Intercom for Human Support

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5 Topics

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Brandon S13Employee
posted in Intercom for Human Support

How we manage low-touch forecasting and scheduling (partnering with Assembled)

I’m Brandon, the Workforce Manager on the Customer Support team at Intercom. My primary responsibility at Intercom is to ensure that we have the right people, at the right place, at the right time in order to answer our customers’ queries in a timely fashion - and we’ve partnered with the workforce management tool Assembled to make this process easier for myself.With Assembled, we are able to connect Intercom directly to the tool through API integration. In doing so, Assembled is able to ingest and track the number of conversations that flow through all our specific inboxes. The tool then uses this historical data, along with configurable inputs I provide, to generate future short-term forecasts. I then apply manual adjustments within the tool to fine tune a forecast that is most aligned to our business model. Once we input the team’s weekly schedule and time off into Assembled, the staffing timeline updates to display our projected supply versus our forecasted demand. I then schedule

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2 months ago
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DulceEmployee
posted in Intercom for Human Support

Partnering with R&D on Bug Management

Hello Intercom Community! I’m Dulce, a Customer Support Manager here at Intercom 👋🏽 I also happen to be the newest addition to the NORAM manager crew based in the Chicago office. One of the things that has impressed me about our Support department is the partnership we have in place with the R&D team. As Support leaders, we know the bridge between R&D and Support is a critical one to maintain for many reasons… To ensure the product is evolving in a way that strives to meet customer demand To internally prepare for new product launches and equip our team with the knowledge & resources to enable customer success To enable Support to be an efficient link between the customer and R&D on bug identification and software maintenance One of the recent projects I undertook was to do some “spring cleaning” in the bug management space. My 2 key objectives were to A) improve how we communicate with our customers on bug prioritisation & resolution time and B) provide clear

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5 months ago
Declan I
Declan IEmployee
posted in Intercom for Human Support

Using Inbox Dashboards for a bird’s eye view of your team’s backlog

Hi everyone, Declan here, leader of our Support team at Intercom. I’ve worked with many Support tools throughout my career and one of the most important features is a real time view of the state of the queues (or “the inboxes” as we call them at Intercom). The inbox dashboard feature within Intercom is my go-to space every morning and throughout the day to understand how many conversations are waiting, for how long and for which sub-teams within my organisation. This gives me the high level overview I need and helps me pinpoint where I need to follow up with my team to re-allocate resources or strategise around further capacity planning. You can learn more about the feature here and you can use whatever filters make sense for you and your team, but I would recommend always keeping an eye on Waiting for First Reply. This shows you how many customers have opened a conversation but have not had anyone from the team respond to them yet, which we refer to as our backlog.  How manageable the

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Declan I
6 months ago
Eric Fitz
Eric FitzEmployee
posted in Intercom for Human Support

How we use Tickets for our internal On-Call team

Within Intercom’s Customer Support team, we have an “On-Call” team made up of tenured teammates who have the responsibility of helping their colleagues answer more complex customer questions. Previously, these questions were raised through a different instance of the Messenger and funnelled into an entirely separate Intercom workspace, apart from our Support team’s main Intercom workspace. With the launch of our Tickets feature, we saw a unique opportunity to funnel these inquiries into our main Intercom workspace, streamline the process and remove the inefficiency of having two workspaces. To raise a Ticket with our On-Call team, our Support team simply opens the Messenger in their Intercom workspace (the benefit of having our Support team work from “our” instance of Intercom!) and start a new conversation, where they’ll be greeted by an Inbound Custom Bot. Once they follow the steps in the bot to ensure that their question is routed to the correct On-Call team, they’re presented with

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Eric Fitz
6 months ago
Sean Reid
Sean ReidNew Participant
posted in Intercom for Human Support

How we manage Quality Assurance for teammates at Intercom (in partnership with our friends over at Klaus)

Hey there everyone, I’m Sean, Customer Support Manager here at Intercom! One of my key responsibilities in my role here is to ensure the day to day and overall running of our Quality Assurance team. In order to monitor our customers' experience with our support team, we use the amazing Quality Management tool Klaus! The Customer Support team is constantly looking to deliver and provide our customers with world class support. This approach needs to be present and active in every interaction we have with our customers in order to provide a best in class product experience. Klaus allows us to do so much in order to solidify this with Customer Support Specialists and Engineers!  The first way we do this is through a system we call CSAT Guardian. We have set up Klaus in such a way that any time any of our specialists get a negative survey, it is sent straight to our Managers specific view for them to review. This allows us to see customer pain points, areas of improvement and try to get an

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Sean Reid
6 months ago
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