Surveys

Use Intercom Surveys to capture customer feedback and use it to create a better customer experience

  • 44 Topics
  • 81 Replies

44 Topics

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svencuNew Participant
asked in Surveys

How to identify users that respond to an Intercom survey embedded in an email?

I have a survey running in our mobile app, with a fallback to email if users do not respond to the survey. At the moment users that submit the survey via email are unidentified. Is there a way to pass a long user info in the survey url to solve this?

2
V
14 hours ago
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alice010New Participant
asked in Surveys

Launch a survey based on specific user behavior (mobile)?

Hi,Is it possible to launch a survey on mobile at a specific step in a user flow, based on their actions? For example, if they open a check-in step but then close it without actually checking in, I’d like to ask them to select a reason why.Thanks in advance! Alice

2
A
27 days ago
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Tess BNew Participant
asked in Surveys

Thumbs up and down for survey option?

Hi,  I want to create a survey to get an idea if a new feature is working as expected. How can I create a survey with “How did our xxxx do?” thumbs up and down, with an optional free text field after selecting?

2
T
1 month ago
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abdulaziz alarifiNew Participant
posted in Surveys

SLAs Question

Can we modify the SLAInstead of deletion ?

0
A
2 months ago
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Claudio NuñezNew Participant
asked in Surveys

CSAT Survey

hi. can I change the phrase "Rate your conversation" when I close a conversation?

1
Racheal
2 months ago
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Kurt StrangNew Participant
asked in Surveys

Surveys to scale on mobile screen viewports

With surveys is there any way to get them to work well on mobile devices when they are large format?Here attached from Intercom is what the survey is suggested to look like on mobile view, which I presume is if you’ve done the work with SDK’s to make the survey push on an app.It looks pretty tidy!Mobile view from Intercom survey previewBelow is an actual image of the same survey in real life on a standard Android phone. It doesn’t look as good, and on even smaller mobile devices some of the survey can’t even be read without scrolling _horizontally_ :| I am guessing it’s because it’s a mobile device accessing a web app and not an actual mobile app. Is this a correct assumption?Secondly, is there any way to get the formatting to scale better on mobile. Something to match what’s shown in Intercom’s preview would be great. Any other suggestions I’d welcome too!  

1
Eden
2 months ago
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Nico Del PianoNew Participant
asked in Surveys

Keep sending survey till user completes it

Hi all,I’m using an event tracking to trigger a survey from code:window.Intercom('trackEvent', 'open-survey')I have set up the survey to trigger on this event, and it works fine.What I want to do is to keep sending the survey till they actually complete it.I have to collect responses and I’d like to force them to actually respond (not only dismissing the survey but completing it). How could I achieve that? Is there anything I’m misunderstanding here?Thanks in advance

1
N
2 months ago
上
上野 千晴New Participant
asked in Surveys

After collect Surveys and update Company Details?

If I use Intercom's Survey and find out the aggregated results for customer A,Is it possible to have the results as data in A's account information（visible details）?For example, how often do you log in each month? to the question,If the answer is 5 times, I would like to know if it is possible to record the data as Store A's Login Count 5.t: 5.

1
Eden
2 months ago
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CarolineNew Participant
asked in Surveys

Can I follow up my Product Tour with an NPS banner?

I want to ask my customer who have completed a product your to give me an NPS score - can I do that?

1
Eden
3 months ago
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Micah SpielerNew Participant
asked in Surveys

Using surveys (or something similar) to update customer attributes?

I’m setting up a survey to collect attributes like name and job title, but ran into a blocker where I noticed that company attributes can’t be mapped from surveys. Has anyone figured out a work around for this, or have a creative idea on how we can collect inputs from our users and log them as company attributes? 

2
M
3 months ago
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AIT LHADJ LAURENTNew Participant
asked in Surveys

Is the "news" feature is available with starter subscription ?

Hi,I had a meeting with an Intercom sale’s and he explain that the news module is include with the starter subscription. With my trial version, it’s not, so could you confirm this ?Thanks

1
Racheal
3 months ago
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kota nakamuraNew Participant
asked in Surveys

Can't I use it with electron?

I develop products with electron and react.I tried to use the intercom package of react and put a snippet in index.html, but it didn't work!Can't I use it with electron?

1
Shauna
4 months ago
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User1558New Participant
asked in Surveys

How to restrict the survey to a single page on the site instead of having the survey "follow the user"

We have 2 surveys:one is fired via the JavaScript code `Intercom('startSurvey', 123456789);`... this is a stand-alone page where we inserted the code from intercom in the `<head>`other is an SPA where we use the `react-use-intercom` package and trigger `boot()` on a specific page using the `useIntercom` hook Our survey show on these pages as expected... BUT, if the user doesn't fill the survey there and goes to some other pages, the survey "follows the user" (i.e. the user continues to see the survey)... these other pages all have intercom code in the header for some other functionality like posts, banners etc. Can we restrict the survey to be triggered only on the page that is defined inside the survey setting? we use the following settings to configure a URL inside intercom:Trigger your survey automatically with rules > Current page URL contains "OUR_URL" RegardsAI

2
R
4 months ago
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Seth NNew Participant
asked in Surveys

Trigger a Survey ONLY using the API

I have a survey I want to trigger using the API, when a user clicks a certain link. I want that to be possible for all my Users on the Web.But I do NOT want anyone to get this survey based on audience rules. ie nobody gets this when they just visit a page. Ideas?

