How does it work?
When asking a text (open answer) question you may choose to have an Intercom conversation opened, to quickly act upon users' feedback, ask follow up question and drill down on insights.
Possible use cases
There are many ways you can use this option:
- Reply to NPS rationale in real time to activate promoters or to find out more what's behind lower scores.
- Dig deeper upon receving product feedback or feature requests.
- Get more detailed 'job to be done' story for your sales team.
- React on cancellation reason to reduce churn.
How to set it up? 💬
When adding a text question you will see a checkbox Start a conversation upon answer received.
Enabling that option will result in new conversation being created with a user answering a text question.