Best practices for sharing customer insights gathered in Intercom

Hey ​@Erin from Hallow, 

While a teammate does need access to your Intercom workspace to view a report, we’ve seen customers share screenshots of their Intercom reports to share externally. I’ll share some best practice docs around tracking topics using tags and conversation attributes and reporting options. 

Keep track of support requests and bugs by tagging conversations

Conversation tags reporting
 

You also have the option to export the raw data from your conversations which you can use to build your own report outside of Intercom. 

Hope this helps! 

Hey ​@Erin from Hallow, this sounds like “Voice of Customer” reporting. That’s often done by a customer support or customer experience leader, and is a great way to bring marketing, sales and product insights to the rest of the company - that they would often miss out on! Intercom has a detailed overview of the process in this article, and I’d recommend that as a starting point. 

That’s often run on a monthly or quarterly frequency with a presentation or written report to share insights (eg: What customers are reporting as pain points, feedback on a recent product launch).

I will say that we’re at a pretty exciting point because VoC reporting would often take a massive time-investment, and often only look at a sample of conversations. There are some AI-drive VoC tools I like that I can point you too, which integrate with Intercom, if you’re interested: DolphinAI and Birdie (I don’t work for either and don’t get anything from recommending them - I just like what they’re doing!). 

I have a few recent emails about VoC from my daily support email that I can share too, if you’d like.

Hope that helps! 

Conor