How to Embed Survey in Email Intercom Step-by-Step Guide

Customer support is more than just solving issues—it’s about understanding your customers’ experiences and improving them continuously. Embedding surveys in Intercom emails offers a seamless way for support teams to collect feedback, measure customer satisfaction, capture user answers, and analyze sentiments—all within the tools they already use.

By embedding surveys in Intercom emails, you can:

• Evaluate how customers feel after a conversation or resolution.

• Understand how easy or difficult it was for customers to get help.

• Use sentiment analysis to track customer emotions and identify trends in feedback.

Embedding surveys in Intercom emails ensures your team has real-time insights into customer experiences and sentiment, empowering them to:

• Enhance service quality: Tailor support strategies based on actionable feedback.

• Close the feedback loop: Automatically trigger follow-ups for dissatisfied customers.

• Streamline workflows: View and act on feedback directly within Intercom, saving time and effort.

This blog will provide a step-by-step walkthrough to embed surveys in Intercom emails, helping your team make feedback collection simple, efficient, and impactful.

Let’s dive in to simplify your workflows, boost response rates, and make customer feedback an essential part of your support strategy! Embedding the first question of a survey directly into an email can significantly boost response rate, making it easier for recipients to provide their initial feedback.

How Embedding Surveys in Intercom Emails Can Help Your Business

Embedding surveys in Intercom emails takes your customer support process to the next level by allowing you to collect actionable feedback seamlessly and efficiently. Here’s how it can transform your customer support strategy:

1. Real-Time Feedback via Post-Support Emails

By embedding surveys in your Intercom emails, you can collect feedback immediately after interactions such as chat resolutions or ticket closures. This ensures:

• Timely insights into customer satisfaction levels.

• A better understanding of agent performance right after the support experience.

• Quick action on feedback to address concerns and improve satisfaction.

These post-support surveys keep the feedback relevant and actionable while customers’ experiences are still fresh in their minds.

2. Simplified Workflows for Support Teams

Embedded surveys streamline the feedback collection process by removing the need for external tools or platforms. Your team can:

• Access responses directly in Intercom alongside customer interactions.

• Eliminate manual processes, saving time and effort.

• Focus more on resolving customer concerns rather than managing multiple systems.

This makes feedback collection a natural extension of your existing email workflows.

3. Automated Feedback Collection

Embedding surveys in Intercom emails enables you to automate feedback collection effortlessly. Surveys can be triggered automatically for:

• Chat resolutions.

• Help desk responses.

• Product or service onboarding processes.

These automated emails ensure consistent feedback collection while minimizing manual intervention, helping your team stay efficient and proactive.

4. Comprehensive Customer Insights

Embedded surveys allow you to gather detailed feedback that’s automatically tied to the specific interaction or event it relates to. This provides your support team with:

• A complete view of the customer journey.

• The ability to segment responses for personalized insights.

• Deeper context about customer needs and preferences, enabling better decision-making.

Understanding these insights empowers your team to personalize solutions and improve customer satisfaction.

5. Actionable Data for Measuring Success

With embedded surveys, your support team can track critical customer experience (CX) metrics like:

• Customer Satisfaction Score (CSAT): Measure satisfaction after specific interactions.

• Customer Effort Score (CES): Understand how easy or difficult it was for customers to get help.

• Net Promoter Score (NPS): Gauge customer loyalty over time.

Using this data, your team can monitor trends, identify improvement areas, and take action to address recurring issues.

6. Closing the Feedback Loop

Embedded surveys not only help collect feedback but also allow you to act on the responses collected quickly. For instance:

• Negative feedback can trigger follow-up actions to ensure concerns are resolved.

• High satisfaction scores can be used to identify and reward top-performing agents.

• Unresolved issues can be addressed by reopening conversations, reinforcing trust with your customers.

This ensures that every piece of feedback is acknowledged and acted upon, creating a more customer-centric support strategy.

By embedding surveys in your Intercom emails, you can make feedback collection effortless, timely, and deeply impactful. It enables your team to focus on improving customer satisfaction and retention while benefiting from streamlined workflows and actionable insights.

Embed Surveys Seamlessly in Intercom

Capture valuable customer feedback directly from Intercom emails to enhance satisfaction and loyalty.

Step-By-Step Process to Embed a Survey in Intercom

Learn how to seamlessly integrate Zonka Feedback surveys into Intercom’s live chat and email workflows, enabling effortless feedback collection and enhanced customer support.

Step 1: Create Your Email Survey

• Log in to your Zonka Feedback account and go to the “Surveys” section. Click on the “Add Survey” button or the (+) icon to start designing a new survey.

• Select a template from over 100+ pre-designed options or create your survey from scratch. Alternatively, use Zonka’s AI-powered tools to build a customized survey quickly.

Step 2: Select the Distribution Channel

• Once your survey is ready, choose how you’d like to distribute it. A preview of the survey will appear, and you’ll be prompted to select a distribution method.

• Choose the Email option for embedding in Intercom emails. Name your survey and add a description (optional but recommended for internal tracking).

Step 3: Customize and Personalize Your Survey

After selecting email as the channel, you can fully customize your survey:

• Add Questions: Tailor survey questions to your needs using various question types like rating scales, NPS, CSAT, or CES.

• Branding: Incorporate your logo, colors, and styles to create a fully branded experience.

• Survey Logic: Set up logic to dynamically adjust survey flows based on user responses.

• Localization: Enable multilingual surveys to cater to diverse audiences.

When customization is complete, proceed to the embedding setup.

Step 4: Choose Embed Type (Question or Button)

Decide whether you want to embed the survey in your email as a Question or a Button in your Intercom emails.

• If using the Question option, embed a single survey question directly in the email.

• For the Button option, add a clickable call-to-action that leads customers to the full survey.

Now write a clear email message, including:

• A compelling subject line

• A short, engaging email Survey Invitation

• Personalized placeholders for customer attributes

Step 5: Export the Survey for Intercom Integration

Navigate to the distribute section in Zonka Feedback, select your survey, and download the email template for Intercom. Choose Intercom as the platform and download the HTML file.

Step 6: Embed the Survey in Intercom Emails

Log in to your Intercom account and open the email editor. Paste the copied HTML code from Zonka Feedback into the editor. This embeds the survey seamlessly into your Intercom emails.
Now, use Intercom’s audience tools to target your survey to specific user segments and send an email survey.

Try Zonka Feedback for Free!

Embedding surveys in Intercom emails with Zonka Feedback is an efficient way to gather real-time customer insights. With Intercom and Zonka Feedback integration, gathering customer insights is easier than ever, enabling you to make data-driven decisions to enhance customer satisfaction. Try Zonka Feedback for free for 14 days and start collecting feedback effortlessly and efficiently.