{"id":26958,"date":"2022-03-30T15:15:31","date_gmt":"2022-03-30T14:15:31","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=26958"},"modified":"2022-03-30T16:56:38","modified_gmt":"2022-03-30T15:56:38","slug":"announcing-intercom-surveys","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/announcing-intercom-surveys\/","title":{"rendered":"Introducing Intercom Surveys: Don\u2019t just ask for opinions, act on them"},"content":{"rendered":"<p>We are firm believers in the <a href=\"https:\/\/www.intercom.com\/blog\/sharing-intercoms-values\/\" target=\"_blank\" rel=\"noopener\">power of feedback<\/a> here at Intercom \u2013 we seek it out, we offer it, and most importantly, we act on it. That\u2019s why we\u2019re so excited to announce the launch of our latest feature which embodies all of those sentiments \u2013 say hello to <a href=\"http:\/\/intercom.com\/surveys\" target=\"_blank\" rel=\"noopener\">Intercom Surveys!<\/a><\/p>\n<p>Tailored online customer experiences are no longer optional. In fact, <a href=\"https:\/\/www.freshworks.com\/campaigns\/the-future-of-cx-2022\/\" target=\"_blank\" rel=\"noopener\">80% of online shoppers<\/a> are more likely to make a purchase when brands offer personalized experiences. And, with news that <a href=\"https:\/\/blog.google\/products\/ads-commerce\/a-more-privacy-first-web\/\" target=\"_blank\" rel=\"noopener\">third-party cookies<\/a> are becoming a thing of the past, first-party data (that is, data that your customers, prospects, and visitors give you directly) has never been more crucial to building lasting customer relationships.<\/p>\n<p>Therefore, we\u2019ve rustled up this new way to survey \u2013 a feature that allows you to:<\/p>\n<ul>\n<li><strong>Meet customers where they are with native in-product surveys:<\/strong> This is the most contextual and personal way to reach your customers \u2013 increasing survey engagement and driving better response rates.<\/li>\n<li><strong>Survey while staying on-brand:<\/strong>\u00a0Customize your surveys to match your brand\u2019s look and feel for a truly hallmark experience.<\/li>\n<li><strong>Go omnichannel with both web and mobile surveys:<\/strong> Intercom supports sending surveys seamlessly across web and mobile, or outside your product via mobile push and email if needed.<\/li>\n<li><strong>Drive truly personalized customer experiences:<\/strong> Use your collected data to power follow-up actions and workflows at scale so that your customers know they have been heard.<\/li>\n<li><strong>Use one unified platform for all customer communications: <\/strong>Streamline your workflow (and your tech stack) by using one tool to capture, action, and consolidate all of your customer data.<\/li>\n<\/ul>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/03\/Surveys-web-and-mobile-1-1.jpg\" \/><\/p>\n<p>Taking action on survey insights has been easier said than done in the past. With Intercom Surveys, our aim is to help you drive customer engagement that helps you mold your offering to your customer&#8217;s preferences.<\/p>\n<h2 id=\"surveys-used-to-capture-information-but-didnt-drive-results\">Surveys used to capture information, but didn\u2019t drive results<\/h2>\n<p>Intercom Surveys came about through surveying our own customers! A while ago, we built a lightweight version of this feature to gather feedback about customer roles and teams so that we could create the most personalized experiences for our users \u2013 but we got even richer feedback than expected. Customers loved the survey itself and wanted to use this design for their own businesses. <a href=\"https:\/\/www.intercom.com\/blog\/tag\/built-for-you\/\" target=\"_blank\" rel=\"noopener\">Ask and you shall receive<\/a> as they say, so we got to work building out a feature that removed survey roadblocks in ways other tools couldn\u2019t.<\/p>\n<p>Historically, businesses have had to rely on siloed tools to gather this information. This meant leading customers away from what they were doing \u2013 ie. engaging with <em>your<\/em> product and brand. Can you imagine Netflix asking for feedback about a show while you\u2019re watching it, and disrupting your experience by taking you to another site? Neither can we.<\/p>\n<div style=\"width: 1410px\" class=\"wp-caption alignnone\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/03\/Generic-email-request-1-1.jpg\" alt=\"\" width=\"1400\" height=\"725\" \/><p class=\"wp-caption-text\">Asking for feedback used to lead customers away from what they were doing &#8211; disrupting their experience.<\/p><\/div>\n<div style=\"width: 1410px\" class=\"wp-caption alignnone\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/03\/Generic-surveys-1-1.jpg\" alt=\"\" width=\"1400\" height=\"911\" \/><p class=\"wp-caption-text\">They also lacked personalization and customization.