Overview
It shouldn't be a puzzle to integrate your customer support tools with sales tools. If your team is overwhelmed with chat volume or getting lost with multiple tools, then a HubSpot Intercom Integration is the bridge you’ve been looking for.
This guide will walk you through how to create a unified system where your live chat and your CRM actually talk to each other. By the end of this post, you will know exactly how to:
- Unify customer data for a 360-degree view of every interaction.
- Automate lead creation so no conversation falls through the cracks.
- Sync qualification attributes to keep your marketing segments accurate.
- Trigger HubSpot workflows based on real-time Intercom chats.
We’ve laid out a simple, 7-step process of intercom and hubspot integration. From connecting your accounts to monitoring lead quality, read this guide to help you turn your HubSpot live chat integration into a growth engine. Let’s dive into the setup and get your tools working in harmony.
Is your sales team experiencing complications in catering to customer queries in surge hours? Is this affecting your query repetition and retention rate? Don't worry, you're not alone in this journey. Many organisations are experiencing this challenge because of not having an integrated customer support system to cater to every customer. This is where the need for an integrated system - HubSpot Intercom Integration steps in.
With Intercom services, you can give your customers exceptional customer satisfaction. It enables businesses to effectively manage customer interactions and streamline workflows, ensuring sales reps cater to every lead.
In fact, Survicate research reveals that more than 92% of customers are likely to repeat purchases after experiencing positive customer satisfaction. And it's no surprise that over half of customers switch to a competitor after an unsatisfactory experience.
However, the importance of customer satisfaction is not limited to retaining existing customers but repeating them in the future. This blog post unfolds the secret for this powerful integration. Read on to discover more!
Understanding HubSpot Intercom Integration
HubSpot is a robust CRM and gives an entire suite for sales, marketing, and customer service. Intercom is an AI-first omnichannel customer service tool that empowers sales representatives to connect to customers with live chat, messaging as well as email. Through this, an excellent synergy is obtained as these two platforms are amalgamated together and allow a company to unlock a new series of benefits to transform interactions across all touchpoints; including:
#1. Unify customer data: This integration centralise customer information in one place, so you can access, use, and ensure a 360-degree view of data.
#2. Automated workflows: You can set up automated replies to the most frequently asked questions for instant response, saving time.
#3. Enhance customer experience: Intercom integration with HubSpot ensures that every customer gets an instant response with the most appropriate solutions they require. Also, you can provide seamless and personalised customer support for an efficient experience.
#4. Improve lead generation and sales: This integration ensures that every lead is entertained, increasing the chances of converting more leads into customers with efficient follow-ups
Related Blog: Why Choose Intercom for Marketing Automation
Step-by-Step Guide to Integrate Intercom with HubSpot
To access the Intercom features within HubSpot, you need to follow some steps to integrate both platforms and sync data for exceptional results.
Step 1. Connect Your Accounts
You need to access the Intercom App Store to install the HubSpot app and begin your integration process. Follow the prompt to connect your HubSpot account to Intercom. After installation, enable the HubSpot account to access Intercom leads and conversations within the platform automatically or manually.
Step 2: Automatic Contact Creation (Leads Management)
You need to enable the automatic contact creation to feature in Intercom settings to automatically create contacts in HubSpot following the conversation transcripts. These leads and user conversation transcripts will automatically appear as activities in HubSpot. Additionally, helping you with invaluable insights into customer needs and preferences.
Step 3: Manual Contact Creation (Chat Interactions)
You can create contacts manually within HubSpot app for specific chat interactions that require personalised follow-ups. Not only this, but you can check the email, name, life stage, company name, and add-on details of the created contact to tailor your communication and improve engagement effortlessly.
Step 4. Syncing Lead Details (Data Synchronization)
Following the above step, you can automatically send or sync qualified leads within HubSpot. If you update any detail in Intercom, the same information updates will apply inside HubSpot, allowing you to enrich customers in HubSpot with Intercom as a conversion point.
