Customer Success Platforms and Integrating Live Chat Support
First time post - really glad to be a part of this community!
We are reaching a breaking point with our Customer Support Tech Stack - we use Intercom for Live Chat only, we don't have a traditional ticketing system. (Zendesk e.t.c)
I am envisioning this lack of a ticketing system could become problematic for our growing Enterprise funnel where our CSMs will need to see a curated view of the broader Support Experience. Which is best enabled using a ticket based system.
I am currently reviewing vendors but am preferring to stay with Intercom as they have recently released some ticket based workflow features - operationally it makes sense for us in the short term but long term I have concerns about how well this could integrate with a CS Platform.
We use Hubspot currently for our CRM and do not currently use a CS Platform (Gainsight, Totango) though I envision at some point in the next 12 - 18 months this may be essential.
Zendesk and other ticketing systems seem to integrate very well with CS Platforms whereas Live Chat tools like intercom don't appear to, I have a concern that I might solve the immediate need but cause further problems down the road.
If you could help on the below:
- Are there any examples of a successful integration between Intercom and a CS Platform?
Luke Cullimore - CS Ops Lead
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