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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.

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!

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