Data privacy analysis report of intercom
intercom
Intercom is a technology company that provides AI-driven solutions for customer service. It is significant in the customer service sector and collects various types of data, including standard data fields, custom attributes, and user events, which help personalize customer experiences and provide deep insights into user behavior. Integrations with other platforms like Google Analytics and CRM systems expand its functionality and application.
Intercom stands out as an AI-first customer service solution focused on enhancing customer experience through innovative technology and comprehensive data collection practices.
Who are intercom and what is their primary business model?
Intercom's principal homepage can be found at www.intercom.com. This company stands out as an AI-first customer service solution focused on enhancing customer experience through innovative technology. Intercom provides a range of primary product offerings aimed at streamlining customer support and interaction for businesses
Their key products include AI Agent, an AI-driven agent that supports teams in responding to customer inquiries and resolving issues more efficiently, and AI Copilot, which assists support teams by providing real-time suggestions and recommendations during customer conversations. Additionally, Intercom offers an Inbox that allows support teams to manage customer interactions and prioritize tasks effectively. The company also features a Tickets system to track and resolve customer issues and a Phone support system for voice-based customer interaction
The company's customizable pricing plans cater to businesses of varying sizes, offering Essential, Advanced, and Expert plans that include varying levels of access to Intercom's platform, AI Agent, and channels, along with additional features and usage charges.
What types of data does intercom collect from its users?
Intercom collects various types of data that are essential for providing personalized customer experiences and actionable insights. Standard data fields automatically tracked when Intercom is installed on a site include email addresses, user IDs, plan names, and user types. It also allows for the collection of custom data attributes, such as social profiles, URLs, timestamps, and key-value pairs indicating specific events or actions like 'converted_at.' Additionally, Intercom records events reflecting user actions, such as the first and last time a user performs an action or the total number of times an action is performed
User attributes, such as the number of times a user has made a purchase or the number of projects they have, can also be tracked. This data aids in segmenting audiences, personalizing customer experiences, and creating targeted messages and campaigns.
What specific types of events can I track with Intercom
Intercom enables businesses to track various types of events to gain insights into user activity and behavior. Notable examples include tracking when a customer makes a purchase, including metadata like item name and price, monitoring subscription changes, and recording feature usage or interaction with specific parts of a product. Intercom can also track error occurrences, content downloads, and product tour completions
To set up these events, businesses can use the REST API, supported SDKs, or the JavaScript API. The general setup process involves defining the event, choosing a tracking method, configuring the event, triggering it when the desired action occurs, and then using Intercom's analytics and reporting features to view and analyze the tracked events. Intercom supports up to 20 key-value pairs as metadata for each event, and the data collected can be used to send targeted messages based on user actions and behaviors.
and how do I set them up?
Intercom offers robust integration capabilities that allow businesses to connect with other data sources like Google Analytics and CRM systems. By integrating with Google Analytics, Intercom helps businesses track user behavior and gain insights into how users interact with their app or website. This integration enables the tracking of various events, such as button clicks and form submissions, which can be analyzed further in Google Analytics
Moreover, integrating Intercom with CRM systems like Pipedrive allows businesses to push traffic source data from Google Analytics to Pipedrive CRM in real-time, facilitating the creation of leads or contacts based on specific campaigns. Tools like Zapier and Integromat can be used to create automated workflows that push data between platforms based on specific triggers and actions, providing a comprehensive understanding of user behavior and informing marketing and sales strategies.