Looker Blog : Data Matters

4 Ways to Level Up Your Customer Support Analytics with Intercom, Looker Blocks, and Blendo

George Psistakis, Co-Founder of Blendo

Oct 26, 2017

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One of the few constants of doing business is that Customer Support encompasses everything you do over the course of your business relationship.

From the sales pitch to contract signing and beyond, Customer Support offers the tools necessary in getting the customer established, answers any follow-up questions, offers help, and ultimately delivers value.

But how do we know if our Customer Support efforts are successful?

Traditionally, Support Analytics have lived in the support tools themselves, siloed from the rest of the data obtained about the customer lifecycle and offered limited analytical functionality.

Today’s Business Requires Modern Tools

Today, tools like Blendo give you one-click data integration to many cloud services like Zendesk, Intercom, Stripe and Xero to easily sync with your data warehouse. This enables you to explore this data in Looker and easily make it available to everyone it would benefit across your organization.

Intercom is one of the data connectors offered by Blendo, which allows companies to seamlessly sync customer support data into their data warehouse with a schema optimized for analysis.

We created an Intercom Analytics Looker Block to make it easy for any company to turn data from Intercom for actionable results.

While Intercom provides some analytics about the performance of your support team, with Blendo and Looker Blocks you can delve deeper into the data, generate more insights and also use it as the basis for the creation of reports, customized exactly for your needs.

The Intercom Analytics Looker Block allows you to:

Use historical chat volume to optimize resource allocation
By analyzing your historical chat volume, you can identify if and when your customers’ behavior exhibit seasonality. In this way you can easily predict that you will need more agents available in certain periods to address the additional demand for customer support.

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Get individual agent and team performance at a glance
People often use Intercom admins as customer support “Agents”. This way you may monitor conversation distribution among Intercom Admins or Teams, spot an admin’s outstanding performance, or identify teams that have more work than they can handle.

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Identify the performance of your customer support team by comparing response or resolution times and customers’ wait time. This analysis can help you to assess the performance of each agent and the team as a whole to inform training, growth and team management programs.

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Understand your customer interactions across the globe
Want to track conversations by geography? Monitor the number of conversations created or closed per month? When you have global reach as a company, it’s important to address the different time zones in which your customers operate, and ensure that you’ll always have agents available to service their requests.

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Gain deeper insight into your customer’s experience with your support team and beyond
With your Intercom data in your data warehouse along with the rest of your customer information, you can create a full picture of the customer experience and lifecycle. See how common issues relate to churn, how chat response time affects NPS, or how chat interaction relates to product adoption.

With all of your data in one place, the possibilities are endless.

Try Looker + Blendo

Access the Blendo Looker Blocks by reaching out to your assigned Looker analyst, or request a Looker demo and trial.

To learn more and start syncing your Intercom data with your data warehouse, visit Blendo and create an account today.

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