Messaging apps at the moment are used greater than every other kind of app. This means launching a messaging app on any platform may very well be seen as both a major alternative or a very aggressive nightmare.
That isn’t stopping Intercom, which at the moment launched its new messenger — an open platform that lets companies develop functions throughout the product.
While different messaging options give attention to the messages themselves, Intercom’s answer is designed to assist gross sales, advertising and marketing, and support groups do greater than chat. A enterprise messaging system, Intercom has opened its platform to third-party apps throughout the product. Intercom customers achieve entry to a library of apps with companions that embrace Google, Shopify, Stripe, Product Hunt, Atlassian, and Aircall.
Simplicity appears to be the order of the day for anybody wanting to make use of these associate apps.
“Similar to other app stores, it takes less than a minute for an Intercom customer to add an app to their Intercom Messenger,” firm VP Paul Adams instructed me.
And if you’d like to develop customized apps on the platform, that course of seems to be fairly painless too, though the instruments out there for app creation are usually not absolutely launched right now.
“For Intercom customers who want to build their own custom app for the messenger, they can do so on the new App Framework, which is currently in early access,” Adams mentioned. “On the new framework, a developer can build an app and have it live in their messenger for their customers in just a few hours. If they want the app to be available publicly in the app store for other Intercom customers to use, the app store review process takes about 10 days.”
Intercom’s messenger, then, is a enterprise chat app that enables for gross sales, advertising and marketing, and support workflows that support each potential and current prospects visiting your web site or ecommerce retailer.
“If you think about the customer life cycle, there are great use cases right the way through that, from people just browsing but interested in learning more to people ready to buy to people needing assistance,” Adams mentioned. “For example, with people who are in the research phase of their purchase, you can use the MailChimp or Campaign Monitor app to collect their email and reach back out to them. With people ready to buy, the Google Meet or Aircall app allows you to have voice and video calls from within the messenger. You could then go on and use the Stripe app to help convert people from a trial to a paying customer, or to manage or upgrade an existing subscription.”
As with different Intercom webchat providers, a human doesn’t have to be out there on the opposite finish of the dialog to hold issues transferring.
“This is also all automated, so you can do things like have our operator bot collect email addresses of people who are interested on your behalf, or if they are ready then request and schedule a demo for those important prospective customers and the sales team, all happening in the messenger 24/7 while you sleep,” Adams mentioned.
The enterprise messaging panorama is changing into noisy, with the likes of Slack, Facebook, Atlassian, Microsoft and extra vying for market share.
“Just as they have done in our personal lives when we communicate with friends and family, messengers will soon become the primary and dominant way businesses and customers communicate,” Adams mentioned. “Businesses want to be personal with customers, and they want to be authentic and real and human. Similarly, customers want that too and are choosing businesses that are transparent, personal, and authentic over ones that are not. Messengers are the best way to achieve this. Older technology like email, ticketing systems, and web forms will be replaced by powerful, customizable business messengers.”
Intercom Messenger, together with 12 launch apps, is on the market from at the moment to all Intercom paid plan customers.