Intercom Inbox Aims To Improve Customer Communication Management

Published: August 5, 2019Author: Elise Schoening

Intercom‘s Inbox is designed to enable sales and support teams to host all of the information and tools they need in one place. The solution aims to provide context alongside customer conversations and trigger actions in external tools with one click. It is also quipped to sync data across tech stacks for faster and more personalized conversations with customers and leads.

FEATURES/FUNCTIONALITY

The reimagined Inbox is positioned to remove workflow friction, while simultaneously delivering a personal and efficient experience. Teams can bring their most common workflows into the Inbox, display relevant data from external tools and keep everything in sync. They can also optimize the Inbox to display only the customer information and actions they need most and reorder conversation details by priority.

Additionally, Intercom features 21 apps, including Stripe and Salesforce.

TARGETED USERS

Primary targeted users include sales reps, customer success/support leads, sales development managers and sales operations at small and medium-sized B2B companies.

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COMPATIBILITY

Intercom integrates with popular CRMs, such as Salesforce, HubSpot and Pipedrive. These apps automatically sync leads and conversations between tools and surface CRM data inside the Intercom Inbox. This allows sales and support teams to keep their CRM up to date and have complete context alongside every live chat conversation. Marketing teams can also use these apps to send targeted outbound campaigns and send new leads that are captured in Intercom to their CRM.

DELIVERY/PRICING MODELS

Intercom’s Inbox is available on the Essential (starting at $38/month), Pro (starting at $78/month) and Premium (custom pricing) plans. The Essential plan includes access to 170+ apps, which are free to use and only require an account with the integrated tool. Pro and Premium plans unlock access to premium apps, including Salesforce, Zendesk and Marketo.

COMPETITIVE POSITIONING

Intercom’s customizable Inbox is built for both sales and support. Inbox is also the second Intercom solution with app capabilities, positioning it as the dominant platform for all customer data, conversations and workflows for businesses.