Hi Everybody, We're a small SaaS company (https://trysmartplan.com using Intercom for our Customer Service. I'm the co-founder of the company and in the beginning I did all the customer support. Now we have 5 part time employees covering our customer support shifts. After hiring employees for this job, I have found it hard to stay in the loop of what kind of support we have. Yes I talk to my employees and yes they report feature requests etc. But to feed my gut feeling about what is going on I have to click through a lot: closed, snoozed and open. The same goes for Quality Assurance. How do you make sure the quality of the responses are good enough? I would love to hear if this is something you also struggle with or if it's just me :) Hope you are all safe. Best regards,Mathias

On top of all of the above, I would suggest using the bot flow and conversation attributes to allow you to wrap your conversations with a taxonomy that fits your business and then as called out look to sample the conversations.Set up some quality criteria that you can use as your checklist and as a calibration point (if you want others to also check)Decide on what data you want to sample from (see 3 / 4)I would start via customer sentiment, and sample negative (if any) and positive (say a 70/30 mix of neg/pos)Look at your performance metrics / reports (MTTR/FCR/SLA) to identify peaks in volume based on your taxonomy and target those conversations (smoke = 🔥)It reads like you do not want to go to crazy on 3rd party tools or automation, so a simple checklist and data to indicate what to sample should get you going. Once you land the manual processes the above responses are all good shout outs on what else to look at in terms of tech etc.Let us know where you land and how it goes.

Hey Mathias! Speaking from my own experience of having worked with Intercom's Support team, the best way to stay in the loop about the type of support your team is offering is through Quality Assurance.For a team of your size, my suggestion would be for you to select a random sample of conversations for each of your employees on a regular basis (once a week), review these and then provide positive and constructive feedback in a 1:1 scenario.There are a number of third-party apps that integrate directly with Intercom that will help you achieve this - for example, I know Klaus have been active in our Community! @daniel f11, what would be your top tips for keeping on top of QA?

How do you stay in the loop?

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