10 Benefits of Using Octopods with Intercom

Octopods supercharges Intercom by adding 18 messaging channels, making customer communication easier and more effective. Here's what you get:

1. Connect on many channels (WhatsApp, Instagram, etc.)
2. Better customer conversations
3. Simpler work process
4. Proactive customer outreach
5. Smart customer identification
6. Seamless integration with Intercom
7. Support for popular messaging apps
8. Enhanced customer data management
9. Scalability as your business grows
10. Detailed reports and insights

Quick Comparison:

Octopods and Intercom together let you chat with customers on their favorite apps, manage everything in one place, and get detailed insights. It's like giving your customer service team superpowers.

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Connect on Many Channels

Octopods adds 18 new messaging channels to Intercom. Now you can chat with customers where they hang out, not just on your website or email.

Here's a taste of what Octopods offers:

But it's not just about more channels. It's about making them work together smoothly. Octopods puts all your chats in one place: your Intercom inbox.

This does two things:

1. Customers pick how to reach you
2. You handle everything from one spot

Picture this: A customer starts on your website chat, then switches to WhatsApp. With Octopods and Intercom, you don't miss a beat.

And it pays off. Multi-channel shoppers spend 10% more online than single-channel users. More ways to connect = happier customers and potentially more sales.

Octopods doesn't cut corners. It uses official APIs for platforms like Instagram and WhatsApp. That means you get the full power of these apps right in Intercom.

2. Better Customer Conversations

Octopods supercharges customer interactions by unifying multiple messaging channels. This setup lets businesses chat with customers on their preferred platforms, making conversations smoother and more natural.

Here's how Octopods ups your customer chat game:

1. One-stop inbox: Handle chats from WhatsApp, Instagram, and more in one place. No app-hopping means faster replies and less confusion.
2. Smart user tracking: Octopods keeps user info consistent across channels. A customer can hop from Facebook to email, and you'll still know who they are and what they need.
3. Proactive outreach: Don't wait for customers to reach out. Start conversations based on user actions to catch and solve issues early.
4. Personalized responses: Add custom data to user profiles and tailor your replies to each customer's needs.

Real-world results speak volumes:

These companies found that Octopods + Intercom = better, more efficient customer talks.

"Conversational support allows us to connect with real people", says Valentina Thörner, Head of Product at Klaus.

This connection is key. When customers feel heard and helped quickly, they stick around. In fact, 65% of a company's business comes from existing customers. That's a lot of repeat business you don't want to miss out on!

3. Simpler Work Process

Octopods makes customer service easier. How? By bringing all messaging channels into Intercom. This means less app-switching and more automation. The result? Support teams work faster and smarter.

Here's the breakdown:

1. One inbox for all

Imagine handling chats from 18+ messaging platforms in ONE place. That's what Octopods does. No more juggling tools.

2. Automation made easy

With Octopods, you don't need to be a coder to create workflows. Their visual builder lets you:

• Catch common questions
• Send tickets to the right team
• Solve simple issues automatically

3. Get ahead of problems

Teams can reach out to customers BEFORE issues pop up. It's like having a crystal ball for customer service.

4. Speak their language

Help customers in different languages across various platforms. It's like being a polyglot, but easier.

Now, let's look at the numbers:

The State of AI in Customer Service 2023 backs this up:

67% of support leaders see value from automation 61% of users say customer experiences improved 58% report better CSAT scores

In short: Octopods simplifies work, saves time, and makes customers happier.

4. Reach Out to Customers First

Octopods lets you start conversations with customers before they reach out. This proactive approach can boost satisfaction and loyalty.

Here's how it works:

1. One-to-one messaging

Send personalized messages from Intercom's inbox. Works with SMS and WhatsApp for users with phone numbers on file.

2. Targeted outreach

Create custom messages based on user behavior or identity. Example: welcome new sign-ups or offer deals to frequent buyers.

3. Multi-channel communication

Reach customers through various channels:

4. Automated workflows

Set up triggers to send messages automatically. Example: follow up 3 days after a purchase.

"Customers who opt-in for texts are more likely to engage and stay updated on orders."

To use this feature effectively:

• Get permission first
• Segment your audience
• Keep messages short and relevant
• Use a friendly tone

5. Smart Customer Identification

Octopods supercharges customer identification when paired with Intercom. Here's the scoop:

When a customer starts chatting, Octopods jumps into action. It grabs key info like names, locations, and account types in real-time. But it doesn't stop there.

Octopods digs deep, pulling data from all over to build a complete customer picture. It even plays fortune teller, predicting what customers might need based on their history.

And for those on-site visits? Field techs get the lowdown before they even knock on the door.

This smart system? It's a game-changer. Issues get solved faster, and customers walk away happier.

Think about it: An AI-powered phone system that shows a caller's history? That's not just cool - it's game-changing for customer service.

"63% of service pros say AI will help them serve customers faster." - Intercom Customer Engagement Report

Want to make the most of this tech? Keep your data fresh, train your team well, and always be tweaking that AI performance.

6. Works Well with Intercom

Octopods and Intercom are a match made in heaven. This combo brings 18 messaging channels into one inbox, making customer chats a breeze.

This teamup lets you chat with customers on their favorite apps. WhatsApp, Instagram, Telegram - you name it, Octopods brings it to Intercom.

But it's not just about more channels. Octopods uses official APIs, so your connections are solid. No more worrying about missed messages or dropped chats.

Real companies are seeing results:

Bank Mandiri smoothed out payment schedules and credit card checks. Modanisa boosted their e-commerce game. Omay Foods spiced up their customer service.

