- Laying the foundations
-
Introduction
-
Get Ready - Adding Teams, Teammates, Permissions, Office Hours
-
Develop a consistent approach to categorizing your conversations
-
Create automated inbox workflows and route conversations to the right team
-
Remove ambiguity for your team
-
Your checklist
-
Laying the foundations
- Managing day to day performance
-
Introduction
-
Scheduling, staffing and reacting to events
-
Inbox Views: Monitor the conversations that matter most in real-time
-
Start reporting on your support
-
Measuring Teammate performance for the ideal customer experience
-
Build a high performing team of continuous learners
-
Macros: Speed up your inbox workflows
-
Managing day to day performance
- Optimizing and Improving
-
Introduction
-
Team Performance Metrics
-
Custom Reports: Track the metrics you care about
-
Conversation Topics: Unlock valuable insights using automatic categorization
-
Optimizing and Improving
- Operational Measurement
-
Introduction
-
Operational Metrics - how are you providing the ideal customer experience?
-
Cost Metrics - How much is it costing to provide the ideal customer experience?
-
Operational Measurement
-
Recap
For team managers: Build an effective support team in Intercom
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.
💡 This course forms part of the prep material for the Intercom Certification 'Design and implement a conversational framework for support teams'. Register for the exam and earn your certificate here. Best of luck!
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