You can find this by going to App Store > HubSpot > Settings and opening Map data sent to HubSpot. From here, you can select a HubSpot contact attribute for each of your qualification attributes in Intercom.
This Intercom and HubSpot integration keep your lead information, including email, first and last names, contact, and company name updated, ensuring optimisation around all your marketing initiatives.
Step 5: Mapping Data (Qualification Attributes)
You'll find that the data or custom fields you mapped from Intercom are directly sent to HubSpot, so your data will be accurately synchronised. This allows you to further segment your audience and deliver the right marketing messages. Finally, owners are only synced when a contact is created and not when the contact or owner is updated.
Step 6: Triggering Workflows (Automate Workflows)
Create triggers in HubSpot based on specific events in an Intercom conversation. This HubSpot and intercom integration enhances lead nurturing through automatic follow-up emails, tasks, and other workflows. You can use any part of the Intercom conversation as your trigger, including,
- The date it occurred
- Keywords contained in the conversation’s transcript
- The conversation’s URL
Step 7: Monitoring Conversations (Assess Lead Quality)
You can track conversations in HubSpot to measure lead quality and identify potential opportunities. An analysis of conversation data may help you refine your sales and marketing strategies to better convert leads.
In a Nutshell,
By following the discussed steps above and leveraging the power of Intercom HubSpot integration, you can unlock the unmatched features of both platforms.
Manually performing this may cause complexity and require expert expertise to address and handle. This is where the need for HubSpot experts or consultants comes into the pitchure. TransFunnel is one such name in the B2B landscape, a HubSpot Gold partner that specializes in implementing and integrating third-party tools and platforms. Also, being recognised as Intercom partners, they ensure a smooth HubSpot Intercom Integration while assuring that you'll be able to significantly enhance customer communication, streamline workflows, and drive business growth.
So, what stopping you from making the most out of HubSpot Intercom Integration? Let's not initial investment be the hurdle to unlocking a suite of features. Consult, select, purchase, and leverage the HubSpot Intercom with us! Book your consultation today!
Need Help With HubSpot Intercom Integration? Get Expert Integration Support !
Frequently Asked Questions
1. Can I automate workflows based on Intercom conversations?
Yes, with this integration you can trigger workflows in HubSpot based on conversation events happening in Intercom. Use this integration to trigger tasks, send follow up emails and update contact properties based on keywords or actions that are mentioned in conversations.
2. How does Intercom-HubSpot integration help with lead qualification?
A HubSpot Intercom integration centralizes customer data and streamlines workflows. This Intercom CRM integration enriches lead data, enables better lead scoring, and captures Intercom conversations, helping teams identify, analyze, and prioritize the most promising leads more efficiently.
3. Is it possible to see when a contact opens an email in an Intercom Series via HubSpot integration?
By default the intercom plugin is linked with HubSpot as a chat tool, therefore only 1 on 1 conversations are synced. Intercom series are basically mass emails, which Intercom calls “outbound” and these are not conversations. To have any custom information synced to hubspot from intercom, one would need to do a custom build with webhooks and APIs.
4. How do I sync the conversation rating updated date to HubSpot?
The default Intercom and HubSpot integration does not include conversation rating fields, and therefore will not sync them. However, it is possible to use an integration such as Zapier, or a custom webhook with the HubSpot API to send the conversation rating fields from Intercom to HubSpot.
5. Will this Intercom-HubSpot combination be useful in improving my customer relationship management skills?
Yes, Intercom CRM integration syncs contact data, conversations, and engagement history in real time. This Intercom and HubSpot integration helps teams deliver timely support, personalize communication, and manage customer relationships more effectively throughout the entire customer journey.
6. Can you guide me through the steps to integrate Intercom with HubSpot?
To set up an intercom and hubspot integration you need to connect the two applications using HubSpot App Marketplace or third party integration tools. This way you can sync your contacts, get data of conversations happening and can also use the features of the hubspot live chat integration.
