Introducing Workflows – the mission control center for customer service automations
AI and automation will be invaluable tools for support teams in the next generation of customer service. Today, we’re launching Workflows to all new customers, offering you a better way to build and manage automations at scale.
The arrival of a new generation of AI-powered tools for customer service, like Intercom’s AI bot Fin, will mean more customer queries than ever before are answered without the assistance of a support rep. This means support teams will have more time to focus on what they’re best at – solving complex issues and delivering excellent customer service.
“No matter where you are in your automation journey, Workflows offers opportunities to bring you to the next level”
And it’s not just AI that is transforming customer service – powerful automation is key to reducing inbound support volume, increasing team efficiency, and creating happier customers. But building an automation strategy that realizes these benefits has traditionally been complex and time-consuming – identifying suitable triggers and creating the ideal combination of actions requires considerable effort to get right.
That’s why we built Workflows – your mission control for automations.
Workflows makes it easy for your team to build and manage powerful automations with bots, triggers, conditions, and rules that create amazing customer and teammate experiences – all in one intuitive visual builder. As of today, it’s available to all new customers, and will be coming to existing customers very soon.
Create automation sequences that eliminate repetitive or predictable tasks such as routing or closing out conversations. Ultimately, Workflows will help you increase self-serve resolutions and scale your team’s performance without increasing workload or headcount.
What’s makes Workflows so powerful?
No code needed: With intuitive building blocks and a point-and-click interface, Workflows makes it possible for anyone to build and deploy automations in minutes – whatever their level of technical skill.
Powerful and flexible: Design and customize self-serve journeys that work for your customers – and your team – using Workflows’ enhanced toolkit of conditions, actions, and triggers. You decide where automation support begins and ends – and when it’s time for a seamless handoff to your team.
Increased team efficiency: No matter where you are in your automation journey, Workflows offers opportunities to quickly and easily automate away repetitive or predictable tasks. Use the visual builder to create automations to triage, route, tag, snooze, and eventually close out conversations – introducing seamless efficiency at every stage of your customer support experience.
All your automations in one place: Workflows brings all of your support automations and bots together to make it easier than ever for your team to manage, build, and deploy all of your bots and automations.
Easy to scale: Meet your customers where they are with Workflows’ multilingual and omnichannel automations that can resolve your customers’ issues in 43 supported languages, across Intercom’s Messenger, WhatsApp, SMS, email, social media, and more with just a few clicks.
Get started with Workflows templates – and build powerful automations to drive outcomes that matter
If you’re thinking, “Sounds great but where do I begin?”, then don’t worry! Workflows offers lots of ready-to-use templates that support a wide range of priority use cases. Let’s take a look at a few of the most popular templates and the metrics they can impact for your team.
1) Increase efficiency by directly routing customers to the relevant support team
Triage your customers based on their type, language, activity, or any other attribute – so they can speak to the person best suited to help them, right away.
Metrics influenced:
- CSAT
- First response time
- Time to resolution
- First contact resolution
2) Streamline your inbox by following up with inactive customers
Following up with inactive customers can be a time-consuming task. Use this template to automate the process, sending an auto-generated reminder to inactive customers – reminding them that you’re still there to resolve their issue, while managing your backlog more effectively.
Metrics influenced:
- Time to resolution
- CSAT
- Ticket volume
- Resolution rate
- Reduced backlog
3) Optimize customer experience by prioritizing conversations waiting for a teammate reply
Don’t let conversations slip through the cracks. Implementing this workflow means customers that have been waiting a while for a response will automatically receive a message letting them know your team is busy; and the conversation will be marked as priority so you can get to it as soon as possible.
Metrics influenced:
- Time to resolution
- CSAT
- Resolution rate
4) Meet your customers where they are by providing support from a button on your website
Make sure your customer immediately gets the support they need by directing them to the relevant team based on the button or link they click on your website.
Metrics influenced:
- CSAT
- First contact resolution
- Time to resolution
5) Organize conversations by tagging queries that contain specific keywords
Use tags to categorize conversations by topic, monitor and report on queries relating to a specific issue, or prioritize conversations by type of customer, type of issue, or whatever makes sense for your team.
Metrics influenced:
- CSAT
- First response time
- Resolution rate
