Why connect Intercom to Savio?
- So your product team can query feature requests by MRR and Plan in Savio
- So your Intercom admins can push customer feedback from Intercom to Savio without needing a Savio account
1. Querying Feature Requests by MRR and Plan
Savio can show you things like "features requested by customers on your (for example) 'Enterprise' plan". Or help you decide between building Feature A or Feature B by showing you the Total MRR of customers who've asked for each one.
To do that, Savio needs the MRR and plan information for each customer who provides feedback. If you're sending customer MRR and plan information to Intercom, Savio can pull it from there with about a minute's worth of set up. See "Connecting Intercom to Savio", below.
2. Pushing feedback from Intercom to Savio
Customers are sharing insights about how to make your product better with your support, sales, and success teammates in Intercom.
As a product manager, you want to be able to read the important parts of those conversations. And your support, sales, and success teammates want to share them with you (with minimum change to their workflow).
Savio's Intercom integration helps you accomplish both.
What you get
With the Savio app you and your team can:
- Tag individual customer messages in Intercom, which pushes them to Savio
- Add a hashtag to internal Intercom notes, which pushes them to Savio
- Push customer feedback to Savio from the Intercom mobile apps
No Savio Account Required
Note: the person who pushes feedback from Intercom to Savio does not require a Savio account.
How it works
Once you install the app, you tell Savio what tag you'll apply to Intercom messages that Savio should pull in:
You can then push feedback from Intercom conversations to Savio in two ways.
1. Tag a message in Intercom
When you tag an Intercom message, Savio will import that message as new feedback.
When you push a message to Savio, Savio will add a note to the Intercom conversation indicating that the feedback has been pushed successfully:
In Savio, you'll have a link back to the Intercom source conversation to see the full context, if necessary.
2. Hashtag an Intercom note
When you use your tag as a hash tag in an Intercom note, Savio will import that note as feedback.
For example, if Savio is importing Intercom messages with the tag
product-feedback, you'd add
#product-feedback to a note for Savio to pull it in.
For example, imagine you have this conversation:
There are three feature requests here, but your Product Managers wouldn't have a lot of context if you just pushed a single message for each of "date pickers on burndowns", "cycle time reports", and "cumulative flow charts".
So you could summarize the requests in a note and add the
#product-feedback hashtag, which is what Savio is listening for:
3. Push customer feedback from Intercom mobile apps
The hashtag-in-note feature is also helpful when you're answering customer feedback using Intercom's mobile app. You can't tag messages using Intercom's mobile apps (this is a limitation of their mobile apps). But you can summarize the feedback in a note and add the hashtag in the Intercom mobile app. Like when you hashtag a note in the Intercom web app, when you do it in the mobile app, Savio will pull the note in as feedback.
Connecting Intercom to Savio
Connecting Intercom to Savio is straightforward.
1. Visit Savio Settings page
Visit your Savio Settings page and click this button:
2. Authorize access for Savio
Then hit the Authorize Access button:
3. Select the tag Savio should pull in
4. You're done!
Savio will import your customers and accounts and their MRR and plans. You'll be able to use MRR and Plan to filter your feature requests and plan your roadmap with more confidence.
You'll also be able to push messages or internal notes from Intercom to Savio when you add the tag you selected in step 3 to an Intercom message, or use the tag as a hashtag and add it to an Intercom note.