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Hi there, we have used intercom for years and need to re-strategize our support structure. We've grown a lot lately and now there are 15 of us in the queue (3 at a time) mainly working out of the "all" queue and sorting by waiting longest. We have two teams in Asia, and one in South America and we have 24/7 support. We're a B2B software product. Users are in our product much of the day and leads are handled outside of intercom.

 

Goals:

 

  • Less unique support reps on tickets (currently too many people having to go back and read through comments and ask repeat questions)
  • Keep response time the same or improve response time (15 median first, 5 minute median, 30 min average response time)
  • Provide our higher paying clients faster support. Ex. if there is a case for a lower paying client which came in before a higher paying client, and none of them have a response yet, we'd want to work the case for the higher paying client first.

 

Before we start building this, I'd love to hear from experts and people who have done this. Anyone have any tips? We have shift leads, T1 reps and T2 reps.

 

Thinking we should start to use the teams feature. Though the team wouldn't be everyone from South America in a team, it would be a T1 rep in Asia, a T1 in South America and a T1 from team 2 in Asia making up the Team. That would allow us to have a 24/7 approach. Then we assign a set of clients (for example, less than 200MRR to that team) so any case that is created by a client with less then 200MRR goes to that group. Our reps become familiar with those clients and the most case reps on a really long ticket from one of those customers is 3.

 

We'd have an overflow queue for the days when those folks are off, or when teams don't have any active conversations and other teams have a lot.

 

Thanks,

Eric

Hey @eric a​ Racheal from the Support Engineer team here👋🏼

 

I'll happily tell you a bit about how we do things over here an Intercom with our global support! First, teams are a great way for everyone to work together in the inbox. You can then use automation rules to assign conversations to a team, instead of a teammate. Every team will have it's own inbox as well (Check out this Article on teams).

 

Assignment rules automatically assign conversations to a specific team or teammate based on criteria you set. These can be user attributes, the page they're viewing, keywords in their initial message, or in your case their MRR. This will be super handy and make your inbox workflow more efficient for your teams!

 

Before getting started you'll want to make sure you have a team set up and with teammates assigned to it. Next, you'll want to set up assignment rules to direct messages to those inboxes. Examples of rules you can set up include:

 

  • Users with accounts greater than a certain $$$ amount or longevity are routed to a "VIP" inbox
  • Users with higher MRR are marked as priority
  • Users with lower MRR routed to T1 team

 

More on Inbox workflows here!

 

Over here, we match our users geographically, so once they're connected to a teammate response times are quicker (staying in the same timezone) and if a conversation needs to be re-assigned it will fall back into the correct regions inbox.

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