2 things to consider before you export your Intercom data
Intercom is extremely useful for increasing customer loyalty and driving growth. Although sometimes, you want more insights to thoroughly understand what is being said in the conversations, as this can allow you to discover, prioritise and monitor the most important issues.
The obvious solution is to export the Intercom conversations and manually create dashboards in Excel or Google Sheets. If you’ve tried this, you’ll know it’s tricky due to a few reasons:
- It’s time-consuming. Creating all the graphs and formulas takes ages. You also have to spend time exporting and pasting data every week/month.
- It leads to mistakes. Simple things like pasting data into the wrong column or not dragging the formulas all the way can lead to mistakes. These mistakes can erode your team’s trust in the data, which ultimately hinders you from taking action.
- It causes delays. Manually exporting Intercom data tends to result in a delay, as exports are usually done on a weekly or monthly basis.
If you still want to manually export your data, check out this step-by-step guide. If not, these are your options:
1. Analyse Intercom data with a 3rd party tool
One way to improve the quality of intercom insights, without exporting your data, is by using a third-party marketplace tool like Prodsight. This provides numerous benefits, mainly:
- No manual work. You don’t need to spend hours building dashboards and exporting data. Prodsight also saves you time and effort by automatically tagging your data based on keywords and sentiment.
- No delay. The Intercom integration gives you a secure, near real-time view, so you never have to wait to discover and fix your customer issues.
- AI suggestions. Prodsight uses AI to surface the most important issues, so you can easily prioritise.
- Sentiment analysis. Sentiment analysis allows you to understand your users better, as you can analyse the data based on how customers feel, rather than solely focusing on volume.
3. Properly tag your posts to improve analytics within Intercom
If you’re looking to export your Intercom data, you may not have tried to properly tag your conversations. Tagging adds meaningful labels to every customer conversation in Intercom. It means that all conversations about a topic will be grouped together, so you can see the relevant conversations at a glance.
Why should you invest time in properly tagging your Intercom posts?
- Tagging will help you to easily find conversations, as all related customer conversations will be accessible in one place when you search for the relevant tag
- Drive product development through tag analytics, as you can analyse information about your customer’s needs, requests, pain points and what they like or dislike about your product
- Decrease support costs by identifying commonly recurring issues for your customers, and creating content that clearly addresses those problems
Find out more about how to effectively tag Intercom conversations in our step-by-step guide.
Try Prodsight yourself
Interested in finding out how you can make more of your Intercom data? Sign up for a free seven-day trial of Prodsight, and get free topic and sentiment analysis of your last 2,000 conversations.
Tadas is the Founder and CEO of Prodsight. He’s obsessed with the customer experience and data-driven product management. On weekends you’ll find him drumming, cycling, or drinking coffee.