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July 14, 2021Product Updates

Weld + Intercom: More Proactive Customer Success Teams, Happier Customers

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by Sam Lafontaine

In many ways, Customer Success (CS) teams are the bedrock on which many modern tech companies are built. These folks – who go by many titles, such as Customer Success Managers or Customer Experience Agents – are often the face of the organization. They pick up the phone when they see a customer struggling, answer calls when questions arise, and are the usually on the front lines of customer interaction throughout the entire customer/company relationship.

Because of this, CS Managers have to keep a constant pulse on their customers. They should know right away when a customer is stuck in onboarding, under-utilizing an important feature or wanting to add coworkers to their account. However, it's not always easy to do so, due to the simple fact that customer data within organizations is oftentimes scattered around and siloed between departments. This means that a CS agent usually has to jump between 3-5 tabs (their CRM, BI tool, financial tool, etc.) to truly understand what's going on with a customer. By then, precious time has been wasted, and an opportunity to service a customer at the right moment is gone.

This is why we're happy to introduce our latest integration: Intercom. It was built with one purpose in mind – to rid Customer Success Managers of tedious, manual work and empower them with fresh data from their product and SaaS apps at their fingertips, at all times. Here are three benefits of integrating your data warehouse and Intercom together with Weld.

Get a 360° view of your customers directly in Intercom

Customer Success Managers are not employed to perform repetitive, manual tasks. Yet, for the average CS Manager, that's just part of the job. Weld solves a big part of that problem. From your data warehouse, Weld allows you to push any customer data you want to Intercom, and sync it at any desired frequency (as often as every minute!). This rids CS Managers of manual work because they can now get a holistic view of their customers in the very tool that they use on a daily basis. They don't need to spend time shifting from the BI tool, looking for the company, to then jumping over to the CRM and the billing tool. Everything is synced to Intercom.

The sky is the limit in terms of which data points and metrics can be pushed to Intercom. You might want to see a customer's LTV and CAC, the date of their last invoice paid, the number of seats they are paying for in your product and their pre-defined health score, calculated within your data warehouse. You can really get a full picture of your customer without ever having to leave Intercom.

Build powerful workflows in Intercom

Once your desired customer data points and metrics are in Intercom, there's another benefit (on top of the above-mentioned one): building powerful workflows. Because the data is custom, it gives Intercom a whole new dimension of capabilities that wasn't previously possible.

One of the common examples is ranking incoming support tickets based on customers' churn potential or projected LTV. This can very easily and effectively automate an important part of the CS Agent's workload, and allows them to service top priority customers first, based on pre-defined internal metrics (and not Intercom's default ones).

Another example of a powerful workflow built in Intercom with Weld is the ability for teams to use product data to create highly specific and granular segments, and then send personalized in-app or email campaigns based on this data. For instance, you might want to send an automated in-app message to your customers when they complete a specific onboarding step, or invite them to add new co-workers to their account when a specific product milestone has been reached.

Sync your Intercom data back to your data warehouse and into your most used SaaS apps

Syncing data from your data warehouse to Intercom is not the only thing you can do with Weld – the product also enables you to sync your customer data from Intercom to your data warehouse like Google BigQuery or Snowflake. There are many reasons as to why you'd want to do this – and they all fall within the umbrella of "creating a unified, holistic view of each customer". Indeed, there are some very valuable, and quite unique data points collected in Intercom – simply think of everything associated with support conversations and email automation data. By getting all of this data into your data warehouse, and associating it to the right customer, you enrich your customer profiles even more. This can help, for instance, Sales people get notified in Hubspot (for which we have an integration) when a customer opens a support ticket in Intercom.

Start syncing customer data to and from Intercom

Getting started with Weld is easy and you'll be able to start syncing your product and CRM data to Intercom in no time. Our data experts will even help you set everything up and make your data warehouse your company's single source of truth. It's a win for your business, your CS team, and, most importantly, your customers. Schedule a call to learn more about Weld.

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