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At Occupop, our commitment to delivering a red carpet customer service is at the heart of everything we do.
In a world where business interactions are increasingly digitised, maintaining a personal touch with our customers is more important than ever. That's why we've partnered with Intercom for our customer support needs. But with a multitude of customer support tools available on the market, why did we choose Intercom?
When looking to build new features to our own software, clean and simple is our mantra. We always focus on reducing complexity while increasing usefulness. So when it came to implementing a solution for our customer support, what set Intercom apart for us was its refreshingly simple design and ease of use.
In an age where contacting a company can become a mission in itself, leading to customer frustration, Intercom offers a streamlined solution. Its intuitive design means that our customers always know where to go to get their questions answered—a handy chat box, prominently located on our platform. When a customer sends us a query, our support team at Occupop gets an immediate email notification, ensuring no question goes unanswered.
At Occupop, we believe winning platforms will involve both humans and AI, with AI helping those humans, and those humans helping AI. Intercom's AI-powered service is a giant step change for Occupop. It helps us to decimate response times and our customers can get near-immediate responses to the most frequently asked user questions. It makes our customers’ pain disappear fast and lets them get back to doing their most important work —hiring the best people. When our users need a human response, we are also ready to step in with personalised interactions.
The ability to personalise our responses, whether through email or directly in the Intercom app, is invaluable. We can tailor our replies with relevant articles from our help centre, include images, files, or use saved replies to provide the most appropriate assistance for each query. This level of personalisation fosters stronger customer loyalty and satisfaction. After all, when problems arise, customers seek help in the form of human interaction, not bots or automated responses.
Intercom doesn’t just facilitate conversations; it provides deep insights into our customer base. Within the app, we can view detailed profiles of our customers, track their engagement, and gather essential data to enhance our services. Before we even respond to a query, we have access to a wealth of information that helps us address our customers' needs more efficiently and effectively.
Educating our customers is just as crucial to us as solving their immediate issues. Thanks to Intercom's "educate" tools, we've seamlessly integrated our help centre onto our website. This integration allows us to attach informative articles directly to our responses, empowering our customers with knowledge about our platform.
Intercom also enables us to actively engage with our user base, informing them about new features and updates through various banners and "engage" features. This dialogue is not one-sided; customers can react with emojis or detailed feedback, providing us with valuable insights to continually refine our product. We plan carefully when building our product, so this continuous feedback for us is invaluable.
Intercom's comprehensive suite of tools—Onboard, educate, and notify— have been instrumental in delivering a red carpet experience for our customers throughout their journey with Occupop. This choice reflects our dedication to not just meeting but exceeding customer expectations, ensuring every interaction is as effective, personal, and informative as possible. Through Intercom, we maintain the human element in digital communication, reinforcing our commitment to personal, high-quality customer support and achieve our end goal, to help our users excel at hiring.
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