Skip to main content

Hello from Bournemouth, UK!


Hello from Bournemouth, UK!

 

I'm Daniel, Head of CX at NourishCare. We provide Smart, friendly care management software with best in class customer support. An average response time of 2 minutes over the last 25,000 conversations for those that like numbers. I have been using Intercom for circa 4 years and getting to grips with the new functionality so finding some great tips.

 

Nice to meet you all. 😊

 

Nourish Care

6 replies

Eric Fitz
Employee
Forum|alt.badge.img+5
  • Employee
  • 1630 replies
  • October 5, 2020

Hey @user223iel​, welcome to the community - up the Cherries!

 

Wow - that average response time though!!! 😍 I sense you're going to have a lot of best practice to share with your fellow Support Connectors!

 

Don't forget to update your nickname in your profile (if you'd like) so that folks can see your name!


Brent
Super User ✨
Forum|alt.badge.img+4
  • Super User ✨
  • 257 replies
  • October 5, 2020

Welcome Daniel!

party


Forum|alt.badge.img+1
  • Active User
  • 55 replies
  • October 26, 2020

Welcome! Those are awesome numbers for that kind of volume. What are your secrets?

 

Landon Bennett

Co-founder of Intercom apps: Userfeed & Bump


Forum|alt.badge.img+1

Welcome, Daniel! Impressive numbers indeed. Like @user649, I too am curious! 🙂

 

 


  • Author
  • New Participant
  • 1 reply
  • October 28, 2020

Thanks, no magic involved!

 

Just a user friendly product, a well trained support team and an organised Intercom set-up. For us, having triaging through tagging, saved replies, articles and product tours on all common queries saves a lot of time. We also make great use of attributes to make sure the support team have the right information available when assisting.

 

Next steps for us are to automate more of these steps by building a triaging flow of self help through bots. Key point with introducing more automation is that 'something else' always goes direct to the support team at every stage when a user 'just wants to talk to a real person'.


Forum|alt.badge.img+1

@user223iel​ Nice, thanks for that! Do you mind sharing some more info on the kind of volume you get, and how many support team members could handle that volume with the right automation practices in place?


Reply


Cookie policy

We use cookies to enhance and personalize your experience. If you accept you agree to our full cookie policy. Learn more about our cookies.

 
Cookie settings