Skip to main content
Answered

How do people proactively analyse conversations and identify trends?

  • 8 January 2025
  • 1 reply
  • 24 views

Hello!

This quarter we’re working on moving to a more proactive support approach, an element of this is building out our helpcentre/FAQs and utilising the AI bot.

However I recognise the importance of studying our support queries to really understand what people are asking, learn what’s missing from the help centre etc.

But how do people tend to do this?

Does intercom have any functionality which reports on questions people are asking which the bot can’t answer? Or do people download conversation data and manually read through conversations?

I’m uncertain atm the best approach within intercom.

Best answer by Miles

Hey Beth,

 

Great to hear you’re working on a more proactive support approach! Here’s what I’ve seen work well:

  1. Use Intercom Reports: Leverage tags and bot analytics to track common topics and spot what the bot can’t resolve. “Unresolved” questions are great for identifying gaps in your Help Center.

  2. Export Data for Trends: Some teams export conversations to review manually or use tools like Excel to find recurring questions.

  3. Combine Both: Start with Intercom’s insights, then dive deeper by reviewing exported data for patterns or nuances.

Intercom’s reporting tools are a good place to begin. Let me know if you’d like tips on setting up tags or analyzing data!

View original
Did this topic help you find an answer to your question?

1 reply

Miles
  • New Participant
  • 2 replies
  • Answer
  • January 8, 2025

Hey Beth,

 

Great to hear you’re working on a more proactive support approach! Here’s what I’ve seen work well:

  1. Use Intercom Reports: Leverage tags and bot analytics to track common topics and spot what the bot can’t resolve. “Unresolved” questions are great for identifying gaps in your Help Center.

  2. Export Data for Trends: Some teams export conversations to review manually or use tools like Excel to find recurring questions.

  3. Combine Both: Start with Intercom’s insights, then dive deeper by reviewing exported data for patterns or nuances.

Intercom’s reporting tools are a good place to begin. Let me know if you’d like tips on setting up tags or analyzing data!


Cookie policy

We use cookies to enhance and personalize your experience. If you accept you agree to our full cookie policy. Learn more about our cookies.

 
Cookie settings