- How Intercom thinks about Support
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The Conversational Support Funnel
- Laying the foundations
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Introduction
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Get Ready - Adding Teams, Teammates, Permissions, Office Hours
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Route conversations to the right team/teammate
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Give your team a consistent approach to categorize conversations
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Remove ambiguity for your team
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Your checklist
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Laying the foundations
- Building your automated self serve support
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Introduction
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From FAQ to Help Center, Start your automated engines
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Suggest Help Articles in the messenger
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Triage conversations automatically with Custom Bots
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Instant resolution and contextual routing with Resolution Bot
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Building your automated self serve support
- Managing day to day performance
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Introduction
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Scheduling, staffing and reacting to events
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Measuring Teammate performance for the ideal customer experience
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Build a high performing team of continuous learners
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Speed up your responses with saved replies and quick links
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Managing day to day performance
- Optimizing and Improving
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Introduction
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Team Performance Metrics
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Operational Metrics - how are you providing the ideal customer experience?
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Cost Metrics - How much is it costing to provide the ideal customer experience?
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Optimizing and Improving
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Graduation 🎓
For support team managers: Build an effective conversational support team
Create an efficient team that provides personal support at scale.
Whether you're new to the role, or on the path to becoming a Support team manager, this course brings you from the foundations of building a successful workspace through to managing your team's performance on a daily basis.
We pepper the course with introductions to key metrics to help you evaluate your team and workspace performance.
Meet the course producers:
Ruth O'Brien
Customer Support Senior Manager
Phil Byrne
Product Education Manager
Jack Jenkins
Product Education Manager
Brian Byrne
Senior Product Education Specialist
Danielle Swanser
Product Education Manager
Thomas Creighton de Farias
Product Education Manager