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Surveys

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

  • 59 Topics
  • 123 Replies
59 Topics
上野 千晴
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.

781
Eden
1 year 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?

311
Eden
1 year 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? 

482
M
1 year 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

181
Racheal
1 year 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?

821
Shauna
1 year 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

1822
R
1 year 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?

1261
S
1 year 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?

704
N
1 year 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?

511
Jacob Cox
1 year 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.

381
Racheal
1 year ago
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User1349Connector
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

3602
U
1 year ago
G
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? 

411
Racheal
1 year 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?

3391
Jacob Cox
1 year 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 🙌

1544
C
1 year 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  

272
K
1 year 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?

141
Racheal
1 year ago
R
Richa GuptaNew Participant
asked in Surveys
Is Survey resent to users who have already responded?

How can I ensure survey is not resent to users who have already responded? I m using a rule where it will sent everyday but I want to ensure it sent only to users who have not responded. 

1211
Milan
Top Expert
1 year ago
J
Jenn WolfNew Participant
asked in Surveys
Survey to limited % of users

Hi, I have survey set up with specific user criteria but I’d like to limit the appearance of the survey to 10% of the audience. Is that existing functionality?

1151
Racheal
1 year ago
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GustavNew Participant
asked in Surveys
Is there a way to get survey responses via REST API?

Either the responses as a list or if they are available via the people entity?

5203
Joseph S.
Super User
1 year ago
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User2421New Participant
asked in Surveys
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.

461
Shauna
1 year ago
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Monica G13New Participant
asked in Surveys
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?

612
M
1 year ago
M
Monica G13New Participant
asked in Surveys
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?

212
M
1 year ago
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Henrik AActive User
asked in Surveys
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.

611
Racheal
1 year ago
A
AnushaNew Participant
asked in Surveys
Can I embed a survey within an email so the user does not have to click on any link? is there any app for this?

Can I embed a survey within an email so the user does not have to click on any link? is there any app for this?

722
E
1 year ago
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Christopher MNew Participant
asked in Surveys
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?

672
C
1 year ago
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