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Product Tips & Updates

Intercom + Vitally: Seamless Customer Support & Success

Jamie DavidsonJan 28 2019
IntercomMessage

Intercom is one of the leading customer support and communication tools, with powerful auto-messaging capabilities. With our new bi-directional Intercom integration, our Customer Success analytics and insights can be added to your Intercom data to take your customer communications to the next level. Let's dig in!

Importing & syncing your Intercom companies, users, and conversations in Vitally

One of our goals is to help you unify your customer data from disparate systems, so naturally, Vitally can import and sync your Intercom data to Vitally. This covers 3 areas (which are covered in more detail here):

  1. Companies - If enabled, we'll import/sync your Intercom companies to Vitally, attaching every property Intercom tracks for the company (including all your custom_attributes) as a trait to the Vitally account.
  2. Users - If enabled, we'll import/sync your Intercom users to Vitally, attaching every property Intercom tracks for the user (including all your custom_attributes) as a trait to the Vitally user.
  3. Conversations - We'll import/sync your Intercom conversations to Vitally, allowing you to view them alongside your customer emails (if you've also enabled our Gmail integration).

With access to the entire Intercom company in Vitally, you'll be able to view and report on your Intercom data alongside data collected from your other tools like Segment, Mixpanel, Stripe, etc.

Report on your Intercom data in Vitally
Report on your Intercom data, your Stripe data, or any other data you connect to Vitally!

Additionally, you'll be able to view your Intercom conversations in our 360° customer profiles.

View your Intercom conversations and emails in Vitally
View your Intercom conversations alongside customer emails in Vitally!

Pushing Vitally's data back to your Intercom companies

Our Intercom integration is bi-directional, meaning we can also push our unique insights and analytics back to your Intercom companies for use in Intercom's auto-messaging and campaigns. A list of the data we attach to your Intercom companies is detailed here.

With our data accessible in Vitally, the possibilities are endless in how to setup your Customer Success and communication efforts. You can leverage our alerts to flag opportunities and churn risks and auto-engage with the owners of those accounts using Intercom (oh, we also update Intercom users and flag those that are owners in Vitally 😉). And since we sync your Intercom conversations, you'll see those convos back in Vitally :)

Auto-engage with customers in Intercom using Vitally's data!
Auto-engage with customers in Intercom using Vitally's data!

But wait, there's more!

Computed customer traits

A scenario we've seen before - your customer data has a trait identifying the plan the customer is subscribed to but not their MRR, which prevents you from analyzing your MRR in Vitally. You can now resolve that issue with our new computed traits!

Computed traits work by auto-updating a trait on an account based on a set of configured rules. Once an account matches your rules, we'll set the trait to the value you configure, which lets you then leverage that trait in our powerful reporting tools!

Automatically set a customer trait using rules
Automatically set a customer trait using rules

View users within any customer segment

And finally, we also added the ability to view all users within any customer segment. This one's honestly a bit overdue 😉

ViewAllUsers

Tags

Customer SuccessTools