Monitor & improve the customer journey.
- Trigger in-app surveys, email surveys or surveys in Intercom Messenger based on user attributes. For example, send a Customer Effort Score survey after onboarding, CSAT survey upon support case closure, or a Net Promoter Score survey 60 days prior to renewal.
- Survey responses flow back into user records in Intercom.
- Get started in days, not weeks.
Close the loop with customers right from Intercom.
- Get Support working right away! Automatically open conversations when feedback comes in, if desired, to prompt follow-up with the customer.
- Send auto-messages based on survey score. For example, automatically follow up with detractors to learn more, or invite happy customers to your referral program.
Hear from more customers. Supplement in-chat surveys with email.
- Reach off-line stakeholders with email surveys.
- Follow up with customers who don’t respond in-app.
Analyse all of your customer journey metrics.
- Net Promoter, CSAT and Customer Effort Score dashboards.
- Track CX metrics across channels, touch points, and across your entire customer base.
- View your rolling average metrics over time. Diagnose by your business drivers.
- Close the loop with customers.
- Never miss a trend – automatically receive a continuous pulse of customer sentiment.
- Qualitative feedback is auto-categorised so you can learn why your customers love you or don’t.