The best part? You can reach out first. Start conversations, solve problems before they start, and keep your customers happy.

And tracking? Octopods gives you the full picture. See how customers interact across all channels, spot trends, and make smart moves.

Bottom line: Octopods takes Intercom from good to great. It's like giving your customer service team superpowers.

7. Supports Many Messaging Apps

Octopods supercharges Intercom by adding support for popular messaging platforms. Now you can chat with customers wherever they are, all from one inbox.

Here's what Octopods brings to the table:

While Intercom dropped Twitter, Octopods picks up the slack with other social channels. You won't miss a single customer interaction.

With Facebook, you get:

• Private messages in your Intercom inbox
• Full media support (images, videos, audio)
• Easy team assignments

Instagram integration offers:

• Multiple account connections
• Text, emoji, image, and macro support
• Custom workflow options

8. Add Extra Customer Information

Octopods supercharges Intercom by letting you add more customer details. This means better understanding and more personalized communication.

Here's how Octopods helps:

1. Custom Data Attributes (CDAs)

Track specific customer facts like their plan or sign-up date.

2. Enhanced 'About' Column

User profiles now show:

• Activity status
• Language preferences
• Web session counts
• Custom attributes from other apps

3. Automatic Email Collection

When someone starts a chat, we ask for their email. Their profile updates instantly.

4. Manual Updates

Add a lead's email during chat or update profiles from the Help Desk sidebar.

5. Bulk Updates

Use CSV import or API to update many leads at once.

What can you do with this extra info? Here's a quick look:

More customer data means your team can give better, more personal responses. It's like knowing your customers as people, not just numbers.

Pro tip: You can add up to 250 People and Company CDAs per workspace. Need more? Just archive the ones you're not using.

With Octopods and Intercom, you're building a clear picture of each customer. This helps you serve them better and grow your business smarter.

9. Grows with Your Business

Octopods and Intercom don't just handle your current needs - they grow with you. As your customer base expands, these tools scale up seamlessly. No more worrying about your customer service falling apart as you get bigger.

Here's how they keep up:

API Management

Intercom's Salesforce app keeps your API usage in check:

• 15,000 calls per day limit
• Bulk sync pauses at 40% usage
• Warning and sync pause at 80%

This means you won't suddenly hit a wall and lose functionality as you grow.

Flexible Rate Limits

Octopods plays nice with Intercom's 1000 requests per minute limit. That's 166 operations every 10 seconds - plenty for most growing businesses. If you do hit the limit, you'll get a heads-up to slow down.

Scalable Customer Data

More customers mean more data. Octopods helps you manage it:

You can keep detailed customer profiles even as your numbers grow.

Staying Ahead of Growth

To avoid growing pains:

• Bump up your Intercom API limit
• Keep an eye on your API usage
• Plan for traffic spikes during big events

With these tools and tips, your customer service can grow as fast as your business.

10. Detailed Reports and Data

Octopods and Intercom team up to give you a clear picture of your customer interactions. Here's how they help you make sense of all that data:

Intercom's new reporting features are packed with goodies:

• Tons of new metrics
• Charts you can customize
• Tools to dig into the root of issues

You can dive deep into your team's performance without ever leaving the platform.

But here's the kicker: according to the Customer Service Trends Report 2024, 25% of support teams can't track the metrics they need. And 75% think AI is shaking up traditional customer service metrics.

That's where Octopods comes in. It works with Intercom to bridge this gap and serve up the data you're craving.

So, how can you put these insights to work? Easy:

1. Use workload metrics to know when it's time to hire
2. Spot where your team needs to level up their skills
3. Make smart calls about your customer service game plan

Want to go deeper? Intercom's chart drill-in feature lets you explore data like a pro. It's great for finding the root of issues and keeping your reporting transparent.

But wait, there's more! Octopods brings AI to the party:

These tools help you spot trends and act fast.

And Octopods doesn't just look at one channel. It pulls data from calls, emails, chats, and social media. You get the full picture of how customers interact with your brand.

Conclusion

Octopods and Intercom pack a punch for customer communication. Here's the rundown:

• Connect to 18 messaging platforms
• Manage all chats in one place
• Add up to 250 custom fields for user info
• Reach out proactively
• Use AI for sorting and insights
• Track metrics with custom charts
• Scale as you grow
• Automate routine tasks
• Personalize interactions
• Keep experiences consistent across channels

What's next? Expect more AI, personalization at scale, and seamless omnichannel experiences.

"Eighty percent of consumers expect customer service agents to know about their orders and history, without communicating it to them." - Andrea Paul Salerno, Director of Content and Research at Kustomer

This stat shows why tools like Octopods and Intercom matter. They help businesses meet rising customer expectations and stay ahead of the game.

FAQs

What channels are supported by intercom?

Intercom's got you covered with 18 messaging channels. Here's the rundown:

• WhatsApp Business (via Twilio, 360dialog, or Messagebird)
• Facebook Messenger
• Instagram
• Google Business Messages
• Twitter
• Telegram
• LINE
• WeChat
• Viber
• Twilio SMS
• Nexmo SMS
• MessageBird SMS
• Vkontakte
• OK.ru
• Africa's Talking SMS

Want to set these up? Head to Settings > Channels in your Intercom workspace.

Pro tip: Octopods integrates with Intercom to connect 17 of these channels. It's like having a native integration, letting you manage all customer chats in one spot.

Related posts

• Top 7 Features of Octopods for Intercom Users
• Solving Multi-Channel Support Issues with Octopods
• How to Connect WhatsApp to Intercom with Octopods
• Boost Satisfaction: Manage WhatsApp via Intercom & Octopods