Support tickets can reveal important information on customer experience and feedback. Marvin can help you turn this passive data into actionable insights for your work.
Marvin integrates seamlessly with paid Intercom accounts to import tickets and give you the tools to annotate the data. To begin, you must integrate your Intercom account with Marvin.
Integrating your account
Go to “Integrations” and click “Connect” under Intercom. You can also integrate the first time you try to import tickets from Intercom.
You’ll see a new tab open* where you need to enter your Intercom credentials. To proceed, you’ll have to grant Marvin access to your Intercom conversations.
*Please make sure that your browser settings allow pop-up windows.
If you click Authorize access”, you’ll see a message confirming the integration.
Import Intercom data
To add data from Intercom tickets to your project, click “Add new files” and select “Import Intercom conversations” under “support tickets”.
Customer data
When you begin the import, you have to decide whether you want to attach the customer’s name and email ID to the issue. This can add context in a lot of cases, which is why we recommend you attach the data. However, if you need to anonymize the data, select “No, keep customers anonymized”.
Marvin can automatically add each of the customers to your research panel. This is particularly useful if you need to track the conversations and touch points for these customers across different sources. Or you may want to get in touch with these customers for user research.
How Marvin presents ticket data
Marvin will automatically segment information into customer data, single-choice or multiple choice answers (quantitative data), and open-ended responses (qualitative data)
Visualizing the data
Marvin offers two views for you to evaluate all the data:
Summary
Conversations
Summary
In this view, all responses will be grouped by question. For example, you’ll be able to see all requests by customers or all tags in one tab. Click on each question to see the responses.
This view is helpful when you’re evaluating a specific metric, such as customer satisfaction or most common issues.
Use filters to drill down to specific information. Select the drop down “Filter responses by” and click “Apply” once you’ve checked all the relevant filters.
Conversations
Under the “Conversations” tab, you’ll see responses grouped by customer. You’ll be able to read all the responses as a conversation. This is useful to track sentiment at a customer level.
Quantitative data
Marvin will automatically detect whether objective questions are single choice, multiple choice, NPS or ranking. In case you need to change the categorization, you can do so from the drop down menu.
Choose whether you want to visualize the data as a pie chart or bar graph, or listed as raw data.
Qualitative data
Each response to an open-ended question is presented as a note. You can access details such as the date, customer name, folder and details of the response.
Analyze information
Use Ask AI to ask specific questions about your support tickets. You can ask Marvin to spot trends, ask about specific customers or focus on certain types of queries. Use filters to add context and find more detailed results.
Fetch new data
You don’t need to manually import responses each time you analyze support tickets. Marvin will automatically update responses once a day if you toggle on “Update data everyday”. You’ll see this option in the “Files” tab in your project. You can also toggle it within the file from “Fetch conversations automatically”.
If you want to trigger the update yourself, click “Import new responses”.
FAQs
Q. Does this integration work with all Intercom accounts?
A. You must have a paid subscription with Intercom to be able to use the Marvin integration.