Always know exactly what your customers are saying in Intercom

As CEO, you do not get to decide if your business is great.

Only your customers do.

Every great CEO cares about their customers and their needs. And their solutions aim to make their customers’ lives better in some way.

But are you creating solutions based on your customer’s information or based on suppositions?

As a CEO, it can be tricky to stay in the loop of your customers’ feedback especially if you do not have a process for it. There are big sets of data and little time to go through them. But not knowing what’s in your customers’ minds and still hoping for the best, is wishful thinking.

In this article, we will show you how updatemate.ai can take some weight off your shoulders by allowing you to receive weekly reports on what your customers are saying.

Not knowing your customers’ needs leads to failure

85% of products fail mainly because companies do not listen to their customers first.

When a customer writes to your support team, they are giving you a clear sense of what is working for them and what is not. Based on this information, you understand what your teams need to do more of and what you, the CEO, need to fix as soon as possible.

It is the most accurate way to ensure a product or update will resonate with your customers.

Through customer updates, you can tackle what their needs and wants are. And these are changing fast. To seize the right opportunities, you need to stay on top.

Never forget ever again

You do not have to wait for a launch to see if your new product or update actually meets your customers’ needs. This was the old way of doing business.

By tuning into your customers’ feedback, you get valuable insights for your strategic decisions. And this does not have to mean more stress on your side. 

It is the opposite. By working with proactive systems (Updatemate.ai), you will feel less mental overload and have more time to decide on solutions. You will get reports with customer feedback insights every time you need them.

You are only a few minutes away from great customer insights

If you already have your updatemate.ai workspace or you sign up for a new one it is as easy as:

Connect to Intercom

Connecting to Intercom only takes a few clicks. Create a new data Source, select Intercom as the app, and then click “Connect to Intercom” and choose your Intercom account. 

Set you (and perhaps others?) as recipients

Create a new Destination, select email and just type the emails you want to send your insights to. This group can be re-used across several agents.

Create your personal AI Agent

Now it is time to put it all together into your real AI agent. 

Add a new agent and give it a name, description and icon you like - e.g. “C-level customer feedback bot”.

Select your agents' properties like work schedule (do you want this report on Friday afternoon, Monday morning or at the start of the month?). Then, set the destination to the email group you just created.

Finally, you can pick your AI model - a model is like a brain. Some models are cheap but not the brightest, others are smart but more expensive (still a fraction of the cost compared to humans doing the same work).

Pick what data sources your agent should work on. Select the Intercom conversations you just made. If you have other customer support or review data sources you can add those as well.

Now your agent is configured and you only need to tell it what you need it to do (the prompt). Use plain English.

For C-level insights, we really like this prompt:

I'm the CEO of this company and want to do the best I can for our customers. Tell it to me straight - what do we do that our customers love and what do they think I should change right away?

Take these customer conversations and divide them into two groups: what customers like we do (and thus should continue doing) and what they don’t like (and I should change immediately).

Now divide each group into topics. Sort topics by the most frequent first and list them like this:

For each topic give it a headline and a short description.

Then give 2-5 examples of customer quotes highlighting the topic. If the quote is not in English provide an English translation after the quote.

Click the play button and your agent will load your data and do its analysis. When it is done it will redirect you to its full report.

Delegating to AI is like delegating to humans - you need to be clear and concise. Don’t be afraid to tweak and adjust your prompt so you get exactly the results you want.