Solutions for unified management of omni-channel consulting
Intercom's multi-channel integration capabilities enable:
- Single Inbox Aggregation: WhatsApp/SMS/email/website chat unified display interface
- customer identification: Automatically correlate the communication records of the same user across different channels
- Cross-Channel Workflow: If website inquiries are not resolved → automatically send SMS to follow up
Implementation Path:
- Access to each platform API one by one in Channels settings
- Setting up customer identification rules (prioritizing the use of email/mobile number matching)
- Creation of automated "channel switching" process (call to live chat)
Caveats:
- Set up response time commitments across channels in advance (e.g. WhatsApp within 2 hours)
- Use the Content targeting feature in the Help Center to display guidelines based on the source channel.
This answer comes from the articleIntercom: a platform for humanized customer service with AIThe
May not be reproduced without permission:AI productivity tools " How to overcome the difficulty of managing multi-channel customer inquiries in a unified way?
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