Actions with Wizu Workflow

Wizu can store the feedback collected in Intercom in several different ways

  • Transcripts

  • Tags

  • Data attributes

  • Events

The pre-installed templates for Customer Success and CX include pre-populated actions that can be modified as you like. For example this survey is based on the NPS Pulse template and includes these actions:

Let's break this down and see what each action does:

Append Transcript

The first action in the Wizu Workflow example for a survey based on the Pulse Survey template is 'Append Transcript'

This appends a transcript (as the name suggests!) of the Wizu survey to the Intercom conversation in the notes section - here's an example:

This allows you to see the context of the conversational survey - just as you would with an Intercom conversation. Feedback is available in Intercom and you don't have to switch to another service to refer to it 👍

Create Event

The next action is:

Which creates an Intercom Event for the contact that took the survey. There are five different types of events:

  • provided feedback

  • provided pulse feedback

  • provided health check feedback

  • completed form

  • completed quiz

And for each you can provide a free-text description that is visible in the event.

This is what the event looks like in Intercom on the contact record

You can visit the record in Wizu by clicking on the response link - #8 in the screenshot above.

From Wizu, you can now view the transcript, add tags and comments (these don't sync back to Intercom).

Update Contact Detail

In Wizu Workflow the Update Contact Detail action ...

... updates particular data attributes on the Intercom Contact record (lead or user)

Data attributes available for updates are:

  • NPS Score - example: 8

  • NPS Type - example: 'Promoter'

  • CSAT Score - example: 4

  • Product Satisfaction (score)

  • Customer Service Satisfaction (score)

  • Ease Of Business (score)

  • Loyalty Valued (score)

  • Value For Money (score)

  • Sentiment (-1.0 to 1.0

  • Comment - primary comment with follow up questions appended with '>'

  • Repurchase (score)

  • Last feedback date - automatically created for each Intercom enabled Wizu response

  • Health score - calculated Health Score populated by the Health Score survey template.

These attributes are added when a response is first received, so if you don't use CSAT surveys for example, the attribute won't be created.

Details on the lead or user record can be edited to make these visible

Note: it is not currently possible to update other data attributes currently.

Create Tag Action

The next action is 'Create Tag' - this is what it looks like in the Wizu Workflow section:

Tags can either be set manually as shown in the example above, or dynamically based on the survey response values - as shown below using the NPS Category (Detractor, Passive or Promoter)

This is what the tags look like in Intercom:

Tip: choose 'Edit' to make tags visible by default, but you probably know that already!.

Tagging responses is a great way to group customers into segments using Intercom's OOTB functionality.

Delete Contact Tags Action

This is useful to delete any previous tags for the lead or contact to avoid a contact having conflicting tags such as both 'NPS detractor' and 'NPS Promoter'

Wild cards can be supplied, although operate with care!

Inbox App

Wizu also provides a simple at-a-glance summary indicator based on the last feedback supplied

A red sad face is displayed if the respondent is a NPS Detractor, orange neutral for NPS Passive and green happy face for a NPS Promoter. Anybody viewing this record can instantly see the feedback state for this contact and change their approach if required.

Also included is the latest Primary Measure comment and the date the feedback was received.

Summary

  • There are several different ways of collecting feedback using Wizu from Intercom

  • Wizu response data is stored in ways that make the data actionable and usable within Intercom through the use of Events, Tags, Data attributes.

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