Your Customer Success team simply must have ready access to information about the engagement levels of their accounts and individual customers. Without it, they are pretty much operating in the dark. Most everything your CS does on a daily basis can be made better by having a better understanding of user engagement.
Having this information easily accessible (and in a usable format) will allow them to:
Clearly, engagement is an essential metric for driving a great customer success practice. The question is — how do you get this measure into the hands of your CS team so they can use it most effectively?
One of the best ways (if not THE best way) to do this is to integrate your Sherlock account with Intercom. By integrating Sherlock <> Segment your team can take full advantage of:
This means for each of your users, Sherlock will add their Sherlock scores as well as their Sherlock segments as attributes.
Seriously….wouldn’t your CS team love to have an Intercom dashboard that looks like this?!?!? (ours does)
Obviously, once this data is in Intercom, your team has the ability to segment and target messaging based on this engagement data.
Segment users based on Sherlock scores or segments
This will help the team drive even more relevant messaging — either to mitigate churn, onboard new users, or enhance expansion opportunities. Some ways you can use Sherlock scores in your Intercom messaging:
Just a few ideas for how you can drive more effective messaging by using engagement as a filter here. A more comprehensive list is certainly subject for another post.
This was a pretty quick post, but hope it helps offer some ways to integrate engagement scoring into your CS operations — namely via Intercom. This one of our most popular integrations so far and those using it think it’s pretty awesome.
(as it turns out, so does Eoghan McCabe — founder of Intercom. He responded to a tweet about it last week )