When you're answering customer questions in the Conversations Inbox, your customer's user and company data is visible in the right hand column. Often that's all the insight you need. Other times you want an even more complete understanding of the history and health of your customer relationships. Intercom's user and company profiles provide this extra insight. Profiles let you easily see the tags & segments, custom data, event history, notes and conversations you've had with a user or company in one place.
User profiles make it easy to view and add notes and tags, see Event counts, send a message and review a user's segments. You can also view all activity and conversations in a single stream or sort them by type. The profile also geolocates the user based on the IP address of their last login. This information makes it easy to review and understand what you've said to a user, and what questions or issues they needed to contact you about.
You can also use custom data and Event tracking to send Intercom information about how customers use and interact with your product. All of this is visible on their profile. Use notes to record important information about a user. These will be visible to all your teammates. Adding tags to a user can move them into a segment or opt them in or out of an auto message or campaign.
Intercom lets you group your users into companies. Company profiles give you an overview of the state of your relationship with each company at a glance. You can see if the company is active, or slipping away, how long they have been a customer, their collective session count and when the last time someone from that company logged in.
You can message selected users or the entire company from the profile page, or add company level notes or tags. As with users, tagging a company can add its members to a segment or an auto message schedule.
Company profiles also collate all the individual users conversations you've had with members of that company into a single conversations stream. This gives you a deep understanding of your Team's conversation history with them.