By combining the power of Survicate surveys with Intercom's Series feature, you can boost up your response rate, and reach your customers where they feel the most comfortable answering your survey.

  • Uncover your active users' insights by surveying them with in-app surveys,

  • Automatically follow up with the users who didn't respond to your in-app with an embedded email survey,

  • Automatically capture user's first & last name and email address information - so you can act upon scores with follow-up emails to prevent churn or boost referrals,

  • Pass your survey responses to Intercom as user / company attributes, tags, and events.

Things you will need:

  • A free account at Survicate (Sign up)

  • An Intercom account with Series feature

Step 1: Create an Intercom Messenger survey

Select 'Intercom Messenger Survey' from the list of options, and pick whether you'd like to use a ready template or start from scratch. Then, build your survey by adding your questions, and applying survey logic.

Intercom Messenger surveys button

Step 2: Pass survey responses to Intercom as tags and/or attributes

In order to identify the users who have answered the survey, we need to pass information regarding the user participating in the survey to Intercom. You can pass information as a tag or as an attribute, this guide will work for both these cases.

Head on to the "Connect" tab of the Intercom Messenger survey you've just created, find Intercom from the list, and click the "connect" button to set up the authorization (If not authorized before).

Intercom integration connect button

Under the Settings tab, you will be able to see the options to send responses to user or company profiles as tags and/or attributes. Pick your desired action here, and set up the tag/attribute.

We've chosen to tag each respondent who answered our first question with the tag "kb-survey-replied". You can add more tags, or send tags and attributes at the same time.

Setting up Intercom tags

Step 3: Create your in-app message in Intercom series

Start by creating a new series in Intercom, and defining the group of users who will enter this series, meaning your target audience. For our survey, we decided to send this survey to the visitors of our help center.

Entry rules in Intercom Series

Add your chat message to the series from the right-hand window. Then, insert your survey to your Intercom message by clicking on the➕ that appears on the left-hand side of the message. Choose Insert app > Survicate Customer Surveys from the list and pick the survey you want to add inside your message. See How to run surveys in Intercom messenger article for detailed instructions.

Inserting Survicate Customer Surveys into an in-app message

Once you are ready, save your chat message.

Step 4: Set up your email message audience

To send the follow-up email survey only to the users who didn’t answer the in-app message, we will need to define this group in the series. This is where the integration we've done on the second step will come in handy!

Firstly, we need to set up a delay between the messages so that customers won't be getting the same survey simultaneously. For our guide, we decided to wait for 7 days to send the email survey follow-up.

Next, we need to exclude the customers who have answered the in-app message survey. As we are tagging every respondent who answered the first question of our survey with "kb-survey-replied" all we need to do is to exclude the customers who have this tag from the audience of our email.

A tag is excluded from audience filter

After applying these steps, our series looks like this:

Intercom Series flow

Step 5: Create an Intercom email survey

Now that we have our Intercom Messenger survey and email survey audience ready, let's create the survey that we will embed inside our follow-up email. For this, select 'Email or shareable link survey' from the list of options, and pick whether you'd like to use a ready template or start from scratch. For ease of analysis, it's better to have the same questions as your Intercom Messenger survey, so keep that in mind.

See 'surveying users via Intercom emails' article for detailed instructions.

Email or shareable link survey create button

📌You can enable Intercom integration for your email survey as well, although it's not necessary for this particular guide, highly recommended. Follow the steps in the Intercom integration article to set up the integration.

Step 6: Create your email survey in Intercom series

You can embed Survicate survey's first question inside the email body, and start the survey directly from the email. This is a proven way to boost your response rate! Your respondent will then be redirected to a landing page to take the rest of the survey.

Head on to "Share" tab of your survey in Survicate and grab HTML code by clicking Get your code.

HTML code copy screen

Then, head on to Intercom's series you are working on, and add an email message. To embed your survey inside the email, click switch to HTML editor on the bottom left of the email builder.

Switch to HTML  editor button

Replace the code with the one you've copied from your Survicate survey, and enter the subject of your email.

Intercom HTML email builder

After applying all the steps, our series looks like this:

Intercom Series flow final

And that's it. Now set your series live and dive into your customer feedback! 🚀

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