Enabling a culture of knowledge management in your team

  • 21 March 2023
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Hey everyone,

 

I’m Beth, Help Center Manager here at Intercom. Besides creating articles, one of the most important duties of managing a Help Center is making sure those articles are kept up-to-date and helpful.

 

Our articles are not only used by our customers, but are also seen and shared by our support reps. Equipped with their deep knowledge of Intercom’s products and features, they’re often the first ones to spot content that looks stale or inaccurate, so who better to flag it than our own Support team, and what better place than from the article itself? By setting up an inbound Workflow from our Help Center, support reps can make article update requests or submit new article ideas, straight from the Messenger. Their request details can either be captured in the conversation thread, or by sending a ticket. These requests are automatically triaged into a specific Workflows, where I can easily pick them up. Tickets are great for capturing all the details needed to action the request, and the Inbox makes it super easy to continue the conversation if it requires further clarification. Once you’ve got it working well for your Support team, you could let your customers submit article requests exactly the same way. 

 

Good knowledge management is integral to providing a solid self-serve experience for our customers. Through using our own articles internally, we can share the responsibility of continuously improving their content and manage that knowledge effectively. If you’d like to chat more about managing your Help Center using the right workflows, let me know in response to this post as I’m happy to share more details!


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@Beth-Ann So are you saying that you would set it up so if they were a user from your company that was viewing the help center, then a certain bot would trigger that would just be for internal recommendations for Help Center changes?

I would love more information on this. I’m not sure that I’m understanding how you’ve set it up but feel this would be really helpful for our team. 

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Hey @Erin K that’s exactly right! From the Workflow audience rules we targeted users logged in with a company email address, and we targeted the page URL of our Help Center so that it would only trigger for these users if they started a conversation in the Messenger from a page in our Help Center - does that make sense?
 

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@Courtney Sainsbury happy to give you more info! This article walks you through setting up the Workflow which can be used for this purpose. The trigger is called “Customer opens a new conversation in the Messenger” but the same trigger can be used for your own teammates too. Then, if you’d prefer to collect the information as a ticket, you can add a ticket form to that Workflow.

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Worth mentioning that while this was a super handy way of collecting Help Center content improvements/suggestions from our team last year, we’ve actually adopted a new approach now where we ask our Support team to submit Back-office tickets instead. This means they can submit article requests directly from a conversation which highlighted an issue or gap in the content, without leaving the inbox. Both approaches work, but this one makes it quicker to submit requests while working in the inbox, whereas the previous approach makes it easier to submit them while viewing an article in the Help Center - so it depends what works best for your team! If you wanted, you could even put both in place and use the same ticket form to collect the requests and then have one inbox view to see all tickets 😃

This is so helpful. Thank you for the insight! 

 

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