{"id":49803,"date":"2017-10-27T05:08:47","date_gmt":"2017-10-27T12:08:47","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=49803\/"},"modified":"2024-05-29T00:02:13","modified_gmt":"2024-05-29T07:02:13","slug":"nps-integration-intercom","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/nps-integration-intercom\/","title":{"rendered":"Conduct Net Promoter Score (NPS) survey directly on Intercom with QuestionPro CX"},"content":{"rendered":"<p>Keeping customers happy is the topmost priority for all organizations. Improving customer support services based on customer feedback is the most essential for organizational growth.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-49805 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2017\/10\/Customer-Service-shouldnt-be-a-department-it-should-be-the-entire-company.-1-1.png\" alt=\"Customer Service Quote\" width=\"560\" height=\"315\" \/><\/p>\n<p><span data-preserver-spaces=\"true\">Customers always appreciate having real conversations with organizations in times of need. Intercom facilitates this real-time customer conversation by offering a range of messaging products for sales, marketing, customer service. It eliminates the age-old spammy mechanical format of customer conversations. It makes it possible for companies to get in touch with their customers from anywhere, be it their website, app, email, or social media.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">QuestionPro is the leader in online survey software and analytics that offers 40+ different question types like single select, multi-select, <a href=\"https:\/\/www.questionpro.com\/features\/net-promoter-score.html\">Net Promoter Score<\/a>, etc. These questions can be used to collect customer feedback and opinions.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">QuestionPro, the leading online\u00a0<\/span><a class=\"editor-rtfLink\" href=\"https:\/\/www.questionpro.com\/tour\/surveys.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">survey\u00a0<\/span><\/a><span data-preserver-spaces=\"true\">software and analytics platform has been using Intercom, the leading messaging product provider, for a long time now.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">The biggest challenge that we faced continuously after attending online chats via Intercom was evaluating the customer support team performances. Manual methods were being used to assess the executive&#8217;s performance, which was becoming tedious to manage.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">That&#8217;s how this Intercom &#8211; Net Promoter Score integration came into being.\u00a0<\/span><\/p>\n<p><strong><em>Anyone who is using Intercom can now integrate with QuestionPro to conduct Intercom NPS Surveys.<\/em><\/strong><\/p>\n<p>Our developers designed integration between Intercom and the QuestionPro CX Net Promoter Score Question to have a single automated dashboard to evaluate the performance of the customer support team.<\/p>\n<h4><b>What is Net Promoter Score?<\/b><\/h4>\n<p><span data-preserver-spaces=\"true\">Net Promoter Score (NPS) reflects the likelihood of your business being recommended by your customers. You can calculate NPS by asking this question: How likely is it that you would recommend [brand] to a friend or colleague?\u00a0<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Respondents will rate the question on a scale of 0-10. As per the ratings, they are classified into\u00a0<\/span><strong><em><span data-preserver-spaces=\"true\">Promoters (9-10)<\/span><\/em><\/strong><span data-preserver-spaces=\"true\">,\u00a0<\/span><strong><em><span data-preserver-spaces=\"true\">Passives (7-8)<\/span><\/em><\/strong><span data-preserver-spaces=\"true\">, and\u00a0<\/span><strong><em><span data-preserver-spaces=\"true\">Detractors (0-6)<\/span><\/em><\/strong><span data-preserver-spaces=\"true\">.\u00a0<\/span><\/p>\n<p><b>How does the integration of Intercom and NPS work?<\/b><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\">Once your customer support staff is done with the Intercom chat, a link will be sent to the customers.\u00a0<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">This link will be a Customer Experience Net Promoter Score (NPS) question, &#8220;Are you satisfied with the customer service you received on this chat?&#8221;<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-49891 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2017\/10\/NPS-Intercom-Image2-1-1.png\" alt=\"NPS Intercom - screenshot\" width=\"640\" height=\"410\" \/><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\">After the customer responds with his\/her rating, updates will be reflected on a dashboard.\u00a0<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">This dashboard has various sections that can be customized as per the parameters one would want to observe.