Facebook groups are a great place to find out information and exchange ideas for people interested in the same topics. It also serves as a forum for discussion and feedback.
Intercom is a customer communication platform built for business, used by many businesses from small start-ups to global enterprises. It enables targeted communication with customers on your website, inside your web and mobile apps, and by e-mail.Intercom Integrations
Facebook Groups + IntercomCreate/Update Lead to Intercom from New Post in Facebook Groups Read More...
Facebook Groups + IntercomCreate/Update User to Intercom from New Post in Facebook Groups Read More...
Facebook Groups + IntercomSend Incoming Message in Intercom when New Post is created in Facebook Groups Read More...
Facebook Groups + IntercomCreate/Update Lead to Intercom from New Event in Facebook Groups Read More...
Facebook Groups + IntercomCreate/Update User to Intercom from New Event in Facebook Groups Read More...
It's easy to connect Facebook Groups + Intercom without coding knowledge. Start creating your own business flow.
Triggers when a new event is created for a group.
Triggers when a new photo is added to a group's feed.
Triggers when a new status is added to a group's feed.
Triggers when a new video is added to a group's feed.
Triggers when a new conversation is created by a user in Intercom.
Triggers when a new Lead is created.
Triggers when a new user is created.
Creates a new message post in a group's feed.
Creates a new photo post in a group's feed.
Create or update an Intercom lead. If an ID is provided, the lead will be updated.
Update a user within Intercom given their e-mail address.
Send a message from a user into your Intercom app. Note: you must have a valid plan on Intercom to access this action.
The word Facebook is something that everybody knows nowadays and most of the people use it in their daily life. We can create groups, events, pages and apply for jobs, just to mention a few. However, with all these features, Facebook lacks some important features that can be useful for companies that want to connect with its customers. In this article, I will analyze Facebook Groups and Intercom, how they work independently and how they can be integrated in order to create a better experience for both users and companies.
So, what exactly is Facebook Groups? It is a platform that allows a company to create a group/page for its customers. This group can be used for many things, such as promoting the company product or service, asking for feedback from the customers or simply contacting them. The group can also be used for promotions and advertising, as well as live chats with customers. Creating groups is free, but it is only available to the official Facebook pages of companies, organizations and brands. These groups are designed to let customers communicate with each other in a safe environment where they can offer help to one another or engage in discussions. Moreover, groups can be created by private individuals in order to promote any cause or interest (Mallen, 2017. A model of a sample Facebook Group is shown in Figure 1.
Figure 1. A sample of a Facebook Group.
In addition to the function of creating groups for its customers, Facebook has another feature called Intercom. It is a messaging app which helps companies to reach out to potential customers and answer questions. Customers can send their messages through Intercom via emails or by using social media platforms such as Facebook Messenger (Intercom, 2017. Companies can also do the same thing to respond to messages sent by their customers and so on. However, Intercom cannot accommodate more than 5,000 users at once (Idinopulos, 2016. Figure 2 shows a sample of an Intercom page.
Figure 2. A sample of an Intercom page.
As you can see in Figure 2 above, there are different tabs that allow customers to access various features of the page. One of these sections is called “Intercom” which is where customers send their messages or receive messages from companies (Intercom, 2017. If any customer wants to write a message on the Facebook page of a company, he or she will have to go through Intercom first before posting his or her message on the company’s page (Intercom, 2017. In addition, if a company wants to post a message regarding new products or services on its page, it must use Intercom because it is not possible to directly post comments on Facebook (Intercom, 2017. Hence, if a company does not use Intercom, its customer’s messages will be ignored. This means that customer’s messages cannot be seen by the company without going through Intercom first. Therefore, it is clear that companies can only communicate with their customers through Intercom if they use this feature. On the other hand, companies are not obliged to use Intercom since they could still communicate with their customer without using this feature. In fact, they could even ignore their customer’s messages altogether by ignoring them on Facebook page without using Intercom. In other words, when customers send messages directly to a company without using Intercom, these messages will not be received by companies (Intercom, 2017. Figure 3 shows an example of how a company communicates with its customer through Intercom.
Figure 3. How a company communicates with its customer through Intercom.
By integrating Facebook Groups and Intercom together, both companies and their customers have many benefits. For example, companies will be able to respond faster to their customer’s messages instead of ignoring them because they do not use Intercom. In addition to faster responses, customers will also have more chances of getting better answers from companies because they can send their questions directly to companies through both Facebook Groups and Intercom instead of waiting for weeks until they get an answer from companies. As a result, both companies and their customers will get better experiences using both features (Idinopulos, 2016.
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