February 2024

Hi readers,

First things first, THANK YOU for loving Intercom and making us a TrustRadius 2024 Most Loved Award winner.

To make sure it stays that way, we’re committed to bringing you the best AI-powered customer service platform – that frankly makes support easier for you, your team and your customers. ??

Without further ado, let’s jump into what’s new this month!

What’s new in the product:

SUPERCHARGE CUSTOM REPORTS WITH NEW CHARTS

Better visualize your data using new comparative chart types like donut, area, and stacked charts. Plus, get better insights using features like time period comparison, target setting, and table summary rows for richer, focused comparisons.

OPTIMIZE FIN’S PERFORMANCE

Use the new “unresolved questions” report for Fin to gain insight into the questions that are unresolved by Fin and pinpoint areas for improvement in your content or AI Chatbot setup.

Then, easily create a new piece of content (or edit an existing piece) that answers the unresolved question. So next time a user asks the same question, Fin will know the answer!

GET DEEPER INSIGHTS WITH CHART DRILL-IN

Chart drill-in gives you a clearer view of the data sources and metrics used to create a chart, right within the Intercom app. It helps you dive deeper into your data to rapidly identify underlying issues or trends—creating a more effective analysis process.

USE TRACKER TICKETS IN WORKFLOWS

Tracker tickets can now also be used in Workflows. Additionally, we’ve improved our ticket workflow set-up making it more intuitive. You can now directly target Customer tickets, Back-office tickets, or Tracker tickets when configuring a trigger.

These are just a few of our favorite updates from the last month – for the full list head to our 'New at Intercom' page.

What to watch:

ON-DEMAND WEBINAR

AI is completely changing how customer service is measured—and support leaders who stick with traditional metrics will miss out on crucial insights.

If you missed the live event on March 5th you can tune in on-demand to learn the key reporting areas changing due to AI, how to use AI to identify areas of opportunity for your team, and new metrics you should be measuring.

Intercom in action:

FIN IS TRANSFORMING CUSTOMER SERVICE WITH REAL RESULTS

Fin, our AI chatbot, is delivering mind-blowing results for Intercom customers, handling over 8 million customer queries, saving 670K hours for support teams, and resolving 42% of inquiries on average.

Dive into real-world examples of how Fin is helping companies deliver game-changing customer service.

Until next time!