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-49843 aligncenter\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2017\/10\/NPS-Intercom-2-1-1-1.png\" alt=\"NPS dashboard Intercom Integration\" width=\"1298\" height=\"1053\" \/><\/span><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\">It can contain details of how well did each support team member fare with their customers and\/or the performance of the organization too.<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-49849\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2017\/10\/NPS-Intercom-1-2-1-1.png\" alt=\"Team member evaluation \" width=\"1298\" height=\"1053\" \/><\/p>\n<h4><b>Benefits of Intercom and Net Promoter Score Integration: <\/b><\/h4>\n<ul>\n<li><span data-preserver-spaces=\"true\">This integration gives an elaborate <a href=\"https:\/\/www.questionpro.com\/blog\/nps-survey-platform\/\">NPS survey platform<\/a> for organizations to focus on customer experience.\u00a0<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">It allows organizations to evaluate all their support executives from a single dashboard where their performance is updated in real-time.\u00a0<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Managers can take a sigh of relief as assessing their team member becomes a piece of cake due to this arrangement.\u00a0<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Improve the team&#8217;s efficiency and productivity by knowing who is the most appreciated team member and guiding others accordingly.<\/span><\/li>\n<\/ul>\n<p class=\"p1\"><strong>Looking to deliver an exceptional customer experience with <a href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener\">QuestionPro CX<\/a>?<\/strong> Discover more about how to delight your customer at every touchpoint and turn them into brand advocates.<\/p>\n<p style=\"text-align: center;\"><a href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?classID=1063&amp;sourceRef=home-cx\" target=\"_blank\" rel=\"noopener\"><button>Access your CX 10-day free trial now<\/button><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Keeping customers happy is the topmost priority for all organizations. Improving customer support services based on customer feedback is the [&hellip;]<\/p>\n","protected":false},"author":61,"featured_media":49897,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[169,331],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Conduct Net Promoter Score (NPS) survey directly on Intercom with QuestionPro CX | QuestionPro<\/title>\n<meta name=\"description\" content=\"Keeping customers happy is the topmost priority for all organizations. 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Improving customer support services based on customer feedback is the most\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.questionpro.com\/blog\/nps-integration-intercom\/\" \/>\n<meta property=\"og:site_name\" content=\"QuestionPro\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/questionpro\" \/>\n<meta property=\"article:published_time\" content=\"2017-10-27T12:08:47+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-05-29T07:02:13+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2017\/10\/7-Intercom-qp-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"843\" \/>\n\t<meta property=\"og:image:height\" content=\"504\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Anup Surendran\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@questionpro\" \/>\n<meta name=\"twitter:site\" content=\"@questionpro\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Anup Surendran\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/nps-integration-intercom\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/nps-integration-intercom\/\"},\"author\":{\"name\":\"Anup Surendran\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/e684f5b706a71ab8ac636fe2939d8cea\"},\"headline\":\"Conduct Net Promoter Score (NPS) survey directly on Intercom with QuestionPro CX\",\"datePublished\":\"2017-10-27T12:08:47+00:00\",\"dateModified\":\"2024-05-29T07:02:13+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/nps-integration-intercom\/\"},\"wordCount\":546,\"publisher\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#organization\"},\"articleSection\":[\"Customer Experience\",\"Enterprise\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/nps-integration-intercom\/\",\"url\":\"https:\/\/www.questionpro.com\/blog\/nps-integration-intercom\/\",\"name\":\"Conduct Net Promoter Score (NPS) survey directly on Intercom with QuestionPro CX | QuestionPro\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#website\"},\"datePublished\":\"2017-10-27T12:08:47+00:00\",\"dateModified\":\"2024-05-29T07:02:13+00:00\",\"description\":\"Keeping customers happy is the topmost priority for all organizations. 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