In case you missed it, customers’ expectations have changed.
The way we communicate with them has changed, and Intercom users are leading the way. Customers and prospects like communicating via Intercom chat. It’s efficient, modern, and conversational.
Integrating a customer feedback program with Intercom takes customer experience to the next level. Having all your customer experience data gathered, viewed, and managed in Intercom sets you up to build high-quality relationships with your customers.
Easy, breezy, and code-free option: Surveys in Intercom chat & email
Wootric gives Intercom users two code-free ways to survey customers – in Intercom chat and via email. The survey responses then flow back into Intercom records to view for follow-up.
Wootric Surveys is an Intercom Messenger app, available now in the Intercom App Store, that lets you send surveys within the Intercom Messenger chat bubble. From your customers’ point of view, sending Wootric surveys through Intercom makes sense — that is where they are used to getting communication from you.
Alternatively, you can survey your customers via email. Download the free Wootric email survey template (you’ll find it in Wootric settings) and upload it into Intercom.
Whether you are surveying in Intercom chat or via email, you can create auto-messages based on Intercom rules and attributes, or send a survey out to individual customers manually.
Here are the top 5 use cases for the Wootric-Intercom integration to unify your customer feedback program.
Target a specific customer segment with an NPS survey campaign
To better understand the sentiment for each your customer personas, set up a campaign-style auto message with a Net Promoter Score survey in Intercom.
For example, you may choose to target all of your enterprise customers, or all of your self-service customers. Perhaps you want insight into customers in the EU, Asia, or South America. You could also choose to survey customers who have been with you for 6 months.
With Intercom and Wootric, you can send a survey can be based on any group of customers that you can define in Intercom.
Target customer surveys based on a product or service milestone
Gather feedback after product or service milestones. The feedback you gather at customer journey points can help you prioritize improvements that will increase customer retention. Here are two popular examples:
- Deploy a Customer Effort Score (CES) survey after a product milestone is achieved
If you are trying to understand customer sentiment around installation processes, onboarding, or other product milestones, the Customer Effort Score is the survey for you. Measuring customer effort gives you insight into pain points or friction that customers may experience while using your product or service. Asking “how easy was it to __” will help you quantify ease and give you wide-ranging feedback. You may find that your processes (e.g. installation, getting started, etc.) are easy enough, but documentation is difficult to find. Customers may end up going to Customer Support because they are frustrated about finding answers and instructions on their own.
As for when to send a CES survey, you may choose to send a survey via auto message for folks who have logged into your platform after completing onboarding. You could choose to send an email survey to users who have exported their data to another platform to see if the process is easy enough. Surveys can be triggered based on any event you are tracking in Intercom, giving you a plethora of options.
- Send a Customer Satisfaction (CSAT) survey to ask about product features
Customer Success and Support aren’t the only teams that will benefit from surveys via Intercom.
This channel is a great way to survey customers about different product features as they use them. For example, you can choose to deploy a CSAT or “PSAT” survey to all users who have used a feature X number of times or 30 days after upgrading to a new feature set.
The feedback you get from asking the Customer Satisfaction question can be valuable to your product development team and product managers.
Make sure everyone is covered
- Send a survey in a live conversation
“Oops, I didn’t mean to score you a 2!” Sometimes a customer will make a mistake or get distracted and fail to click “submit” when they see your survey.
Now, you can manually insert a fresh survey into the conversation. This lets you fill in the gaps that automated campaign-style messages may leave.
- Hear from more customers by sending an in-app survey to people who don’t respond to email surveys
If you’ve been surveying your customers via email, you may find that a good portion of them go unopened. Other email surveys may be opened and the surveys don’t get filled out because folks think “Oh, I’ll get to that after I finish up this other thing!”, then get distracted and forget about your survey.
Cover your bases and reach customers where they’re already working by sending these users another survey via Intercom messenger.
The set & forget option: Wootric in-app surveys
One challenge with Intercom auto-messages is that they are not recurring. If you want to survey your customers say, every 90 days, the best way is to install the Wootric code snippet on your web application (or use the SDK for you mobile app). Then you can easily configure your sampling requirements and survey cadence in your Wootric settings. The best part is that survey responses collected this way will still flow into Intercom records for follow-up action.
See survey feedback & respond to customers in Intercom
Consolidating all of your customer experience data in one platform isn’t just efficient. It provides your customer-facing agents with vital context as they interact with users without having to shift from one platform to another.
For example, your Customer Success Managers will be able to see each company’s survey responses, including user comments.
Your Support and Success agents can manage the follow up with customers in the same platform that they view users’ survey responses. The Wootric integration can be configured to automatically open a conversation when a survey response is received. This can prompt team members to reach out to personally to thank the customer or follow up on any issues. Or, set up auto-messages to response to customers based on their score. For example, trigger an email that asks happy customers to write a review of your product.
With Intercom, customers know where to expect communication from you and know exactly where to reach out for help. Using Wootric and Intercom together is a convenient way to close the loop with customers, letting them know you value their feedback.
Get started with the InMoment-Intercom integration today!