With Survicate, you can create email surveys to send to your customers via Intercom Outbound Emails. By default, the Survicate - Intercom distribution automatically captures the respondent's first & last name and email address information - so that you know who responded to your survey. You can also enable Intercom integration to send the responses back to users' profiles in Intercom.
💡This article shows how to send a survey via Intercom email in 5 steps. If you want to keep your users in-app while they answer your survey, please consider using in-app surveys for Intercom Messenger.
In this article, you will learn how to:
create an Email or Shareable link survey;
configure the survey for a better respondent experience;
send the survey as a link or embed it into Intercom emails.
Step 1. Create an email survey
Start by choosing the Create new survey button. Select Email or shareable link survey, and pick whether you'd like to use a ready template, build a survey with AI, or start from scratch:
Continue building your survey with this guide.
❗️Please note, If you want to embed your survey into an email, the first question of your survey needs to be either a Welcome message, a Single-answer selection, a Smiley scale, a Rating scale, or a Net Promoter Score®. If you choose any other type of question as the first one, we will only provide you with the link to your survey.
Step 2. Design your survey experience
Customize your survey page in the Theme tab by choosing the right theme, and set up your email survey template in the Email tab. Make your surveys entirely branded as your own!
In Settings, you can also enable navigation, a progress bar, or the email answer confirmation feature. In the Texts tab, you can modify the survey's messages.
Step 3. Configure the survey settings
Once you are ready with your survey, head to Launch ➡️ Identify respondents and pick Intercom Emails as the distribution tool so that respondents are recognized with their names and email:
In the Launch tab, you can also enable other options, such as retaking, end date, or expiration date. Read more here.
Step 4. (Optional) Set up integrations for your email survey
In the Connect tab, enable Intercom integration or connect any other tool you use to send the collected responses to your apps.
With Intercom integration, you can:
Save responses in Intercom as user or company tags, attributes, and events for better customer segmentation;
Start a conversation inn your Intercom inbox upon text feedback to take rapid action on your customer's inquiries;
Create new users or companies in Intercom with new survey submissions;
Filter survey results with Intercom data in the Analyze tab.
Step 5. Share your survey
Head over to Launch ➡️ Share and decide how you'd like to send your survey.
Direct link
Grab a link to your survey, and hide it behind a CTA button or hyperlink.
Launch in an email
Display the first question directly in the email's body to start the survey from the email. Respondents will be redirected to a landing page to take the rest of the survey.
1. In the Email embed section, click Get email code, then copy the HTML code.
2. Go to the Intercom email you want to use for the survey and click Switch to HTML editor in the bottom-left menu, and confirm switching to HTML editor.
3. Replace the code with the one you've copied from your Survicate survey. Once done, on the right-side menu, you will be able to preview your survey.
4. Enter the subject of your email in the field just above the dark code area.
5. Make sure that you’re compliant with Intercom’s rules for emails.
6. Choose your audience that will receive the survey. For example, you might want to send an NPS survey only to users using your app for longer than a month or only to your active Customers.
🚀 Once you've got everything ready, set your message live, and get ready to dive into your insights.
I've sent a test survey, but the response is anonymous. How can I know who answered the survey?
Please remember that sending a preview email will make the responses anonymous. If you want to test the whole experience and the integration, you need to send the email to an existing contact via the Set live option.
📞 If you have any questions about sending a survey via Intercom Email - feel free to reach out to our team via chat or email: support@survicate.com
Net Promoter, NPS, and the NPS - related emoticons are registered U.S. trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.