Launching Intercom Integration

25 November 2019

The HEROW team is excited to launch our newest integration with the messaging platform, Intercom! This partnership is part of the team’s effort to allow mobile apps to enrich user engagement and communications with the addition of user context. 

Centralizing user information collected through the HEROW solution within the Intercom dashboard, the integration will allow customer-facing agents to fully adapt their messages to customer attributes and communication history.

What is Intercom?

Thanks to the internet, the way people communicate is drastically different than it was 10, even 5 years ago. Messengers like WhatsApp, have become the preferred mode of communication in every aspect of consumers’ lives, and now that switch is happening with businesses too.

Intercom builds a suite of messaging-first products that all modern internet businesses can use to accelerate growth across the customer lifecycle, from acquisition, to engagement, and support.

Intercom has raised $241M in venture funding and has over 450+ employees across its San Francisco headquarters and Dublin, London, Chicago, and Sydney offices. Today, Intercom is used by the world’s most forward-thinking companies—84% of Y-Combinator companies that use a messaging or live chat tool use Intercom. Customers include larger companies like New Relic, Sotheby’s, and Shopify, and smaller companies like Airtable and Coda.

We extend a big thank you to the Intercom team for their responsiveness in this integration as well as their commitment to creating valuable features for mobile apps. 

What can clients achieve with this integration?

The goal of this integration is to enable mobile apps to centralize customer information within their Intercom dashboard. The following customer information collected by the HEROW platform, will therefore be readily available by customer-facing agents using the Intercom messaging tools.

1. Notification history: Log of notifications sent with the HEROW solution

The “Recent Events” panel shows notification history

Why does this matter? A mobile app that uses Intercom for customer support and HEROW for sending notifications, will be able to have all the info present in the Intercom panel. A customer-facing agent will, therefore, be aware of the marketing campaigns that were sent to the customer they are talking to and adapt accordingly. In doing so, we aim to break the silos that occur too often within mobile apps between marketing initiatives and customer support.

Ex: An agent of a food&drink app, helping a customer that has difficulty redeeming a promotion or taking action on a communication, would be able to understand all the notifications that the customer has received. 

2. Customer home and work information

The “User Tags” panel shows user postcode and country information

Why does this matter? A customer-facing agent using Intercom will be able to know the home and work postcodes of the customer they are talking to. With this information available, the agent will be able to understand service specificity of the given area (outages, low supply, delivery times, etc…)

Ex: An agent of a shopping app might use this feature to understand right away the city in which the customer lives and work and the store locations that are available to him.

Try Now!

In a few clicks, and at no cost, you can sign up on the Herow platform and start sending user events and states to your backend. Also feel free to use the chat bubble to ask a member of the team more information about this feature and how user context recognition can improve your business.

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