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Intent Scoring in Intercom for Ecommerce

Integrating Summit &

Intercom

Easily pull the results from your

Intent Scoring

app into your

Ecommerce

workflows and journeys.

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Customizable
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No-code Editable
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Trigger-based
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Flexible

Integrating Summit's intent scoring app with Intercom offers a dynamic approach to understanding and acting on a prospect's engagement and intent to purchase, renew, or take action. This integration leverages Summit's advanced intent scoring capabilities alongside Intercom's powerful customer messaging platform. Here’s how the synergy between Summit and Intercom enhances the intent scoring process:

Key Components of the Intent Scoring App with Intercom Integration

Parameter Inputs

  • Summit analyzes various inputs like web sessions, email interactions, and page visits. Intercom's tracking and user event capabilities ensure these inputs are accurately captured, reflecting real-time user activities.
  • The parameters are customizable, matching Intercom's versatility in handling different user attributes and segmentation features.

Scoring Mechanisms

  • Summit uses decay functions and recency calculations, complementing Intercom’s focus on timely and relevant user interactions.
  • The scoring approach, with its diminishing returns, aligns with Intercom's principle of meaningful customer engagement, ensuring scores remain realistic and actionable.

Weighted Scores

  • The activity weights in Summit's scoring can be aligned with Intercom’s user engagement data, allowing for a nuanced understanding of user intent.
  • These weights are adjustable, which resonates with Intercom’s flexible user engagement and segmentation rules.

Overall Intent Score Calculation

  • Summit provides a comprehensive intent score between 0-5. This score can be integrated into Intercom for advanced user segmentation, messaging automation, and personalization.
  • The intent score becomes a key metric within Intercom, guiding conversation strategies, targeted messaging, and user journey personalization.

Enhanced Benefits with Intercom

Simplified Engagement Analysis

By integrating Summit’s scoring into Intercom, complex user behaviors are translated into easy-to-understand scores, enhancing user communication strategies.

Personalized User Interactions

The integration allows for highly personalized user interactions in Intercom, based on the nuanced understanding of each user’s intent.

Efficient Lead Prioritization

With Summit’s intent scores, Intercom users can prioritize leads more efficiently, focusing on those with higher intent for more direct engagement and conversion efforts.

Data-Driven Messaging

The intent scores enable data-driven messaging and automation in Intercom, ensuring that communication is timely and relevant to each user's level of interest and engagement.

Dynamic Customer Engagement

Summit’s adaptable scoring system, combined with Intercom’s dynamic messaging capabilities, allows businesses to continually refine and optimize their customer engagement tactics based on evolving user data and behaviors.

The integration of Summit's intent scoring app with Intercom provides a strategic enhancement to customer messaging and engagement efforts. This combination offers a data-driven, flexible, and easily interpretable system for measuring user intent, allowing businesses to effectively tailor their communication strategies. It ensures that customer interactions are more personalized, timely, and aligned with the users' level of interest, thereby maximizing the potential for successful conversions and long-term customer engagement.

Start using

Intent Scoring

in your

Intercom

workflows

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Intent Signals (Triggers) for Ecommerce

For an ecommerce platform, recalculating lead scores involves recognizing triggers that indicate a customer's engagement, purchasing behavior, and potential for repeat transactions or advocacy. In ecommerce, these triggers are often related to shopping habits, interaction with the website or app, and customer feedback. Here's a list of potential triggers for recalculating lead scores in an ecommerce context:

Purchase Behavior Triggers

Recent Purchases
  • Frequency and recency of purchases.
  • Changes in purchase patterns or order values.
Cart and Wishlist Activity
  • Items added to the shopping cart or wishlist.
  • Frequency of cart updates or wishlist modifications.
Product Views and Interaction
  • Number of product views and time spent on product pages.
  • Interaction with product recommendations.

Engagement and Activity Triggers

Account Activity
  • Frequency and regularity of account logins.
  • Updating personal information or preferences.
Website or App Engagement
  • Duration and frequency of website or app visits.
  • Interaction with various site features (search, reviews, account settings).
Email and Communication Engagement
  • Opening and clicking through marketing emails.
  • Responding to surveys or feedback requests.

Customer Loyalty and Advocacy Triggers

Repeat Purchases
  • Consistency in repeat purchases or subscription renewals.
  • Loyal behavior over an extended period.
Referrals and Reviews
  • Referring new customers to the platform.
  • Writing product reviews and testimonials.
Participation in Loyalty Programs
  • Active participation in loyalty or rewards programs.
  • Redeeming loyalty points or rewards.

Feedback and Interaction Triggers

Customer Service Interactions
  • Frequency and nature of interactions with customer service.
  • Post-interaction feedback and satisfaction scores.
Product Return and Exchange Behavior
  • Frequency of returns or exchanges.
  • Reasons for returns and feedback provided.

Social Media and Community Engagement

Social Media Interaction
  • Engaging with the brand on social media platforms.
  • Sharing or commenting on the brand’s content.
Community Participation
  • Active participation in brand-hosted community events or forums.
  • Engagement with other customers in community discussions.

Website and App Usage Insights

User Experience Feedback
  • Providing feedback on the website or app user experience.
  • Participation in usability tests or surveys.
Personalization Responses
  • Interaction with personalized content or product suggestions.
  • Customizing user experience preferences.

Conclusion

In the ecommerce sector, recalculating lead scores based on these triggers can help in identifying highly engaged customers, potential brand loyalists, and those likely to make repeat purchases or advocate for the brand. This approach enables more effective targeting, personalization of marketing efforts, and improved customer experience, ultimately driving sales and fostering long-term customer relationships.

Everything you need to start scoring leads today.

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