Integrations
    * Phone

 * Resources
    * BlogGet news and insights about customer service and more
    * Help CenterLearn how to install, set up, and use Intercom
    * Resource LibrarySee the latest customer service trends, product releases,
      and best practices
    * Developer HubIntegrate with or build apps on top of Intercom
   
    * WebinarsHear insights and best practices from industry experts
    * AcademyMaster how to use Intercom with deep-dive courses
    * Demo SeriesWatch our product demos to learn how Intercom can grow your
      business
    * Intercom CommunityAsk questions and find answers, learn from experts,
      connect and get inspired

 * Customers
 * Pricing

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THE ONLY AI CUSTOMER SERVICE SOLUTION YOU NEED

The only solution that combines an AI chatbot, help desk, and proactive
support—so you can keep costs low, support teams happy, and customers satisfied.
Start free trialView demo
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TRUSTED BY +25,000 BUSINESSES

Help Desk


GET MORE DONE FASTER WITH OUR AI-ENHANCED WORKSPACE

Maximize productivity with one central workspace that connects
your inbox, tickets, and help center.


Learn more about our help desk
AI-enhanced
Omnichannel
Designed for efficiency


 * MAXIMIZE PRODUCTIVITY WITH THE FASTEST SHARED INBOX
   
   Our shared inbox is AI-enhanced and designed for speed and efficiency—so your
   team can work smarter and collaborate faster.


 * BETTER TICKETS FOR YOUR TEAM AND YOUR CUSTOMERS
   
   Resolve complex issues quickly with tickets optimized for team collaboration
   and real-time customer updates.


 * HELP YOUR CUSTOMERS HELP THEMSELVES
   
   Connect your help center across the whole platform—so your customers can find
   the most accurate answers when and where they need them.

> The thing I noticed most about the inbox is the speed. In a test, we saw a 15%
> increase in the number of conversations handled.

Pelle Blarke
International Strategy and Operations Manager, Wolt
AI Chatbot


RESOLVE 50% OF CUSTOMER QUESTIONS. INSTANTLY.

Fin, our breakthrough AI chatbot, uses the most sophisticated AI technology to
deliver safe, accurate answers that resolve customer questions and reduce your
team’s ticket volume instantly.


Learn more about Fin
Dramatically reduce your support volume
Provides safe, trustworthy answers
Solve issues anywhere, any time, in any language (coming soon)


 * AN AI CHATBOT YOU CAN TRUST
   
   Built-in safeguards ensure Fin answers questions based solely on your support
   content. No misleading answers. No off-topic conversations.


 * SEAMLESS HUMAN HANDOFF
   
   Fin can triage complex problems and pass them to your human support teams
   without interruption—so your customers get the best possible experience.


 * CONNECT IT ALL WITH WORKFLOWS
   
   Easily build powerful, no-code automations for your customers and your
   teammates with Fin, other bots, triggers, conditions, and rules—all in one
   place.

> Within six days, Fin is successfully resolving 42% of conversations. It’s
> truly surpassed my expectations.

Dane Burgess
Customer Support Director, Linktree
Proactive Support


GIVE CUSTOMERS THE SUPPORT THEY NEED, BEFORE THEY NEED IT

Onboard, educate, and notify your customers with in-context, automated
messages—cutting support volume and keeping customers happy.


Learn more about proactive support
Reduce inbound volume
Increase CSAT
No engineering resources needed


 * PRODUCT TOURS
   
   Keep new users inside your product—and out of your inbox—using automated,
   interactive onboarding.


 * OUTBOUND MESSAGES
   
   Keep support volume low by letting customers know when issues arise with the
   largest selection of message types.


 * SERIES
   
   Create cohesive targeted message sequences across channels with a no-code
   visual builder.

> Self-service and proactive support have helped us reduce inbound conversation
> volume by 20% over the past two years, even as our user base has continued to
> grow.

Christian Parker
Director of Managed Services, TrueCommerce
Messenger and Omnichannel


DELIVER CONVERSATIONAL SUPPORT WHERE IT WORKS BEST FOR YOUR CUSTOMERS

Our messenger supports customers when it's most effective—the moment they need
help in your product. And with email, SMS, and more, they can also pick whatever
channel works best.


Learn more about messenger and omnichannel
Deliver support at the exact right moment
Give your customers more flexibility and control over support channels
A seamless, beautiful customer experience


 * CUSTOMIZABLE MESSENGER
   
   It's your messenger—so have it match your brand with infinite design options.


 * CONFIGURABLE EXPERIENCES
   
   Show and hide different content, features—even entire spaces—to create
   bespoke messenger experiences.


 * MOBILE
   
   Bring the messenger to your mobile app with powerful iOS and Android SDKs.


 * OMNICHANNEL MESSAGING
   
   Support customers using their preferred channel—whether that’s email, SMS,
   social, or more.


 * PHONE
   
   Centralize your phone support with Intercom Phone.


 * SWITCH
   
   Reduce phone wait times by letting customers switch to messaging mid-call.

> Intercom powers our customer communications, delivering conversions, customer
> engagement, and personalized support. The messenger is the heart of this
> strategy.

Geronimo Chala
Chief Consumer Officer, Rebag
Platform


A SINGLE, POWERFUL, EASY-TO-USE PLATFORM

Get all your automation, conversations, tickets, customer data, and reporting
working together seamlessly. Maximize team performance by connecting all your
other tools to our platform.


Learn more about the Intercom Platform
Maximize team performance with actionable insights
Stop switching between tools and speed up workflows
See all your data in one place


 * REPORTING
   
   Understand and improve the performance of your bots and team with flexible
   and customizable reports.


 * CUSTOMER DATA
   
   View, segment, and filter all your customer data—and model it however works
   best for your business.


 * BEHAVIORAL DATA
   
   Craft the best customer support experiences using a complete picture of past
   actions.


 * CUSTOM ACTIONS
   
   Power bots and workflows with live customer data stored in other tools—no
   engineering resources required.


 * APPS AND INTEGRATIONS
   
   Get all your tools working as one—and add more to existing workflows—with
   300+ apps.


 * APIS AND WEBHOOKS
   
   Configure Intercom to work best for you with our easy-to-use APIs and
   webhooks.

> We have almost all of our support channels integrated into one system, making
> it easy for us to manage our support, as well as take a data-driven approach
> to continuously improving our service.

Oda Skuggedal Wilhelmsen
Nordic Customer Service Manager, Godtlevert

Join the future of customer service
Start free trial
View demo
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 * Pricing

 * Use Cases
   
   * Support
   * Engage
   * Convert

 * Company Size
   
   * Mid-Market / Enterprise
   * Small Business
   * Early Stage

 * Industries
   
   * Financial Services
   * E-commerce
   * Education
   * Healthcare

 * Features
   
   * Business Messenger
   * Customizable bots
   * Automated answers
   * Product Tours
   * Outbound Messages
   * Inbox
   * Help Center Articles
   * Apps + Integrations
   * Customer data
   * Live Chat
   * Mobile Apps
   * Mobile Carousels
   * Series
   * Tickets
   * Transactional Messaging
   * Surveys
   * SMS

 * Resources
   
   * Blog
   * Watch a Demo
   * Glossary
   * Academy
   * Webinars
   * Product Changes
   * App Store
   * Docs
   * Developers
   * Status
   * Security
   * Books and Guides
   * Services

 * Company
   
   * About
   * Customers
   * Intercom Community
   * Careers
   * Newsroom
   * App Partner Program
   * Service Partner Program
   * Contact Us
   * Terms
   * Privacy

 * Terms
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