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Help to find a way to improve our reporting and tracking of customer habits


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Hi All,

I'm trying to find a way to improve our reporting and tracking of customer habits in our HC. Intercom offers data about the content reads/reactions etc, but it's just not deep enough for us. I want to be able to find comprehensive search terms, where customers are coming from and journeys within the HC, scroll depths etc.

As GA is about to be upgraded, our IT team have asked us to find a workaround til GA4 is implemented next year. I wanted to look into GTM but apparently we need a zapier type 'middle man', which I'd prefer not to invest in if there is a more direct alternative. Does anyone have any experience/suggestions for me?

10 replies

Jana
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  • Active User
  • 47 replies
  • June 9, 2022

I think this might be something for the @Product Wishlist​... My team is also struggling with the depth of reporting available for Articles within Intercom. We're using GA as well, but this is almost the only thing we still use GA for - everything else is in Mixpanel and it would be cool if we could get this data into Mixpanel more easily.


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  • Connector
  • 5 replies
  • June 13, 2022

I am curious about this too. A bit of a dumb question, but what is GA?


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  • Author
  • Active User
  • 15 replies
  • June 13, 2022

Hi, not dumb at all, was just in short-hand mode. GA = Google Analytics.


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  • Connector
  • 5 replies
  • June 13, 2022

To be fair I should've been able to figure that out...thanks anyway! We use Mixpanel currently to track app usage, but nothing about the help center. If it's not possible to get deeper analytics directly on Intercom reports, perhaps Mixpanel is the next best thing 👀


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  • Author
  • Active User
  • 15 replies
  • June 13, 2022

Interesting, both you and @user86​ suggest Mixpanel, Thank you, I'll take a look. I'm not familiar with it, so hope it's what we need :)


Jana
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  • Active User
  • 47 replies
  • June 13, 2022

Just as a warning, we've been struggling to get Help Center data into Mixpanel, which is why we're still using GA for that. For everything else Mixpanel is great, though - and much more user friendly than GA!


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  • Author
  • Active User
  • 15 replies
  • June 13, 2022

Ah right, thanks for the heads up.


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  • Active User
  • 31 replies
  • August 1, 2022

Reporting on articles is REALLY needed. We have a lot of articles segmented to users based on some account data. if they somehow click a link to an article that is not segmented to them, they get a page that says the article is not there anymore. (not great) but I can't get any reporting to show me WHO those users are, and where they are getting to the article from. I want to be able to run reporting on article views based on people attribute data so I can tell if certain articles are less useful for one segment or another. and, I need to be able to export all my articles reporting, not have to click into each article to see the graph and stats. This is impossible given our volume.


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  • Connector
  • 5 replies
  • July 25, 2023

Similar to this, does the GA tracking collect video clicks in the articles? is this the only way to track this? 


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  • Active User
  • 31 replies
  • August 25, 2023

It is so frustrating knowing that Intercom has all this data we NEED but won’t let us get to it.

I want to know how many total users were seen in a given period...but intercom only shows how many NEW users were seen.

I want to know which users were seen, and what they did. I want to know what they searched for, and how long between visits, and so many many other things.

I want to segment my conversation funnel to show self service by segment.  which segment is interacting more?  which has a higher deflection rate? higher engagement rate? 

we DONT want intercom to build out reporting of what they think we want to measure.  We want to be able to access the data already being collected by intercom!!

 


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