Intercom Audit

Overview of Current Setup: This would be an initial assessment of how Intercom is currently implemented. It would include an overview of active integrations, the setup of inboxes, teams, and workflows, and how these elements currently support or fail to support the customer journey.

Analysis of Customer Interactions: A deep dive into customer interactions across various channels within Intercom. This could involve analysing conversation volumes, response times, resolution times, and customer satisfaction scores (CSAT). The goal would be to identify trends and areas for improvement in customer engagement and support.

Usage of Automation and Bots: Evaluation of how automation and bots (like chatbots or automated workflows) are currently being used. This would assess the effectiveness of these tools in managing customer inquiries and whether they are aligned with the best practices for user experience.

Segmentation and Personalisation Strategies: An examination of how customer data is being segmented and utilised for personalised communication. This could include reviewing the setup of user and company segments, and how these segments are targeted in outbound messages or in shaping the support experience.

Team Performance and Workflow Efficiency: Analysis of the customer support team's performance, including workload distribution, handling time, and the use of tags and notes for internal communication. This section would also review how well the current workflows and automation support team efficiency and effectiveness.
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Compliance and Security Measures: A review of how Intercom is configured to comply with relevant data protection regulations (like GDPR) and security best practices. This would include an examination of privacy settings, and any custom configurations made to enhance data security.
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Integration and API Usage: An assessment of how Intercom integrates with other tools and services, including CRM systems, marketing automation tools, and custom applications via API. The report would identify any gaps in integration that could be affecting user experience or operational efficiency.
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Recommendations for Improvement: Based on the audit findings, the report would conclude with a detailed set of recommendations. These would be aimed at optimising Intercom’s setup to enhance customer success and support outcomes. Recommendations could include changes to automation rules, advice on team workflows, suggestions for improving personalisation, and strategies to better leverage Intercom’s features and integrations.
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Implementation Plan: A roadmap for implementing the audit's recommendations, including prioritisation of tasks based on their expected impact on customer success and operational efficiency. This could also outline any potential training needs for the team to better utilise Intercom’s features.