From unique ways of bringing back fading users to smart integrations, these are the some of the things companies are doing right now to get more out of Intercom.
1. Have the original blog post writer email users who are dropping off
Love how simple and powerful this one is. If you signed up to a website after reading a great blog post, wouldn’t it be nice to get an email from that same writer? That’s the person you trusted first and will trust again.
“Thanks to Intercom, we tracked everyone who signed up from his blog post. If they started dropping off, we mentioned his name in the subject line of our newsletter and reminded people to share their work. The newsletter had a 77% open rate.”
2. Auto follow signups on Twitter using Intercom
Intercom uses some sort of clearbit / fullcontact integration to find out a user or company’s twitter account. We should be following some of our new customers and sign ups but it can be done automatically.
“So, we put together a small script that uses Intercom’s API to go through our user list and pick the ones that have a Twitter account. Then, using Twitter’s API, the same script will follow them on behalf of @deepfreezeio.
3. Yes, you can see the user’s screen from Intercom in one click
Upscope is one of the greatest Intercom hacks for dealing with less technical users and is an official Intercom integration.
Rather than typing out lists of instructions, you can see that user’s screen in one click and take control to guide them.
None of that installs nonsense.
One click to see them moving about on your website and then highlight where they should click next or take control to scroll and click for them.
4. Use Typeform and link it to Intercom
Most people don’t want to fill in forms but if you’ve tried Typeform you know just how cool it is and why people don’t mind filling it out. I think I’ve filled in 1000s of forms and Typeforms make the process enjoyable assuming the form is not 30 parts long.
“We needed a way for the data from Typeform to get into the hands of our sales and support teams faster and without error. Since they are already using Intercom for all their other activities, we wanted to stick the conversations there. We built an integration and there is a simple way to set it up.”
5. Track bugs / issues using Intercom via Github
“We’re currently experimenting with a Github/Intercom integration that allows us quickly link a conversation in the inbox to a Github issue. By simply pasting the URL to the conversation in a comment on the issue or vice versa, we connect the two.”
6. Connect Intercom to Close.io and solve the sales process problem
Many, especially SaaS users of intercom, will know the tricky process of running a sales process with Intercom.
At Upscope we’ve tried lots of CRMs and sales platforms but the flow is never quite right so we built our own component but maybe we should have tried Close.io first.
Below is how one team integrated Intercom with Close.io.
“The reason for this is when we are looking at a customer in the CRM we want to be able to see not only the sales emails but all the support conversations they were having too.”
7. Use tags to populate your knowledge base and make it smarter
Simple and sensible. When someone asks you a question, tag conversations and over time, use those tags build the knowledge base.
Btw, if you’re applying this to Intercom Educate then read about how to make it a SEO smart.
“Tags also help us populate our Knowledge Base (KB). We launched our KB recently, in March 2016. So we’re still working on diversifying its content and adding new articles every week. Looking at the “question” tag enlightens us on what articles to add next”
8. Measure and contact users on time. Remove inactive users.
“We’ve tried various tools and workflows to make sure everyone who steps foot onto the Codeship gets the support he/she needs. Thanks to Intercom we can measure and contact all of our users. Exactly when they need to be contacted.”
“We’ve checked activeness of our users and decided to delete users who did not respond to (had not interacted with) our messages for 6 months.”
Update: We have not tested it yet but we recently come across a tool that promises to remove inactive users from Intercom for you.
9. A custom deeper integration of Intercom to Salesforce
Bedrock use intercom and as an integrations company they were bound to do a better job when it came to their own processes.
“Our sales reps live in Salesforce.com, and we found Intercom’s Salesforce.com integration to be a little underwhelming, as the integration wasn’t creating new leads and populating those leads with data in their Salesforce fields. This means that we wouldn’t report on this data in Salesforce, or create custom views and assignment rules using data from Intercom at all. “
10. Using Intercom as a Diary Study instead of a chat tool
This is an interesting addition.
My imagination clearly isn’t what it once was as I would never have considered this. Turn Intercom from a chat support tool to a diary study of user’s feelings in order to get feedback and improve the product.
“”A customer’s relationship with 99designs can last up to 4 weeks from the brief writing stage, through to final design files being delivered.”
“By running a diary study, we are able to monitor how our customers are feeling every time they interact with our product. It allows us to experience the highs and lows right there with them, as well as their thoughts, feelings, questions, frustrations, the list goes on..”
They set up Intercom chat to look like a bot and ask questions. They set up Intercom engage to ask yes / no type questions. That’s out of the box thinking 🙂