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
Best answer by Racheal
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