Use Intercom Surveys to capture customer feedback and use it to create a better customer experience
- 29 Topics
- 58 Replies
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
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?
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 🙌
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
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
I activated a survey in intercom and when I set the rules, it was supposed to send to around 300 users based on the rules I set. However, when I checked on the reports, it's showing as "0" sent, am I missing something? The survey has been live for 5
I activated a survey in intercom and when I set the rules, it was supposed to send to around 300 users based on the rules I set. However, when I checked on the reports, it's showing as "0" sent, am I missing something? The survey has been live for 5 days.
Defining the "completed survey" tag
What is the definition of a "completed survey" tag? Is it when a participant has answered at least one question or ALL questions in your survey? i.e I have a rule that excludes people who have "completed survey". If a participant answers your first question and then leaves the site, will they be invited again or not?
Remove a pop-up message when user moves off the page
Is there a command or setting that allows you to make the pop-up message disappear when the user moves off the specific page you have created the rule around? Further to this, our users will all have a unique URL but will have the same extension (e.g. www.company.com/app/specialpage). So is there a way to remove the pop up once they move off the page that has the extension?
How to restrict the survey to a single page on the site instead of having the survey "follow the user"
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
Is there a default yes/no question type in Surveys?
It could be done manually e.g., with a multipole choice but I would very much like a default Yes/No option that will allow us to send users down different paths based on their answer. Also it would be useful to add user separate user attribute based on the reply.
Is it possible to send an NPS survey on a regular cadence? (2 months after sign up, 6 months after sign up, 6 months after last survey for eternity...
It seems the only way without infinity loops in series is to build one series out for many instances of the survey. The enter more than once options have promise but don't quite fill the need yet. And the event trigger only allows for last survey date without letting you select a specific survey. As NPS is most beneficial if you can track it over time is there anything on the roadmap for this?
Is an NPS score associated with a Contact record when survey is submitted, or can it be somehow?
We'd like to have NPS attributed to user/contact records in Hubspot, and I'm not seeing how it can be done. I am wondering if the NPS score is or can be attributed to an Intercom user so that we an maybe sync it to Hubspot with the Hubspot Data Sync plugin. Any thoughts, input or help here is much appreciated.
I would like to create surveys for different languages. To ensure that the end-users open the form in their native language. Is this possible?
I would like to launch a form for customers in different world locations (lets say, ranging 3 different languages). Would I have to create a form for each target language; would I have a form and then be able to edit it for each language; or are translations automatic? Furthermore, if there are survey translations, are they based on the user's browser language? How are these managed?
Creating a new survey, but don't want to ping current active users
We're creating a new survey and we're about to set it live but we got a message that it'll be send to our live active users (100,000+). We don't want to alert them so is there a way that we just set it live under our current rules + condition (30 seconds).
I'm looking for info & best practices for surveys end-to-end.
In other words, from planning what data to gather through asking the right questions (and selecting question types) through seeing reports and using the data. I'm also intrigued by user attributes and I'm looking for use case descriptions on those. I know this is a lot but the articles I've found are very superficial and seem focused on what to click to do something - that much I can usually figure out on my own :-) Can anyone help?Thanks
How to get rid of the Intercom bubble when NPS survey is dismissed?
We have an NPS survey running and started receiving an uptick in our customers logging issues that the Intercom bubble blocking buttons in our app. We have the Intercom chat set up behind a small ? icon in the upper right of our app vs. the chat bubble. However, we discovered that with the new NPS survey, if someone dismisses the survey then the blue chat bubble appears in the bottom right and there's no way to get rid of it. Does anyone have any suggestions?
How do I associate survey responses with a user?
I have NPS surveys set up in Intercom, but the responses aren't showing up in the attributes within the user. Does anyone know how to set this up so that when someone completes the survey and provides feedback, I can go into the user's profile and see that they submitted an NPS score?
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