Converting and managing customers

Whether you are using a separate CRM, integrating one with Intercom (e.g. Salesforce) or simply implementing CRM-like tasks, you will want want to understand how to convert and manage your customers. Often factors as simple as different names or concepts can make it difficult to understand how to execute these tasks in different tools or workflows. In order to address this we have put together a brief tutorial series that will help explain how you can perform these tasks within Intercom, so you can more easily implement your own custom workflow to best achieve your own individual use case. The series is laid out as follows:

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1/ What are visitors, leads and users?

Before diving into anything too complicated lets get the basics out of the way. It will be difficult to implement any flow if you do not know what leads and users are and how they differ from visitors. This is true both in a conceptual way in terms of how they are defined, but also in a technical way in how we create and gather information for the different types of customers depending on what stage of the pipeline they exist.
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2/ Converting visitors and leads to users

When you know how your customers are defined within Intercom you will need to understand how they transition between these different customer types. This will relate to the different stages of your sales pipeline and how can you implement this within Intercom. Specifically, and the focus of this tutorial, how you convert convert customers from one type to another.
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3/ Segmentation - Grouping your customers

Once you can convert your customers between the different stages of your pipeline you will want to know how you can identify customers to move between these stages. For example, when does a lead convert to a user or a visitor to a lead? You will have your own criteria for this but you will need to know the different ways you can segment and group these customers given that specific criteria. The focus of this tutorial is understand the different methods available to you within Intercom to perform these tasks.
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4/ Using segments and tags

Two of the most common methods of grouping customers within Intercom are segments and tags. If you already know what these are in Intercom you can just go straight to this section to look at some examples of how you can implement these methods
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5/ Working with Companies

Companies are another way to implement grouping in Intercom. The functionality of Companies is slightly different from segments and tags but can suit some particular use cases. This tutorial will look at Companies in detail and go through some simple examples of how to use them for your own use cases.
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