<\/p><\/div>\n<p>With Intercom Surveys, siloed data and delayed reactions become a thing of the past. It also meant that your collected data was stuck in your survey tool, which made taking actions on responses and creating personalized follow-up experiences very challenging indeed. But with Intercom Surveys, siloed data and delayed reactions become a thing of the past.<\/p>\n<h2 id=\"out-with-the-old-in-with-customer-driven-change\">Out with the old, in with customer-driven change<\/h2>\n<p>No more switching tabs, no more unanswered questions \u2013 just a friendly, personalized tool that sparks action and better experiences. Customer input allows you to continuously optimize how your business operates in simple and efficient ways \u2013 so from lead capture through to onboarding, NPS, product feedback, and churn, survey insights will help you learn and scale.<\/p>\n<div class=\"wistia_responsive_padding\" style=\"padding: 100.0% 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=\"Intercom-Surveys-Animation Video\" src=\"https:\/\/fast.wistia.net\/embed\/iframe\/tiyn1ovauc?seo=false&amp;videoFoam=true\" name=\"wistia_embed\" width=\"100%\" height=\"100%\" frameborder=\"0\" scrolling=\"no\"><\/iframe><\/div>\n<\/div>\n<p><script src=\"https:\/\/fast.wistia.net\/assets\/external\/E-v1.js\" async><\/script><\/p>\n<p>What\u2019s more, because the surveys are in the context of what customers are currently doing (i.e. using your product), you\u2019ll not only get a higher response rate, but also better quality responses,\u00a0 as customers are already engaged.<\/p>\n<blockquote class=\"pullquote-style-four\"><p>&#8220;Since we started using Intercom Surveys, we\u2019re getting 19x more responses than we were before. They&#8217;re quicker and easier for customers to complete because they appear in our product and don&#8217;t disrupt their flow.\u201d<br \/>\n<em>Anna Diyachenko, Support Manager at Novakid<\/em><\/p><\/blockquote>\n<p>Now you can act on the things that matter most to your customers. Add first-party data to the already rich customer data that Intercom stores and create personalized experiences by:<\/p>\n<ul>\n<li>Orchestrating messaging campaigns based on their answers.<\/li>\n<li>Personalizing the support content and help that they receive from your team.<\/li>\n<li>Using the data collected to slice and dice reports and get richer insights.<\/li>\n<li>Sending the data to other tools via webhooks and integrations.<\/li>\n<\/ul>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/03\/Reporting-1.jpg\" \/><\/p>\n<p>Meaningful engagements such as this will help you to stay ahead of demand and create strong, long-lasting, customer relationships.<\/p>\n<blockquote class=\"pullquote-style-four\"><p>&#8220;Standalone tools are never ideal. They result in us having lots of data, but not in the right places. We have several million customers, so being able to use Surveys in Intercom lets us consolidate our data, segment our audience, and run targeted campaigns. It also removes friction from the customer experience, which makes them more likely to respond.\u201d<br \/>\n<em>Purnima Kumar, Product Marketing Lead at Doodle<\/em><\/p><\/blockquote>\n<h2 id=\"use-customer-input-to-optimize-the-customer-experience\">Use customer input to optimize the customer experience<\/h2>\n<p>Intercom Surveys offers invaluable insights into your customers\u2019 behaviors and needs so you can keep up what\u2019s working and improve upon what isn\u2019t. Turn these insights into action with responsive workflows that increase customer engagement, adoption, and retention. We\u2019re excited to see Surveys change the way our customers grow and scale their businesses through two-way customer feedback and engagement.<\/p>\n<p class=\"inline-cta-quote\"><a href=\"http:\/\/intercom.com\/surveys\" target=\"_blank\" rel=\"noopener\">Ready to future-proof your customer engagement efforts? Check out Intercom Surveys in action here.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Intercom Surveys enable you to turn insights into action with responsive workflows that increase customer engagement, adoption, and retention. Gain valuable insights into your customers\u2019 behaviors and needs so you can keep up what\u2019s working and improve upon what isn\u2019t.<\/p>\n","protected":false},"author":463,"featured_media":27122,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[4,5],"tags":[24994,14769,24993],"coauthors":[24765],"class_list":["post-26958","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news","category-product-and-design","tag-intercom-surveys","tag-product-updates","tag-survey"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Intercom Surveys: The only unified survey tool on the market<\/title>\n<meta name=\"description\" content=\"The best online survey tool is now available at Intercom. 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