Intercom is a popular customer messaging platform designed to facilitate communication between businesses and their customers. It offers tools for customer engagement, support, marketing, and sales, with features like chatbots, shared inboxes, customer segmentation, and in-app messaging. By integrating Intercom with Frends iPaaS, businesses can streamline workflows, connect Intercom with other systems, and create unified processes to improve customer experience and operational efficiency.

Business use cases

Automated lead synchronization with CRM systems

Intercom captures valuable lead and customer data through chat and website forms. Frends workflows can integrate Intercom with CRM platforms like Salesforce, HubSpot, or Dynamics 365. For example, when a new lead is added in Intercom, Frends can create or update the lead record in the CRM, ensuring the sales team has accurate and updated customer information.

Customer support ticket automation

Frends can integrate Intercom with support platforms like Zendesk, Freshdesk, or ServiceNow to streamline ticket management. For instance, when a support inquiry is submitted through Intercom, Frends workflows can automatically create a corresponding ticket in Zendesk and sync updates from the ticket back to Intercom for consistent communication with the customer.

Integration with marketing automation tools

Intercom’s customer interactions can be synchronized with marketing automation platforms like Mailchimp, Marketo, or HubSpot using Frends workflows. For example, when a user signs up for a service through Intercom, Frends can enroll that user into a nurture campaign in Mailchimp or segment them for targeted marketing efforts.

Real-time notifications for sales teams

Frends can integrate Intercom with communication platforms like Slack or Microsoft Teams to send real-time notifications of high-priority customer events. For example, when a lead shows buying intent by visiting the pricing page multiple times, Frends workflows can notify the sales team instantly in Slack to engage the lead proactively.

Integration with e-commerce platforms

Intercom can be integrated with e-commerce systems like Shopify, WooCommerce, or Magento using Frends workflows to enhance customer interactions. For example, when a customer sends a post-purchase query through Intercom, Frends workflows can fetch their order details from the e-commerce platform and provide real-time updates or solutions to the query.

Customer feedback and survey automation

Frends workflows can connect Intercom with survey tools like SurveyMonkey, Typeform, or Google Forms. For instance, when a support ticket is resolved in Intercom, Frends can send a customer satisfaction survey via email or through the Intercom messenger, collecting feedback and updating the responses in a reporting tool.

Chatbot workflows for self-service

Intercom’s chatbot capabilities can be extended by integrating Frends with knowledge bases or FAQ platforms like Zendesk Guide, Confluence, or SharePoint. For example, when a customer queries the chatbot about a common issue, Frends workflows can fetch the appropriate answer from the knowledge base and deliver it dynamically, improving self-service efficiency.

Upsell and cross-sell automation

Frends workflows can integrate Intercom with subscription platforms like Stripe, Recurly, or Chargify to automate upsell or cross-sell campaigns. For instance, when a customer’s subscription is nearing renewal, Frends can identify opportunities for upgrades based on customer behavior and trigger targeted messages in Intercom to promote premium features or plans.

Customer segmentation and enrichment

Intercom segments users for targeted outreach, and Frends can enhance these segments by integrating with data enrichment tools like Clearbit, ZoomInfo, or Google Analytics. For example, when a new user interacts with Intercom, Frends workflows can enrich their profile with additional details (e.g., industry, company size) and update their segment dynamically.

Event-driven customer engagement

Frends can link Intercom with analytics and event-tracking platforms like Mixpanel or Segment to trigger personalized user engagement campaigns. For example, when a user completes an important action in the app (e.g., onboarding, A/B test participation), Frends can trigger an Intercom message offering guidance or promoting additional features.

Integration with subscription and billing systems

Intercom can complement subscription platforms like Stripe, Zuora, or Braintree using Frends workflows. For instance, when a customer follows up on a billing-related query, Frends workflows can retrieve their invoice or subscription details from Stripe and respond through the Intercom chat in real-time.

Multi-channel communication management

For businesses relying on both Intercom and email or SMS for customer communication, Frends can automate workflows to centralize messaging. For example, when an important message is sent via Intercom, Frends workflows can mirror the message to SMS or email platforms like Twilio or SendGrid to cover multiple communication channels.

Onboarding process automation

For SaaS companies, Frends can integrate Intercom with onboarding platforms or LMS tools like Moodle, Docebo, or Trainual. For example, when a new user is added via Intercom, Frends workflows can trigger onboarding sequences like personalized welcome messages, tutorials, and resources to ensure a smooth user experience.

Integration with analytics platforms

Frends can connect Intercom with analytics tools like Power BI, Tableau, or Google Data Studio to generate detailed insights. For instance, Frends workflows can extract conversation data or customer behavior metrics from Intercom and feed them into an analytics dashboard for tracking team performance, resolution times, or customer engagement trends.

SLA management and compliance

Frends workflows can integrate Intercom with SLA tracking and compliance tools to ensure service commitments are met. For example, when an urgent ticket is created in Intercom, Frends can monitor its resolution time and trigger automatic escalations if it approaches or exceeds the SLA deadline.

Automation of refund workflows

For e-commerce or subscription-based businesses, Frends can automate refund workflows by integrating Intercom with payment systems like PayPal, Stripe, or Square. For example, when a customer requests a refund via Intercom, Frends workflows can validate the request, initiate the refund, and update the Intercom conversation with the status.

Customer retention and win-back campaigns

Frends can automate retention workflows by integrating Intercom with CRM or marketing platforms. For example, if a user engages less frequently or shows signs of churn, Frends workflows can trigger personalized win-back messages or promotions to re-engage them via Intercom.

Compliance with GDPR and data privacy

Frends can automate data removal or anonymization in Intercom to comply with GDPR and similar regulations. For instance, when a user submits a data deletion request, Frends can process the request, delete their data from Intercom records, and generate audit logs for compliance tracking.

Multi-lingual support with translation platforms

Frends can integrate Intercom with translation services like Google Translate or Microsoft Translator to enable multi-language communication. For example, when a customer sends a message in a foreign language, Frends workflows can translate it into the agent’s language, ensuring seamless communication and support.

Sales and marketing pipeline integration

Frends can connect Intercom with sales platforms like Salesforce, HubSpot, or Marketo to automate pipeline workflows. For example, when a lead interacts with Intercom, Frends workflows can automatically assign them a priority score, log their activity in Salesforce, and trigger appropriate nurturing sequences.

Real-time file sharing and storage

Intercom’s conversations sometimes require shared documents or resources. Frends can automatically integrate Intercom with file storage platforms like Google Drive, Dropbox, or SharePoint. For example, when a customer shares a document through Intercom, Frends can store the document in a specific folder and provide authorized team members with access links.