Real time Net Promoter Score with Intercom

By Aaron Ward
on 3 May 2015

Intercom is a fantastic tool for managing customer communications in super clever ways – we love using it for AskNicely.

Now, with the AskNicely Intercom integration for NPS, you can extend automate a real time Net Promoter Score process:

Automatically trigger AskNicely NPS surveys to your customers based on Intercom events

We can send surveys to all your Intercom contacts or a single Intercom “segment”. This is useful if you want to trigger a survey off a specific event. (How to create Segments)

Update the Intercom contact record in real time

We store the NPS Score and create a new event called NPS_Response so you can filter customers based on the time of their last response create smart auto messaging.

npsscore

event-2x-1

We store the customer’s comment as a note.

note-2

And tag users with either NPS Detractor/Passive/Promoter

tags

Use Intercom to manage follow up communications

With Intercom’s powerful messaging capability, you can automate replies based on their NPS response like:

  • Thanking Promoters for their support
  • Asking Promoters to leave a review on Yelp, Facebook etc.
  • Segmenting marketing messages based on whether they’re a Promoter or detractor

You’ll be up and running in under 10 minutes – here’s how..

1. Configure Intercom settings

  • Get your API keys (“APP ID” and “API KEY”) from Intercom (click on the cog icon top right > Settings for [your business] > Api Keys. Create a new Api Key.)
  • Add your APP ID and API KEY to AskNicely (hit the ‘Settings’ cog icon top right > Intercom)
  • Choose which Intercom contacts you want to send surveys to (select “Do not import” if you are triggering surveys by a different means and just want to send the response data to Intercom)
  • Choose custom fields to send to AskNicely (to help analyze NPS feedback and scores).
  • Hit ‘Update’

2. Configure Sending Rules

  • Setup a Daily Schedule on the ‘Send’ page to drip your surveys out each day. You can control how many survey emails per day, days of the week to send and time.
  • Set how many days to wait before re-surveying a contact (90 days is common)
  • If you don’t want to survey customers when they’ve just joined, set a delay

3. Automate responses from Intercom

To create a new Auto Message, target the tag “NPS Promoter”. Then, filter based on the event NPS-Response to find people that responded, say, 1 day ago.

intercomautomate

Intercom is a fantastic tool for managing customer communications in super clever ways – we love using it for AskNicely.

Now, with the AskNicely Intercom integration for NPS, you can extend automate a real time Net Promoter Score process:

Automatically trigger AskNicely NPS surveys to your customers based on Intercom events

We can send surveys to all your Intercom contacts or a single Intercom “segment”. This is useful if you want to trigger a survey off a specific event. (How to create Segments)

Update the Intercom contact record in real time

We store the NPS Score and create a new event called NPS_Response so you can filter customers based on the time of their last response create smart auto messaging.

npsscore

event-2x-1

We store the customer’s comment as a note.

note-2

And tag users with either NPS Detractor/Passive/Promoter

tags

Use Intercom to manage follow up communications

With Intercom’s powerful messaging capability, you can automate replies based on their NPS response like:

  • Thanking Promoters for their support
  • Asking Promoters to leave a review on Yelp, Facebook etc.
  • Segmenting marketing messages based on whether they’re a Promoter or detractor

You’ll be up and running in under 10 minutes – here’s how..

1. Configure Intercom settings

  • Get your API keys (“APP ID” and “API KEY”) from Intercom (click on the cog icon top right > Settings for [your business] > Api Keys. Create a new Api Key.)
  • Add your APP ID and API KEY to AskNicely (hit the ‘Settings’ cog icon top right > Intercom)
  • Choose which Intercom contacts you want to send surveys to (select “Do not import” if you are triggering surveys by a different means and just want to send the response data to Intercom)
  • Choose custom fields to send to AskNicely (to help analyze NPS feedback and scores).
  • Hit ‘Update’

2. Configure Sending Rules

  • Setup a Daily Schedule on the ‘Send’ page to drip your surveys out each day. You can control how many survey emails per day, days of the week to send and time.
  • Set how many days to wait before re-surveying a contact (90 days is common)
  • If you don’t want to survey customers when they’ve just joined, set a delay

3. Automate responses from Intercom

To create a new Auto Message, target the tag “NPS Promoter”. Then, filter based on the event NPS-Response to find people that responded, say, 1 day ago.

intercomautomate


About the author

Aaron Ward

Aaron is the Co-Founder and CEO of AskNicely and one-time undefeated boxer (because it was only one time). He's a passionate evangelist for the new religion of advocacy but when he’s not spreading the gospel of NPS, he’s spending time with his lovely family. Or binge-watching Rocky movies.

Other posts by Aaron Ward

More from the blog…

 

Legendary Tales of Customer Experience – The Karma Department

This is the next in an ongoing series of stories about how businesses create customer experiences th...

 

Customer Feedback is Your Competitive Advantage

Why is Customer Obsession a Priority? A recent Gartner survey of CEOs found that 40% list growth as ...

 

Do You Know How to Calculate Your Net Promoter Score?

You have a Net Promoter Score (NPS). How did you get that score? What does it mean? Why should you c...

NPS Best Practices

Top 5 Ways to Improve Your Net Promoter Score (NPS)

You’ve got the buy-in from your company and have created a top-notch Net Promoter Score program. You...

Like what you have read?

Sign up for our newsletter!

What our customers are saying

View Testimonials