1
S
4 months ago
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User1313New Participant
asked in Surveys

Company name not showing up in survey stats

All our users belong to a company, and we pass company information when they log in, why isn't it showing the company in the survey stats?

4
N
4 months ago
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Mor Keren-GillNew Participant
asked in Surveys

Targeted NPS results coming back anonymous

Hello, Relatively new to Intercom and was tasked with setting up an NPS survey for our customers. I am able to go through the steps of setting up and targeting specific customers but when a customer submits their answer they come back as an anonymous user. Anyone else experience something like this?

1
Jacob Cox
5 months ago
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Anthony P12New Participant
asked in Surveys

Is there a way to be notified when a survey response is submitted?

We are using surveys to collect user feedback - is there a way to receive an email notification or send responses to Slack when new responses are submitted by users?  (we have a low volume of responses and are missing customer's reaching out) Thanks

4
Nathan Sudds
Super User
5 months ago
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Matan ZrihenNew Participant
asked in Surveys

CSAT survey - How many users actually engage with it?

Hey everyone 👋🏼,Does anyone know how can i check what is the percentage of users who fill in the CSAT survey out of the total number of closed conversations? i’m trying to build it in a report, but can’t find the right formula.

1
Racheal
5 months ago
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User1349New Participant
asked in Surveys

CSAT rating for ticket

Hi everyone, I’d like to send a CSAT rating when a ticket (not a conversation is closed) is there any way to set this up?I tried something with the custom bot but unfortunately it doesn’t work because I guess of this rule “ The conversation includes at least one message from both the customer and a teammate" and in ticket there is currently no interaction (messages). Or maybe I’m wrong and conversation rating can only be triggered for conversation and not ticket? I’d appreciate your help!Thank you

2
U
6 months ago
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gijsbosNew Participant
asked in Surveys

open ended questions

Hi,Newbie alert here. I’d like to for the chatbot to capture feedback from a user. Something like:  Please describe who you are and what you’re looking forI get the impression that that isn’t really possible or am I mistaken? 

1
Racheal
6 months ago
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Steve ErvinNew Participant
asked in Surveys

Capture User Feedback and Submit Bugs

I’m looking for a solution that allows my web app visitors to 1) submit feedback at any time and 2) submit bugs they encounter. I’d like there to be a button on my web app or simply click the Intercom message app and have a place within the Messenger that allows this. I would need to know the section of the app they are in.I’m not able to find a solution to this on the Intercom website or demos. Does this exist?

1
Jacob Cox
6 months ago
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Cornalie BoeringNew Participant
asked in Surveys

How to send out an NPS survey in batches?

Hi there, We are currently setting up our NPS scorer within Intercom Surveys. But, we are having trouble figuring out the best way to send this survey to a limited amount of customers each day (so, in batches). This is because we want to have an idea of our NPS score throughout the entire year, and not have this survey sent out to our full customer base on the same day. Because this wouldn’t be representative if the satisfaction on that day is lower than usual.  We do want to keep everything in one survey to make sure the Survey Report is insightful for all NPS responses. I hope this makes sense and that someone can help us out 🙌

4
C
6 months ago
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Sibi SupportNew Participant
asked in Surveys

Retrieving NPS survey data

Hello,I have successfully established connection among Intercom -> Segment -> Redshift iterations.Our team does have NPS survey data on the Intercom and I could see the NPS score data on the redshift server.Is there anyway I can retrieve the timeframe data when the users leave NPS feedback on Intercom? I could find timeframe when users joined and logged-in, but could not find when they left their NPS score.I am not sure if I have to contact Intercom or Segment, sorry in advance if this is the wrong place to ask questions.Thank you  

2
Jacob Cox
6 months ago
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Kristin ANew Participant
asked in Surveys

NPS survey results - include customer estimated business size

I would like to include estimated business size as found in the user profile with my NPS export. Currently when using the NPS export function, it appears ‘ canned’ or standard format, I can’t add in fields? Do you know how I can review NPS data by customer, including estimated business size?We have this field populated from Hubspot datascreen shot below for field reference - I would like to see this with NPS such that I can better understand NPS by business type  

2
K
7 months ago
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ComplianceHeroNew Participant
asked in Surveys

Using Templates in SMS and Surveys

I’d like to be able to upload templates to Intercom that can be used for SMS and Surveys. Is this possible, if so where would I do that?If this isn’t possible, can it be added as a future request?

1
Racheal
7 months ago
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