Here’s a list of features and functions we use inside Intercom.
1. Syncing the user data to Intercom app
We synchronize certain data from our Patchstack App users to Intercom directly, to make support experience more efficient. The data includes:
- Site count
- Customer subscription plan code
- 0 – Community user
- 1 – AppSumo user
- 6 – Developer user
- 7 – Enterprise user (formerly Business user)
- Has protection
- Protection count
You can pin the data easily to your right-side sidebar, so it’s easy to determine who the user is. See the User data section.
2. Chat prioritization
Intercom automatically prioritizes the customers, who are on the Developer or Enterprise plan.
A yellow star icon ⭐️ indicates the chat priority.
While doing support, it’s recommended to set the order of chats filter to “Priority first”.
Intercom features we use
1. Workflows
Patchstack uses a feature called Workflows.
This means that the chatbox is triggered on pages we have defined. The chatbox will come with some message and the buttons users can interact with. Each button click will trigger another message, and other choices.
Above workflow runs on our pricing page.
2. Macros
Macros in Intercom are shortcuts to do tasks faster. They let you send ready-made replies, organize messages, or mark things as done with one click. Instead of typing the same answer over and over, you just click a button. This saves time and keeps answers clear and consistent.
To manage and use your macros, click on the Macro icon in the chatbox.
3. Notes
Use notes to tag your teammates, discuss topics, or just leave reminders for yourself. Notes won’t be visible for customers.
4. Surveys
We can run surveys on our website / Patchstack database / documentation or Patchstack App.
- NPS survey (usually once per year after some major updates)
Usually every second quarter we launch NPS campaigns to collect feedback from our customers about new features we have launched. - Customer satisfaction survey
Each time the conversation gets closed, bot asks for feedback about the conversation. Customers can then vote 1-5 (click on according smiley faces), and they can leave a text comment. - Other type of questionnaires
5. Posts
We can run popup posts on our website / Patchstack database / documentation or Patchstack App.
Usually we add popups when there is something important to announce.
6. Product tours
We use product tours to highlight some of the elements in our App.
When a user registers an account and visits any page in our App for the first time, some of the key elements get highlighted, which they should look in to.