Today, we’re releasing our integration with Microsoft Teams – the new chat-based workspace in Microsoft Office 365 – to Intercom Resolve customers. The integration makes it easy to understand how your support team is performing at a glance.
Intercom was announced as an early partner when Teams was first introduced last year, and since then we’ve been working closely with Microsoft, building an Intercom integration to help customers get useful data from Intercom inside Teams. As Teams becomes generally available today, we’re excited to get the integration into the hands of customers.
Teams is designed to bring together people, conversations and content – along with the tools that teams need – so they can easily collaborate to achieve more. It’s naturally integrated with the familiar Office applications and is built from the ground up on Office 365.
“Microsoft’s commitment to helping teams work together and stay in the know resonates strongly with us at Intercom, so it’s been fantastic to work with them to provide our customers with an integration that helps support teams stay on track and easily collaborate on the fly,” said Hugh Durkin, Intercom’s Senior Product Manager for Developer Platform.
The integration brings the insights from our help desk product, Intercom Resolve, right into Teams channels. The insights make it easy to see how many customer conversations your team is dealing with, your busiest times and how quickly your team is responding to customers. You can also identify patterns and areas for action, such as the busiest times of day or week and when customers are receiving slower responses.
And, of course, you can discuss the insights with your teammates right there in Teams, so you can collaborate to provide better support in the future.
“The integrations our ecosystem partners are creating for the Microsoft Teams platform, built on Microsoft Office 365, enhance the overall experience we’re delivering to our users,” said Bhrighu Sareen, General Manager for Microsoft Teams at Microsoft Corp. “We’re excited to be working with Intercom’s experience on Microsoft Teams that enables people to gain valuable insight into their customer support processes.”