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What ways are your surfacing Onboarding data to your Support Teams?

  • 4 May 2023
  • 3 replies
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W

Hi there!

 

I’d love to hear how others in the community are surfacing all things onboarding data to their Support Teams who answer requests through Messenger!

 

We use Messenger as our primary support channel today and I’m looking for inspiration to see what types of data, tags, views, automation, you name it people are finding value in today.  This was spurred by the fact that we’re implementing a brand new onboarding platform (GuideCX) and have a nice little integration w/ Intercom setup through Workato.

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Best answer by Milan 12 May 2023, 18:20

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Shauna
Userlevel 3
Badge +4

Adding @Milan @Nathan Sudds @Kevin Bendixen in case they can advise 🤩

Milan
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Thanks @Shauna for the mention ;) 

 

Hi @Will P - I took a look at GUIDEcx platform, I was not familiar with it before… I’m just wondering if you really have that complex solution that you need something extra, rather than only Intercom? I mean, Intercom has a lot of features that help and can track the user onboarding - I often use Series to create onboarding flows of chat/email messages, followed up with Product Tours, ToolTips and Checklist. 

My clients and I (I’m an Intercom partner so I’m working with a lot of different industries) usually define 3-4 key steps, milestones in user activity, that we want their users to achieve in a certain period of time, and then I create these flows of messages, step-by-step guides etc. and tag user along the process with specific tags that represent the user activity. Also, having custom attributes and events also help in segmenting users and targeting them with the most relevant message during their onboarding. All that then shows customer agents where the user is in their onboarding. 

 

It’s true that Intercom does not have much ability to do some specific reporting as everything revolves around conversations. 

 

So, what’s your service you need the onboarding for? :) 

Intercom certified partner | Sovaolo.com
W

Thanks @Shauna for the bump! And thanks for the response @Milan !

 

We have a high touch and complex onboarding process that requires a project management solution like your GuideCX’s, Rocketlane, Monday, FinancialForce, etc. There’s some professional services and multiple teams involved in the process.

Today, I surface a lot of post sales data to help inform my Support Reps when conversations begin - through the use of conversation tags I’m bringing in things like the current Health Score, if they’re “At-Risk”, what add-ons and plans they’re on, etc. 

As far as when customers are in the onboarding stage today, I’m only doing a few things, like tagging the conversation as “onboarding” and triaging to specific teams.

Things I’ve thought about building, but haven’t yet are:

  • Bringing in Project Status - ie if they’re on track or behind - tagging conversations appropriately
  • An onboarding specific custom bot - driving them back to their onboarding specialist when possible and giving them onboarding resources. I feel like im only scratching the surface with what I can do w/ bots rn.
  • Will begin looking at Workato recipes to see if its possible to surface support conversations BACK into the Onboarding project - that way internal/external project stakeholders are fully aware of all conversations being had.

 

I was hoping to hear what others might be doing during this stage of the customer journey and glean some things I might not have thought of yet.

@Milan - building the customer journey within Intercom is very very smart - I love series, we don’t currently have that in our plan as there’s lots of overlap with other tools in our tech stack. 

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