I can manually extract this data from an exported conversation volume report, but is there a way to do this directly within Reports in intercom? If not, consider this a feature request.
Answered
What's the best way to determine which customers write us the most frequently?
Best answer by AdamFlorin
I’d suggest using Intercom’s reporting features to track how many messages each customer sends over a certain period. Creating a custom report that counts conversations per user can help you easily spot who’s contacting you the most.
+2Hi!
Here are my findings:
To identify customers who write to us most frequently, you can use the customer engagement overview report. Here's how:
- Go to Reports > All reports > Intercom reports.
- Select the customer engagement overview report.
- Choose your desired date range at the top.
- Scroll down to the section showing users who received the most messages.
This will help you see which users are engaging with you most often. For a more detailed view of conversation topics, you can also use the conversation tags report to filter by user tags and see what specific groups of users are writing about.
Note that customer engagement overview shows the most amount of messages and it is a legacy report.
Hope this helps!
Completely missed that report. Thank you!
+2It’s a bit hidden away haha. Happy to help!
I’d suggest using Intercom’s reporting features to track how many messages each customer sends over a certain period. Creating a custom report that counts conversations per user can help you easily spot who’s contacting you the most.
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