Customer Success Platforms and Integrating Live Chat Support
Hi all,
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?
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Thanks,
Luke Cullimore - CS Ops Lead
Comments
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Hey Luke!
Great post. Yes, many CSPs integrate with Intercom (Vitally, planhat, catalyst, Gainsight). I think you need ask yourself are you looking to push data to intercom? pull data or both?
Also, understand the goal of the integrations.
Cheers,
S0 -
Hey Luke,
Great question--any CS tool is only as good as the data going in so integrations are key (garbage in, garbage out).
ChurnZero has a native integration with Intercom to pull in conversation data (and is also is a HubSpot Certified App partner).0 -
That is great to hear and alleviates my initial concerns! My goal initially is to implement a Support Tech Stack that scales but knowing from Brian and yourself that there are native integrations to get Intercom Live Chat data into a CS platform is honestly great to hear!
Indeed though these are questions I will begin to ask in the coming months so thanks again for guidance!
0 -
One interesting side note to add in. Make sure the integrations do both tickets and chat.
Totango for example only integrates Zendesk tickets not Zendesk chat.Jordan Silverman
jordan.silverman@usestarfish.com
(914) 844-5775
https://www.linkedin.com/in/jordansilverman/0
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