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Reporting on customer insights gathered from intercom

  • February 26, 2025
  • 2 replies
  • 20 views
E

Hello! Just curious to know if anyone has found a good process and rhythm for sharing customer insights and trends from intercom with their team who is not in intercom. I’m trying to figure out any best practices for translating tags and topics into something simple that I can share regularly with our staff outside of customer support. Would love to hear what has worked well for others!

E

I’m sorry I didn’t mean to post this in this group and can’t figure out how to move this conversation or delete it :( This probably is a better question not in a Fin Group. Apologies. 

J

We haven’t invested in it yet as it’s an add-on feature, but I think the conversational insights is supposed to capture these types of insights! It’s under Reports > Conversation topics. 

 

We also use tagging quite religiously to help gain insights on conversations and tickets. Being able to automate pulling out the bigger story about these tags with more data around the conversations’ sentiment and/or specifics would be so helpful! We use an external tool for processing all our insights and they had an AI generator for conversations but it still wasn’t powerful enough to really understand the nuance of the conversation, unfortunately. If Intercom’s Conversation Topics is more accurate it would definitely be a worthwhile investment!

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