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The Business Messenger by Intercom — More than just chat. Intercom's new app platform.
Meet the all-new Intercom Messenger – the only Business Messenger built for more than just chat. Accelerate growth across the customer lifecycle with a new customizable home screen, a growing library of Messenger apps, and a truly extensible platform.
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@imkmf @rrhoover @mattnhodges Just wish you guys support multi language help centers... waiting for more then a year for this....
G’day hunters–me again, with what’s perhaps Intercom’s biggest release ever. No joke. Today we launched the all-new Intercom Messenger. And it’s incredible.
We’ve reimagined what a Business Messenger should be, going beyond just chat and opening up a platform that helps businesses accelerate growth across the entire customer lifecycle – acquisition, engagement, and support. Here’s what’s new:
1. Customizable home screen: Like the perfect front desk for your website or app - create tailored experiences for leads and customers when they open the Messenger.
2. Messenger apps: Complete actions in the Messenger seamlessly with a growing library of apps for Stripe, Statuspage, Shopify, Google Meet, Aircall, Product Hunt and more.
3. Extensible platform: Create your own Messenger apps to suit your unique workflows – and enable entirely new ones.
Plus, there are new customization options, sounds and more. Best of all, the new Messenger and new apps are 100% free to use with existing Intercom subscriptions.
Head over to our website to learn more - www.intercom.com/messenger - or watch our live event - https://www.intercom.com/webinar... - hosted by our VP of Product Paul Adams, today at 9:30 am PT. We’d love to know what you think!
@mattnhodges Hi Matt, love the new messenger! Just wondering, when you say they're free to use "with existing Intercom subscriptions", does that mean new customers will have to pay more?
@benkingntu thanks Ben! Good question. There are no changes to pricing, for new or existing customers, with this release.
@mattnhodges amazing update to a great product. I use intercom more then email, WhatsApp & messenger. Now was hoping for some PH special jump the queue link here but looks like I just have to wait until its rolled out?
@mattnhodges This looks awesome! Is there a certain order that the update is rolled out in, or is it just random? Can’t wait to try it out! 👍
@mattnhodges Hey there. Would this messenger app work without having to be run by support team, and leverage AI instead? We have a pretty straightforward path on our website with fairly straightforward goals, so it would be more like users picking from a list and then getting a chat-like reply with their options.
@mattnhodges I don't know, can I?!
😂 Looking for a solution very soon, should I look elsewhere for AI-ran chat or do you think Intercom has a good solution for that today?
@davidvkimball :) it all depends what you want to do and what "very soon" means. Shoot me a mail at matt@intercom.io and we can go from there
Price strategy - American companies have to consider the economic situation in other countries when creating their price lists. I guess the product is unacceptable for many parts of the world. Why not try to get the market before a cheaper alternative is presented there?
Pros:Great features and seems very intuitive (I haven't started the free trial)
Cons:The starting price is unacceptable for startups in Eastern Europe where somebody will most probably build a cheaper alternative soon.
$49 per/month for all of their products is unacceptable?
They offer startup pricing: https://www.intercom.com/early-s...
I must totally agree with Intercom's high costs, not only in Eastern Europe but in all countries with a weaker currency exchange rate compared to USD. What is great nowawdays is that we're able to find awesome alternatives with a lower price tag. I've come through https://www.jivochat.com which offers a competitive price for some features one would be using more frequently inside the Intercom's ecosystem, e.g the chat functionality.
So simple and so mind-blowing. This basically kills our current stack - Smooch, Elevio (knowledge base), Front. Thank you Intercom for bringing all the essential tools required for supporting our members at Feeld.
This looks incredible! A total game changer for the way people use messaging with customers and clients. I am excited to see what apps are developed 👏🏻
We've had a great time building an app for the new Messenger that we use internally. Intercom uses a really interesting take on app integrations that I haven't seen before. It works surprisingly well and is easy to develop for. Definitely lots of opportunities for companies to speed up their workflow here with little effort.
