Hi Julie,

At Isara, we predict CSAT for every conversation (Intercom, HubSpot, email, calls) so you don’t have to send surveys, everything is tracked in one place.
I sent you a quick message if you’d like to hear more.

Florian

Hi, ​@Julie Denecheau. 

To the best of my knowledge, this feature is not available in Intercom at this time. You could probably set up a CSAT survey with a third-party tool like Type Form and send that out via workflows from the different pieces of your tech stack.

You could likely create an outbound message that you trigger off from a webhook that listens for interaction from the other platforms that customers message you on.

The difficult part is tying back the survey from the outbound message to an interaction. I did something like this using tags and outbound messaging, but I could not tie back the survey to the customer interaction so we didn’t continue with that solution. My use case was after a phone call, I want to send CSAT via email to the customer. 

We created a wishlist item for sending surveys independent of what channel the communication originated from. 

Send surveys via channel other than contact channel | Community

I hope this helps!

​@Julie Denecheau  sounds like you are only using intercom for chat. Is that right? You can have intercom handle emails too, and phone calls.

For all conversations in intercom highly recommend checking out intercoms CX Score it can provide a full picture and very useful rating (comparable if not better) than CSAT that you can use to pin point sub par customer experiences and take action.

Alternative Option
Based on your description of using HubSpot and Intercom and having multiple channels (email, inbox, calls, video calls, chat) another system your could look at is https://www.simplesat.io/ it might deliver what you need across all these channels letting you create a centralised CSAT.



But I do believe the days of CSAT being a high valued metric are going and more predicted/AI provide style CSAT will take over so I’d suggest exploring that route to compare ROI against standard CSAT for you own business case.

Hi everyone, thanks so much for your valuable insights—they’ve been really helpful. I think the simplest solution for us will be to use a third-party survey tool. I’ll run a quick benchmark and then integrate it with HubSpot and Intercom so it triggers when tickets or conversations are closed.

​@Julie Denecheau we make a product that has both Hubspot and Intercom integrations (and Zendesk and others), and can provide a unified CSAT across all - have a look at Isara here https://www.intercom.com/app-store/?app_package_code=tappa-insights  or on our website here https://www.isara.ai/  - or if you would like a demo DM me and I will arrange one.

All the best

Jon