{"id":23662,"date":"2015-02-19T00:00:00","date_gmt":"2015-02-19T00:00:00","guid":{"rendered":"https:\/\/inmoment.com\/?p=23662"},"modified":"2024-07-24T15:09:38","modified_gmt":"2024-07-24T21:09:38","slug":"leveraging-net-promoter-score-in-intercom","status":"publish","type":"post","link":"https:\/\/inmoment.com\/blog\/leveraging-net-promoter-score-in-intercom\/","title":{"rendered":"Wootric + Intercom:  Closing the Net Promoter Score Loop"},"content":{"rendered":"<h4 style=\"text-align: center;\">Watch the Video:<\/h4>\n<div class=\"wistia_responsive_padding\" style=\"padding: 54.37% 0 0 0; position: relative;\">\n<div class=\"wistia_responsive_wrapper\" style=\"height: 100%; left: 0; position: absolute; top: 0; width: 100%;\"><iframe loading=\"lazy\" class=\"wistia_embed\" title=\"Wistia video player\" src=\"https:\/\/fast.wistia.net\/embed\/iframe\/ou0r94esvl?videoFoam=true\" name=\"wistia_embed\" width=\"100%\" height=\"100%\" frameborder=\"0\" scrolling=\"no\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/div>\n<\/div>\n<p><script src=\"https:\/\/fast.wistia.net\/assets\/external\/E-v1.js\" async=\"\"><\/script><\/p>\n<p style=\"text-align: center;\"><a href=\"https:\/\/app.intercom.io\/oauth?client_id=6cd41b0b-728c-4f2d-bfe9-a1ff6198c79c&amp;redirect_uri=https%3A%2F%2Fapp.wootric.com%2Fintegrations%2Fintercom%2Fcallback&amp;state=intercom_signup\" target=\"_blank\" rel=\"noopener\"><br \/>\n<\/a><a href=\"https:\/\/app.intercom.io\/a\/apps\/_\/appstore?app_package_code=wootric&amp;search=wootric\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter\" src=\"https:\/\/inmoment.com\/wp-content\/uploads\/2021\/05\/primary-7edb2ebce84c088063f4b86049747c3a.png\" srcset=\"https:\/\/inmoment.com\/wp-content\/uploads\/2021\/05\/primary-7edb2ebce84c088063f4b86049747c3a.png 1x, https:\/\/inmoment.com\/wp-content\/uploads\/2021\/05\/primary@2x-0d69ca2141dfdfa0535634610be80994.png 2x, https:\/\/inmoment.com\/wp-content\/uploads\/2021\/05\/primary@3x-788ed3c44d63a6aec3927285e920f542.png 3x\" alt=\"\" width=\"206\" height=\"40\" \/><\/a><\/p>\n<p>Here at Wootric we&#8217;re big fans of <a href=\"http:\/\/www.intercom.io\" target=\"_blank\" rel=\"noopener\">Intercom<\/a>. \u00a0 We are a customer feedback platform and we use Intercom ourselves to have meaningful conversations with our customers. \u00a0 Not surprisingly, our customers\u00a0also tend to share the same passion for reaching their own customers where they are most likely to respond.<\/p>\n<p>We also believe that asking customers for feedback\u00a0<em>without<\/em>\u00a0proper follow-up is a\u00a0cardinal sin in\u00a0customer experience management. \u00a0When survey feedback, such as Net Promoter Score (NPS),\u00a0 is coming in from your customers every day, it becomes something that you need to manage proactively. \u00a0We&#8217;ve taken steps to address that by making\u00a0follow-up an integrated part of the Wootric dashboard. \u00a0But we also know that many of our customers\u00a0manage their user conversations outside of Wootric. \u00a0Rather than re-invent the wheel, why not combine forces?<\/p>\n<p>And so here we are, making the connection for Intercom users between measurement and proactive followup.<\/p>\n<h3><\/h3>\n<h3><span style=\"color: #5c9df2;\"><strong>Wootric + Intercom = Customer Love<\/strong><\/span><\/h3>\n<p><strong>Here is how you can use Wootric in Intercom to make the most of Net Promoter Score feedback:<\/strong><\/p>\n<p><em>Note: This process is essentially the same for our Customer Satisfaction (<a href=\"https:\/\/inmoment.com\/xi-terms\/customer-satisfaction\/\" target=\"_blank\" rel=\"noopener\">CSAT)<\/a> and Customer Effort Score (<a href=\"https:\/\/inmoment.com\/xi-terms\/customer-effort-score\/\" target=\"_blank\" rel=\"noopener\">CES<\/a>) surveys.<\/em><\/p>\n<p>1) Wootric samples\u00a0your user base to collect NPS score \/ feedback<\/p>\n<p>2) Individual scores and responses get posted to your Intercom dashboard, and are also recorded as an event in the user record.<\/p>\n<p><figure id=\"attachment_282\" aria-describedby=\"caption-attachment-282\" style=\"width: 789px\" class=\"wp-caption alignnone\"><a href=\"https:\/\/inmoment.com\/wp-content\/uploads\/2021\/05\/Screen-Shot-2015-02-18-at-2.57.37-PM1.png\"><img decoding=\"async\" loading=\"lazy\" class=\"wp-image-282 size-full\" src=\"https:\/\/inmoment.com\/wp-content\/uploads\/2021\/05\/Screen-Shot-2015-02-18-at-2.57.37-PM1.png\" alt=\"Intercom NPS\" width=\"789\" height=\"403\" \/><\/a><figcaption id=\"caption-attachment-282\" class=\"wp-caption-text\">View a user&#8217;s recent NPS data (i.e. score, comment, date)<\/figcaption><\/figure><\/p>\n<p><figure id=\"attachment_3359\" aria-describedby=\"caption-attachment-3359\" style=\"width: 610px\" class=\"wp-caption alignnone\"><img decoding=\"async\" loading=\"lazy\" class=\"wp-image-3359 size-full\" src=\"https:\/\/inmoment.com\/wp-content\/uploads\/2021\/05\/Screenshot-2016-08-11-17.20.50.png\" alt=\"Wootric NPS Data Filters in Intercom\" width=\"610\" height=\"453\" \/><figcaption id=\"caption-attachment-3359\" class=\"wp-caption-text\">Filter users by NPS data, such as score and comment<\/figcaption><\/figure><\/p>\n<p>3) Then the fun begins. \u00a0Some ideas:<\/p>\n<ul>\n<li><em>Trigger\u00a0Intercom messages to a\u00a0user based on the score they provided<\/em>. \u00a0Perhaps you&#8217;d like to ping your detractors (scores of 0-6) that chose not to leave you a detailed comment, asking for additional feedback. \u00a0Or maybe thank your promoters (scores of 9 or 10) and invite them to your referral program. \u00a0You set the rules to drive meaningful interactions!