We’ve been using Intercom for Now Novel since 2012 and have watched it turn into the behemoth it currently is. It is a great tool that helps us communicate personally at scale.
Intercom doesn’t leave a lot of extra customer value. They know the value of their service and what people’s propensity to pay is and are not afraid to map those two quite close to each other (i.e. its not cheap :)). This could be an additional service they offer that could add more to their offering.
If I look at the tools that we use to get insights from our customers (mostly Hotjar and Google Analytics) we don’t have a tool that focusses on users. Google Analytics is a great tool, but it’s a little hamstrung by being session rather than user based. Sessions are interesting, but on a user level you get a lot more of the user journey and see where they interacted with what portions of the site on an individual level.
We’ve already set up Intercom already with a lot of information that would be great to use to understand our users further. Our Intercom integration has specific questions that are set up at key points in the customer journey to message to customers. This means that you’ve already got the tagging part of the equation sorted out. Intercom prompts are usually set at key parts of the customer journey too (e.g. end of onboarding, start or at payment junctures) Being able to interrogate these would be very helpful. We have already tried to use this before to look at the data, but it isn’t possible to look at it in an easily accessible manner. You have to go into each user and manually look at their progress, you can’t e.g. export a csv with all of a user’s activities.
I’d ideally like to be able to look at a tool that would allow me to:
- look at users over a specified time period
- who have achieved a specific aim or goal (which would be one of my triggers) and
- examine the data around this criteria
The data around this criteria could be other goals, visits, length of time, communication acted upon etc. This starts to be even more interesting when you can import and export this information into other tools (e.g importing my Google Optimize test variation into Intercom for segmentation on how a specific test performs or a specific segment I have created in Intercom that I can start to view more information about in GA).
Intercom must have thought this, so when they need an early beta-tester, count me in.
Brendan McNulty 