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Onboarding Team Members to Intercom

  • January 2, 2024
  • 1 reply
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Hey there! 

 

I am onboarding my team of admin and clinical members to Intercom. They’ve been using Gmail and Google Voice to interact with patients, but we will making the full switch to Intercom soon. 

 

What are ways to help introduce them to using Intercom? I know this will take lots of practice to get used to, as it’s more of a muscle memory concept. But has anyone in here seen great success using certain internal communications with your teams when going through the onboarding steps? I know they are very nervous, and I’d like to make them feel as comfortable and empowered to use this as quickly as possible. 

 

Any advice appreciated! 

 

Thank you! 

Best answer by Erin K

I tend to immediately send new users to the Intercom Academy, specifically this collection: https://academy.intercom.com/path/provide-a-great-customer-support-experience

 

This year I also collaborated with some team members to create a guidebook for the team that uses intercom. Basically over some months, we started mapping out the places people have issues and writing any helpful tips we could think of. I have also used Scribe as a way to help document how certain things should be set up. I personally did the Intercom Certification when I started in my role and it made a world of difference for me. 

 

Best of Luck!!

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  • January 3, 2024

I tend to immediately send new users to the Intercom Academy, specifically this collection: https://academy.intercom.com/path/provide-a-great-customer-support-experience

 

This year I also collaborated with some team members to create a guidebook for the team that uses intercom. Basically over some months, we started mapping out the places people have issues and writing any helpful tips we could think of. I have also used Scribe as a way to help document how certain things should be set up. I personally did the Intercom Certification when I started in my role and it made a world of difference for me. 

 

Best of Luck!!


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