Intercom, a leading customer messaging platform, has launched Workflows, which enables support teams to build and manage automation at scale. Workflows are designed to be the mission control center for automation, providing an intuitive visual builder that allows teams to create powerful self-serve journeys for customers and teammates alike.
The Benefits of Workflows for Customer Service Automation
The rise of AI-powered tools for customer service, such as Intercom’s AI bot Fin, means that more customer queries than ever can be answered without the assistance of a support rep. This frees up support teams to focus on solving complex issues and delivering excellent customer service. However, building an automation strategy that realizes these benefits can take time and effort.
Easy to Use and Flexible
Workflows make it easy for teams to create and manage powerful automation with bots, triggers, conditions, and rules in one intuitive visual builder. With no code needed, anyone can build and deploy automation in minutes, regardless of their level of technical skill.
The powerful and flexible tool allows teams to design and customize self-serve journeys that work for customers and the team. Workflow’s enhanced toolkit of conditions, actions, and triggers enables teams to decide where automation support begins and ends and when it’s time for a seamless handoff to the team.
Increased Efficiency and Seamless Integration
The Workflow also offers opportunities to quickly and easily automate away repetitive or predictable tasks, increasing team efficiency. The visual builder allows teams to create automation to triage, route, tag, wink, and eventually close out conversations, introducing seamless efficiency at every stage of the customer support experience.
All support automation and bots are brought together in Workflow, making it easier than ever for teams to manage, build, and deploy all of their bots and automation. Workflow’s multilingual and omnichannel automation can resolve customers’ issues in 43 supported languages across Intercom’s Messenger, WhatsApp, SMS, email, social media, and more with just a few clicks.
Ready-to-Use Templates for Easy Implementation
For those wondering where to begin, Workflow offers ready-to-use templates that support a wide range of priority use cases. One of the most popular templates is designed to increase efficiency by directly routing customers to the relevant support team. Teams can triage customers based on their type, language, activity, or any other attribute, allowing them to speak to the person best suited to help them immediately.
With this new tool, Intercom is helping support teams to deliver excellent customer service while reducing inbound support volume and increasing team efficiency. Workflow is available to all new customers and will come to existing customers soon.
Empower Your Support Team with Intercom Workflow
Intercom’s Workflow is a powerful tool that empowers support teams to deliver excellent customer service while reducing inbound support volume and increasing team efficiency. With an intuitive visual builder, no code needed, and a flexible toolkit of conditions, actions, and triggers, Workflow makes it easy for anyone to build and deploy automation in minutes.
With Workflow, all support automation and bots are brought together in one place, making it easier for teams to manage, build, and deploy their bots and automation. Workflow’s multilingual and omnichannel automation can resolve customers’ issues in 43 supported languages across Intercom’s Messenger, WhatsApp, SMS, email, social media, and more with just a few clicks.
Overall, Workflow is a game-changer for customer service automation, and Intercom is leading the way in empowering support teams to deliver excellent customer service. Whether you’re just starting your automation journey or looking to take it to the next level, Workflow is a must-have tool for any support team.