<\/li>\n<\/ul>\n<ul>\n<li><em>Leverage NPS segments for future Intercom communication campaigns.<\/em> \u00a0 This could be something like\u00a0releasing and communicating new features to your promoters first. \u00a0Or perhaps targeting specific passives with additional on-boarding to important features they might have missed.<\/li>\n<\/ul>\n<p><figure id=\"attachment_289\" aria-describedby=\"caption-attachment-289\" style=\"width: 630px\" class=\"wp-caption alignnone\"><a href=\"https:\/\/inmoment.com\/wp-content\/uploads\/2021\/05\/Screen-Shot-2015-02-18-at-2.44.15-PM1.png\"><img decoding=\"async\" loading=\"lazy\" class=\"wp-image-289\" src=\"https:\/\/inmoment.com\/wp-content\/uploads\/2021\/05\/Screen-Shot-2015-02-18-at-2.44.15-PM1.png\" alt=\"Intercom Net Promoter Score (NPS)\" width=\"630\" height=\"460\" \/><\/a><figcaption id=\"caption-attachment-289\" class=\"wp-caption-text\">Detractor auto message triggered off an NPS score<\/figcaption><\/figure><\/p>\n<p><strong>Ready to Get Started?<\/strong><\/p>\n<p>Here are two ways to implement:<\/p>\n<ol>\n<li>If you are an Intercom customer, simply click on this button to create a Wootric account (or sign in) and instantly connect it to your Intercom account.<br \/>\n<a href=\"https:\/\/app.intercom.io\/a\/apps\/_\/appstore?app_package_code=wootric&amp;search=wootric\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter\" src=\"https:\/\/inmoment.com\/wp-content\/uploads\/2021\/05\/primary-7edb2ebce84c088063f4b86049747c3a.png\" srcset=\"https:\/\/inmoment.com\/wp-content\/uploads\/2021\/05\/primary-7edb2ebce84c088063f4b86049747c3a.png 1x, https:\/\/inmoment.com\/wp-content\/uploads\/2021\/05\/primary@2x-0d69ca2141dfdfa0535634610be80994.png 2x, https:\/\/inmoment.com\/wp-content\/uploads\/2021\/05\/primary@3x-788ed3c44d63a6aec3927285e920f542.png 3x\" alt=\"Intercom \" width=\"206\" height=\"40\" \/><\/a><\/li>\n<li>Use Zapier. With a free Zapier account, <a href=\"https:\/\/zapier.com\/zapbook\/wootric\/\" target=\"_blank\" rel=\"noopener\">you can pass Wootric data to Intercom<\/a>, or\u00a0other applications,\u00a0without touching code.<\/li>\n<\/ol>\n<p>If you are doing <a href=\"https:\/\/www.inmoment.com\/blog\/top-cx-survey-use-cases-for-integrating-wootric-and-intercom\/\" target=\"_blank\" rel=\"noopener\">other creative things with Wootric and Intercom<\/a> we&#8217;d love to hear about it!<\/p>\n<p><strong>The Bottom Line:<\/strong><\/p>\n<p>Measuring your NPS is just the beginning of your journey. \u00a0Follow up in the ways that work best for your business, whether it&#8217;s through us, through Intercom, or another tool. \u00a0We are here to support you in connecting the dots.<\/p>\n<div class=\"blog-cta-lines-sans\">\n<p>Start measuring Net Promoter Score, CSAT or Customer Effort Score for free with <a href=\"https:\/\/inmoment.com\/digital-experience-software\" target=\"_blank\" rel=\"noopener\">Pearl-Plaza<\/a><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Here at Wootric we&#8217;re big fans of Intercom.   We use it ourselves to have meaningful conversations with our customers.   Not surprisingly, our customers also tend to share the same passion for reaching their own customers in product, in the experience.<\/p>\n","protected":false},"author":9,"featured_media":23669,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1023],"tags":[575],"industry":[34,580],"class_list":["post-23662","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-listening","tag-wootric","industry-b2b","industry-technology"],"acf":[],"_links":{"self":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/posts\/23662","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/users\/9"}],"replies":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/comments?post=23662"}],"version-history":[{"count":0,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/posts\/23662\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/media\/23669"}],"wp:attachment":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/media?parent=23662"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/categories?post=23662"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/tags?post=23662"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/industry?post=23662"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}