In regards to continuing the ‘Featured Applications’ series on this blog, I wanted to briefly highlight one of the backbones of Reclaim Hosting: Intercom.
We say all the time that we are our customers– that Reclaim Hosting would be nothing without the users that take us on and support our vision for web hosting. So we want to make sure that we are doing everything we can to support them in return. Having top-notch customer support is one of our biggest priorities, and we couldn’t be as rock solid as we are without the help of Intercom, our support interface.
Intercom describes themselves on their website as “the one place for every team in the Internet business to communicate with customers”. Truth. They offer a variety of ways that you can use Intercom, too: Live Chat, Marketing Automation, Customer Feedback and Customer Support.
HOW RECLAIM HOSTING USES INTERCOM
Reclaim uses Intercom’s customer support feature. Its pretty great, I think. Users can send their questions firstname.lastname@example.org, or within the app in their Client Area. All messages on our end come through the same space for easy access.
And because you can easily tag and assign other support members to tickets, this really cuts down on overlapping as well.
At a glance in the Intercom dashboard, I can easily see how many conversations are open, when we last got a response from the user, and who on our end is responsible for replying to them. And because everything is out in the open (as opposed to private email chains, for example) we can all be in the know about a user’s current problem.
Perfect example: I’ll start my day with support at 10am. Tim, Jim or Joe may have began a conversation with a user previous to my arrival- if they temporarily log off for a meeting or other engagement, I’m able to step in. The user doesn’t have to wait on a response.
The top menu bar of the Intercom dashboard shows all instances of conversations possible: which conversations are assigned to who, which ones are unassigned and how many conversations are open in total.
The right-hand sidebar of the Intercom dashboard rocks as well. If I click on TW’s conversation, for example, I’m able to see a bunch of useful information about TW to the right- institution or location, email, browser, IP address, etc.
This makes things really simple when a user reaches out for help. Almost always the user can realize when there’s a problem, but often they don’t know the ‘what’ or the ‘why’ of the problem. So having a dashboard that automatically gives us server/account information is critical. It points us in the right direction to find the fix.
KEEP TRACK OF TAGS
Above the menu bar already mentioned, there’s a notification icon that keeps track of any tags you might’ve missed. There’s been many a time where I’ll log off for the day, and then sign in to Intercom the next day to find a few notifications from my co-workers saying “heads up, here’s another way to do this,” or something to that extent.
I’m constantly still learning and adding to my repertoire for how to handle unique support requests. So even though conversations may be long closed, I’m able to open them up and learn something new that I might have missed otherwise.
SPEAKING OF TAGS…
By far, my favorite Intercom feature is being able to have real-time brainstorming conversations with my co-workers on the same conversation chain that I’m having with a Reclaim user.
With each ticket that comes through, I have the option of replying directly to the user on the front end, or making an internal note that only support members see.
^Front end with the user.
^Back end with support members.
All support members can chat behind the scenes like this on a single ticket. We can work through problems together, or ask for help when we need it.
For more info about Intercom, check out their blog.