@zemaj thanks so much, James! We're super impressed with the app you all built for ChargeDesk. 🙌🏻
@ariel_jedrzejczak the Messenger is included with all paid subscriptions
This is really cool... especially checking order status, reordering cards, requesting demo.. way to go
I both like it and am cautious of it. It's sure a great way to get your product updates out, interact with customers at a deeper level, etc. So definitely great for businesses. But for customers it's a layer of extra noise. Intercom is installed on so many websites that i doubt that leads (and even retained users) will check out product updates, or sign up for newsletters via Intercom. Just imagine every other website pour so much information on you within just one tiny widget.
It has been fantastic working side by side with the people at Intercom and be part of this launch!
Pros:It is an amazing tool. It is literally a new way to interact with your customers and prospects without leaving Intercom.
Cons:Don't see any right now.
Love the new Messenger! We’re thrilled to add an app to the marketplace - allowing visitors to start an audio call with you directly through their Messenger window. We know that’s just the beginning and can’t wait to see the ecosystem develop.
The Intercom team provided an easy to use framework and were highly responsive (and fun to work with!) throughout development. It’s been hard to keep it quiet :)
Here’s a quick look at Aircall Now on Intercom Messenger: https://aircall.io/aircall-now/
As an Intercom integration partner (Statuspage), we're big fans of the new Messenger and can't wait to see customers using it to support their users during downtime. Would love any early feedback from customers using the app!
I like the approach. It reminds me of WeChat's 'app in an app' eco-system and facilitates the most important actions in a messenger-like interface. Some messaging companies out there should take a close look at this product imo
Not cool. Good artists copy. Great artists steal? https://www.kayako.com/live-chat...
Sorry!
@planetabhi You've got to remember that Intercom's probably been working on this for quite some time. I've liked Kayako for a while, and check it out from time-to-time, only now have I seen that "home screen" section. It's possible it's just a coincidence.
@jmedwards Yeah for this size of an update for Intercom, it's probably been in the works for longer than that.
You guys are on fire! Coincidentally, we're actually rolling out Intercom on our site (knottytie.com) today, so this is extra exciting news for us. Hoping we get the new features soon!
Have huge plans with Intercom :)
Pros:Great tool for marketing automation :)
Cons:The price is high.
Intercom messenger is definitely a great product, but what I have come to realize is that setting up a custom AI chatbot can be so annoying.
With there being so many tools out there but they all seem to miss a feature that you REALLY need. Whats more most times they all force you to pay to have that “Powered by….” imprint removed and AI doesn’t work.
How about a done-for-you solution? These Chatifai guys set up a simple custom chatbot for just 19$/m in 72 hours after placing your order! 👉 https://chatifai.datawisepro.com
I understand Intercom is trying to move upmarket into inbound sales. Unfortunately, I don't see many improvements for those of us that use Intercom as a simple customer support channel.
@toddgower1 Hey Todd! We’ve built several Messenger apps that can definitely help support teams better serve prospective and existing customers, including:
1. Article Search app
It's like an embedded help center on your website and in your app.
2. Statuspage
Avoid inbound support requests when your app or website is down and allows them to subscribe to updates via email or text so they can know when service is restored.
3. Shopify
Allow customers to look up order details on their own instead of writing in and asking.
4. Aircall
Quickly hop on a call to talk your customers through issues they’re facing so you can resolve them together, faster.
5. Google Meet
Walk your customers through a solution face-to-face (optional of course) or using their screen sharing functionality to show how something works/troubleshoot.
And of course, we're just getting started. We’re already working on additional apps that will further help support teams as well as marketing and sales teams. Watch this space!
In the process of setting this up now with a client and very excited by the possibility. It also means re-thinking some recent competitive tool implementations at other clients. It is *that* good.
Pros:Yes - the "home screen" concept with apps brings something entirely new to the chat / bot space. Excellent.
Cons:None that I can think of.
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