Survicate x Intercom — best practices

Learn more about how to use Survicate with Intercom

Anastasiia avatar
Written by Anastasiia
Updated over a week ago

Discover how the Survicate x Intercom integration can revolutionize your customer communication, feedback analysis, and feature development! This article provides valuable tips for utilizing Survicate surveys and Intercom integration to take your service to the next level. Get ready to elevate your customer experience game!⚡️

Reach your users directly within your application

Use Intercom Messenger Chat surveys to engage customers during conversations. These surveys enable you to ask the right questions at the right time, helping you to better understand your customers’ preferences and needs.

Alternatively, you can create a link/email or Intercom survey to send directly within your Intercom outbound messages using the targeting rules.

Automate quarterly NPS® surveys with Intercom 🔁

Use the Survicate x Intercom integration to configure an automatic distribution of your NPS surveys at defined time intervals. Keep it simple and ask your customers to rate their likelihood of recommending your product or service on a scale from 0 to 10.

With the help of the Intercom Series, you can automate the feedback-gathering process from your customers. This makes it easier for you to collect valuable feedback without worrying about repetitive tasks.

Send responses to Intercom as tags or attributes

You can enable Intercom integration in the Connect section of your survey and pass your survey responses back to Intercom user profiles. This lets you send different communications to customers based on their tags.

Don't forget to say "Thank you!"💌

with Outbound 📩

Follow-ups are a great way to connect with your customers, build stronger relationships, and even turn unhappy customers into loyal advocates. Take advantage of these opportunities to engage further with your customers and show them that you care about their experience. This way, you can use Outbound messages.

When a Survicate survey is answered with specific responses, you can use Rules to send a message. For example, when the NPS response is 9 or 10.

with Series 🔀

You can send a follow-up message to a respondent who answered your NPS survey. Depending on their responses, you can send them different messages by building rules in a Series.

Crafting personalized messages to thank Promoters for their support is a great way to show genuine appreciation for their feedback. Consider including special offers or inviting them to join your loyalty program to make them feel valued. These small gestures can go a long way in maintaining positive relationships with your customers.

Reaching out to those who have expressed negative feedback provides a chance to make improvements. It's essential to offer a sincere apology for any negative experience they may have had and provide an opportunity for further communication to address and resolve their concerns.

Filter survey results by Intercom data in the Analyze tab of your survey 📊

To filter your survey responses by Intercom contact data, go to Survey settings ➡️ Integrations, search for Intercom, and enable the Synchronize user data from Intercom feature.

Please see the next steps here.

Gather a comprehensive list of feature requests with an outbound post💡

It may be worth contacting your customers to inquire about any missing features that could improve your product's functionality. Consider sending out a survey to gain insight into what your customers would like to see in the future or if they feel any features are lacking. This proactive approach could lead to valuable discoveries and improvements for your product.

Here are some examples of how you can reach out to your customers:

Hey there! 👋🏼

We're excited to hear your thoughts! What features do you think would make our product even better? We value your input and want to ensure we meet your needs.

Thanks for your help!

Hey [name] 👋🏼

I was wondering if you could give me some feedback on the features of our product.

We're always looking to improve and make sure we're meeting the needs of our customers. Any thoughts you have would be greatly appreciated.


Ask for feedback to improve your Help Centre📚

To improve your Help Centre, ask your customers for feedback on their experience and the usefulness of the articles they read.

We suggest using the Intercom survey to gather feedback on your article as a valuable step in improving your customer experience. Participating in this survey is a fantastic opportunity to gain valuable insights that can help you improve your content and enhance overall customer satisfaction. Take advantage of this chance to take your business to the next level!🪄

With Intercom functionality, you can add Rules, Frequency, and Scheduling to your outbound post. This can help you set up the audience, the URL of the visited article, and other targeting options.

For example, at Survicate, we configure surveys to appear in our articles after customers have been on the page for 6 seconds on any day, any time.

Get ready to create your survey by exploring the usefulness of your article with the following questions:

  • Was this article helpful?

  • Have you resolved all your doubts with this article?

  • What would you like to learn about [name of feature/product]?

  • What was difficult for you to achieve without this article?

  • Would you like to try out the [name of feature/product]?

  • How would you rate your overall experience using our help center, from start to finish?

  • Is there anything we could improve in our help center's content or functionality?

  • How easy was it to find the information you were looking for in our help center?

📞 If you have any questions or need further assistance - feel free to reach out to our team via chat or email:

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.

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