Skip to main content

Hi everyone! I'm Helen and I work as Head of Customer Support at WeTravel - SaaS company servicing travel companies.

  • November 19, 2020
  • 7 replies
  • 19 views

Hi everyone! I'm Helen and I work as Head of Customer Support at WeTravel - SaaS company servicing travel companies. What a year it has been...

 

I was wondering about asking this community about thoughts on follow-ups on customer inquiries. What's your position? Follow up on everything once, twice if the client hasn't gotten back to you? What about not following up at all once you've given your answer and guidance and ended in a way that leaves it open for a follow-up.

 

It's a topic I've been thinking about recently and I do not think I have the right answer yet. Would love to hear your ideas!

7 replies

Eric Fitz
Employee
Forum|alt.badge.img+5
  • Employee
  • 1630 replies
  • November 20, 2020

Welcome to the community, @helen v​! Delighted to have you join us - I'm Eric, the community manager, you'll see a lot of me around here!

 

From my time working with Intercom's Support team, our typical flow is to send a follow-up max 24 hours after your last reply (if the reply has been seen), then close the conversation with a closing message a further 24 hours later if you still haven't received any reply.


Brent
Super User ✨
Forum|alt.badge.img+4
  • Super User ✨
  • 257 replies
  • November 22, 2020

Welcome @helen v​ I agree with Eric's approach. Depending on the type of question or issue, we will either close it off for "how to" questions we know we've answered, asking them to get in touch if they have further questions. If their message is for an issue with the system, we follow up as per Eric's suggestion - though we'd close with the first follow up. The conversation still stays open plus they get a request to rate the conversation - which can be another trigger to get them to finally respond.


  • Author
  • Connector
  • 7 replies
  • November 24, 2020

@eric f11​ @brent w​  Thank you for thinking along. I like the idea of closing off "how to" tickets where you don't have much to add but following up with issues and bugs to know that the client is all set up.


Eric Fitz
Employee
Forum|alt.badge.img+5
  • Employee
  • 1630 replies
  • November 24, 2020

On the topic of bugs/issues, which software do you and your team use to track issues? I ask because Intercom has a great integration with GitHub that will automatically re-open conversations when an issue is closed.


  • Author
  • Connector
  • 7 replies
  • November 24, 2020

We use Jira and the free IC integration where you can link an issue to a conversation but it won't open automatically.

 

So we'll see that a Jira issue has been completed an we'll have to search for the issue number and re-open the convo ourselves. It's just a little bit of more manual work but our volumes at the moment allow us to take this approach.


Eric Fitz
Employee
Forum|alt.badge.img+5
  • Employee
  • 1630 replies
  • November 24, 2020

Gotcha, makes sense!


  • Connector
  • 7 replies
  • March 3, 2022

@helen v​ apologies, this comes quite late. You can install and configure the Intercom integration for Jira to have conversations reopened automatically on certain events. Do let me know if you have any further questions.

 

Full transparency: I am the creator of both the free Jira integration in Intercom and the paid Intercom integration in Jira.


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