Overview

The Intercom integration allows you to see which users are engaging with your guides and whether they were able to complete them or not. 

Also, you can see which users have reacted to your NPS survey along with the actual score they've given and automate your Intercom emails based on this score. 

Important Note: Intercom should be a product that you've been using. We do not provide the product itself as a part of your subscription to UserGuiding.

 

How To Enable It

We enable this feature on behalf of you. By contacting our support team through any communication channel, you can let us know that you want to participate in our Beta Test for the solution.

 

How To Use It

Once the feature is enabled, you can visit a user's Intercom page within the Platform.

When you arrive at a specific user's page, turn your gaze to the Recent Events on the right side of the page. Here, you'll be able to see the user's recent experience with your onboarding content.

Click on Load more, and continue to load more events until you see an event called guide started (userguiding) or guide completed (userguiding).

  

Guide started (userguiding) 

It means that the user interacted with a guide. To see which guide it is, click on the angle bracket on the right side. 

You'll be able to see the guide's ID, name and the URL of the page in which the user has seen the guide.

  

Guide completed (userguiding) 

It means that the user has gone through all steps of a guide and successfully completed it. To see which guide it is, again click on the angle bracket on the right side. 

You'll be able to see the guide's ID, name and the URL of the page in which the user has seen the guide.

This way, you can be sure that your users are utilizing the support and guidance you've been providing them and they're engaging with your product through the well designed experience by you with UserGuiding.

  

User Events of NPS

Again, when you look at the window of Recent Events on the right side of a user's page in Intercom, you'll be able see the details of their interaction with the NPS Survey which you've been running through UserGuiding.

  

1) nps survey shown (userguiding) 

It means that your NPS Survey is seen by the user. To see the URL of the page in which the user has seen the survey, again click on the angle bracket on the right side. 

   

2) nps score submit (userguiding) 

It means that the user has given you a certain NPS score. To see the actual value of it, click on the angle bracket on the right side

As you can see in the below example, the score is written as in number, under the "score" section . You can also see the URL of the page in which the user has given you the score.

   

3) nps feedback submit (userguiding) 

It means that the user has given a written answer to the question of your NPS Survey. To see the answer, click on the angle bracket on the right side.

You can see that the user's answer is written under the "surveyQuestion" section. You can also see the URL of the page in which the user has given you the score.

   

Automating Intercom Emails and Messages based on your NPS Score 

First of all, when you want to filter your users in Intercom according to the NPS score which they've given you, you can use nps_score_userguiding as the filter.

In the example below, we've wanted to get the list of users who've given us an NPS score greater than 7.

   

Creating a User Audience for Intercom Messages and Emails

When you create an email or in-app message on Intercom, you often make a decision on who will receive it. By adding rules, you design your audience. 

Now, you can generate and +Add rule based on the NPS scores given by your users and various conditions of the Intercom.

In the below example, our email audience is made up of users who've given us an NPS score greater than 7. 

In any use case, you can detect which users are given you a NPS score lower or higher than a certain value and gain insight into users' opinion on your product and service. Accordingly, then, you can take necessary measures through intelligent communication with Intercom messages and mails.


Related Articles

Where are the NPS responses located?
Monitoring the NPS Survey


  

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