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Hey everyone, I'm Lucy.


  • New Participant
  • 4 replies

Hey everyone, I'm Lucy. I manage a team of 8 Customer Support Associates at behavioural lifestyle change start up Second Nature. We're based out to the UK but also have an office in Aus/Nz.

 

We've been using Intercom pretty much since the company was founded to serve our growing user base.

 

Our challenge at the moment is driving team performance as we grow whilst maintaining a high standard of service for our customers. I'm trying use the 'Reports' to help with driving better performance amongst the team, but I am still very much learning the basics. I would welcome any support with this and would be really interested to hear how other companies are driving performance through their team using Intercom! Thanks 🙂

6 replies

Eric Fitz
Employee
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  • Employee
  • 1630 replies
  • November 20, 2020

Hey @lucy m​, welcome to the community! I'm Eric, the community manager, you'll see a lot of me around here 😄

 

What are the main metrics you're using to measure performance?


  • Author
  • New Participant
  • 4 replies
  • November 20, 2020

Hi Eric, thanks!

 

At the moment we are closing monitoring our Median first response time, trying to keep that really consistent. The other thing from an individual performance view point is trying to understand the number of new conversations (i.e unanswered messages) that a CS agent can get to in a day, so we can set some targets around this. We know that this is what directly impacts our MFRT. We can currently see the total conversations someone replies to in a day, however we know this includes ongoing conversations as well as new conversations. We also keep a check of Time to close but we are looking for a better metric to monitor our time/no. messages to resolution too.

 

Hope that makes sense!

 

Thanks 🙂


Eric Fitz
Employee
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  • Employee
  • 1630 replies
  • November 20, 2020

Yep, that makes a whole load of sense to me! Do you use CSAT as a metric at all?


  • Author
  • New Participant
  • 4 replies
  • November 20, 2020

We do - it's one we have consistently measured for the last two years. The others like first response time are newer KPIs we have started to pay closer attention to 🙂


Eric Fitz
Employee
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  • Employee
  • 1630 replies
  • November 20, 2020

@lucy m​ gotcha! I'd recommend dropping a question about how other companies track support KPIs in our Q&A section, our Connectors are a helpful bunch!


  • Author
  • New Participant
  • 4 replies
  • November 20, 2020

Thanks for the tip!


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