Who's taking care of the shop?

Every shop needs someone's constant care. Be it welcoming incoming customers, understanding their needs and desires, and listening to their complaints.

Woman chatting with 3 other people online, via video and chat. Illustration by Freepik Storyset.

The Challenge

Your website is a shop open to the world at all times. Even if you don't complete the sale within it, people visit your website to learn about your products, your services, your history and your experience in the segments you operate.

Still, most websites are like unattended stores. Visitors, customers or potential customers, come in, walk around and leave with no one to interact with them at the time. A huge waste of opportunity.


So, how about if you were able to serve all visitors individually, when they are “on your site”?.

Well, this is Intercom's proposal. Created in California in 2011 by four designers and engineers, Eoghan McCabe, Des Traynor, Ciaran Lee and David Barrett.

Intercom is classified by market experts as a “live chat”, but it is much more than that. It is a conversational relationship platform that promotes the engagement of new customers, and maintains the relationship with your customer base while they are visiting your store, oops, your website.

Woman making contact by cell phone with customers. Illustration by Freepik Storyset.

Service Funnel

Send messages to your customers dynamically.

  • Proactive Support
  • Self-Serve Support
  • Human Support
Man evaluating with happy and sad faces. Illustration by Freepik Storyset.

Proactive Support:

  • to serve customers who have little contact with their products and are in the initial process of looking for more information.

Self-Serve Support:

this is where software robots (bots) come in, which will handle the most common and recurrent demands in an automated way without the intervention of a human attendant.

Robot answering a chat. Illustration by Freepik Storyset.
Woman serving customers via computer. Illustration by Freepik Storyset.

Human Support:

most of the calls are made in the upper layers. That's why the professional attendants come in here who will have the entire history of that customer in the palm of their hand for an assertive and effective conversation.

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Intercom and Siena Company have created several platform acquisition models to suit everyone.

You can simply purchase the product and implement it with your in-house team, right up to outsourcing customer service to Siena Company. Make your site an active environment, where each visitor has the opportunity to talk to you in an immediate and personalized way. Contact Siena Company today for a quote.