- Laying the foundations
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Introduction
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Get Ready - Adding Teams, Teammates, Permissions, Office Hours
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Develop a consistent approach to categorizing your conversations
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Create automated inbox workflows and route conversations to the right team
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Remove ambiguity for your team
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Your checklist
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Laying the foundations
- Managing day to day performance
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Introduction
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Scheduling, staffing and reacting to events
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Inbox Views: Monitor the conversations that matter most in real-time
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Start reporting on your support
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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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Macros: Speed up your inbox workflows
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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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Custom Reports: Track the metrics you care about
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Conversation Topics: Unlock valuable insights using automatic categorization
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Optimizing and Improving
- Operational Measurement
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Introduction
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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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Operational Measurement
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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:
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Ruth O'Brien
Customer Support Senior Manager
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Phil Byrne
Product Education Manager
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Jack Jenkins
Product Education Manager
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Brian Byrne
Senior Product Education Specialist
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Danielle Swanser
Product Education Manager
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Thomas Creighton de Farias
Product Education Manager