We’re excited to release some really important additions to the Sherlock account and user detail pages as well as — drumroll, please — a shiny new Sherlock widget in the Intercom Inbox.
When Intercom recently opened up the ability for apps to be integrated into their Inbox product (their main customer chat product), we knew that this was the perfect place for Sherlock.
It’s our overarching goal to help every SaaS business operationalize their Product Engagement data. This means having essential Sherlock data available “at the fingertips” of the teams that need it — when they need it. The Intercom Inbox fits this description to a tee. This is where SaaS companies that use Intercom hang out. This is where CS (and sales) teams spend their days interfacing with their customers. This is why it’s the perfect place to have Sherlock data readily available.
Install the Sherlock widget in your Intercom Inbox and you’ll get access to every user’s key Sherlock metrics. That’s Engagement Score, Adoption rate, Activation rate, Frequency, and the Segments in which he or she falls.
You can also expand on this user data to see the Account data associated with that user.
Sherlock data in Intercom Inbox will give your customer-facing teams all the essential information they need when interacting with your users.
Setting up Sherlock in the Intercom Inbox is simple – see this post for more info.
With this release, we’ve also added a new metric for every user and account — Frequency.
Frequency adds another dimension to your engagement insights by answering the question How often does a user/account use my product?
We define frequency as the number of days a user or account has triggered any of your scored events during your “engagement period” (the period defined when you create your engagement score).
For example, if you have a 7-day engagement score and a user has triggered a scored event on five of the last seven days, that user would have a Frequency of five.
The same applies to your accounts, except with accounts, we look to see the number of days that any user from that account has triggered any of your scored events.
You can find Frequency on the user and account detail pages, where you can track it over time to see if it’s getting better or worse. You’ll also see it delivered to your Connections (including the Intercom Inbox!) — and stay tuned to see this metric appear in filters.
Notice that we’ve also enriched your user and account detail pages with more metrics and more over time views.
We’ve added new tabs on each detail page that allows you to see key Sherlock metrics over time:
For users, we have added Adoption and Frequency over time. For accounts we have added those, plus Active Users.
At Sherlock, we have never believed in static metrics. Sure, static metrics tell a story, but it’s not a whole story. Without understanding the “change” in a metric, you can’t understand if things are getting better or worse. You can’t get an entire picture. You can’t take appropriate action.
Finally, on your Account Detail pages, you will see a new option for Days Active below the main charts:
This tab offers you the ability to drill down on specific days to see how many — and which users — were active on specific dates. A brilliant way to quickly understand when certain users use your product.