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Real time Net Promoter Score with Intercom

Intercom.io 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. Intercom AskNicely NPS Score property

Intercom AskNicely NPS Event

We store the customer's comment as a note. Intercom AskNicely NPS note

And tag users with either NPS Detractor/Passive/Promoter Intercom AskNicely NPS tag

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.
Intercom AskNicely NPS Automation

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