I wanted to share a couple of product improvement suggestions based on how we’re currently using Intercom within Customer Support:
1. CSAT Configuration
At present, the “OK” CSAT rating is classified as a negative result. From an operational perspective, this doesn’t accurately reflect customer sentiment, as “OK” is not inherently negative. It would be beneficial to have the ability to configure CSAT rating groupings at workspace level, allowing teams to define what constitutes positive, neutral, or negative feedback.
2. Reporting on Unanswered Outbound Messages
Currently, there is no visibility on outbound messages sent to customers that do not receive a response, as these are not classified as conversations and are excluded from the conversations dataset.
Introducing a report or metric to track unanswered outbound messages would provide a more complete view of agent activity and productivity, ensuring all types of customer interactions are accounted for.
Both of these enhancements would significantly improve the accuracy of reporting and performance measurement within Customer Support teams.