10KC Case Study
User Support Specialist
MINDSETS
Simplicity, Efficiency, Flow
VALUES
Collaboration, Accessibility, Respect
Ashvini Sriharan (She/Her/Hers)
Solutions Focused Support Specialist
User Support Specialist Goals
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Reduce the turnaround time of incoming support requests to be average 24-hour resolution time
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Maintain a net zero growth of issues (meaning, our incoming issue rate is equal to or less than the issue closing rate)
Assumptions Made
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10KC is currently on a plan which allows for the use of the Intercom features mentioned
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Intercom features mentioned are not in use or not in use to its fullest capabilities
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Support Team has access to User Account details on Intercom or CSM
Approach Taken
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Working with what you got
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Automating Work Flows
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Self-Serve Focused
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Support Staff Empowerment
Current 10KC Support Process
User issue arrives through Intercom
Support person responds/collects information
User contacted, issue resolved in Intercom (or Slack)
Is Engineering support required?
No
Yes
CSM messages Support Channel on Slack
Support person responds/collects information
User contacted, issue resolved in Intercom (or Slack)
Revised Support Process
Knowledge Base
User identifies issue
Intercom Support Bot
Ticket intake form and automated responses generated by Intercom features
Tracking
Intercom Tags
Support person prioritizes ticket with relevant tags/attributes to triage issues.
User issue arrives through Intercom
Support person responds/collects information
User contacted, issue resolved in Intercom (or Slack)
Is Engineering support required?
No
Yes
CSM messages Support Channel on Slack
Support person responds/collects information
User contacted, issue resolved in Intercom (or Slack)
Communications
Process Strategy Defined
Execution
Collecting Conversation Data on Intercom - Categorizing / Attributes for Issues
Tools used: Intercom Support Bot, Conversation Data Attributes
Categories / Attributes declared by User:
Issue Type
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Technical Issue
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Question or Guidance
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Feature Request
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High
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Medium
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Low
Issue Priority
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Admin
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User
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10KC Internal
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Non-User
User Authentication
Categories / Attributes declared by Support Person/Team:
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High
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Medium
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Low
Internal Priority
Prioritize
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Introductions
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Office Hours
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Development Programs
Product Effected
Details for Engineering if escalated
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Sales
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Marketing
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Accounting
Department CC
Closing Ticket
Scale of Issue
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# of Users Affected
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Site Access/Site Down
Engineering
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Bugs
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Data Requests
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Deep Dive
Client Satisfaction
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Extremely Satisfied
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Satisfied
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Unsatisfied
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Extremely Unsatisfied
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Quick Fix
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Resource Building (Explorative)
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Engineering (Investigative - Bug/Defect)
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Feature Request
Support Type
Client Priority
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Customer size revenue
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Implementation/ New
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At Risk
Response Time
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All Star - Less than 1 hour
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1 - 6 hours
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6 - 12 hours
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12 - 24 hours
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Overdue
Closing Ticket Optional: Tagging by Support Person to track performance
Automating Work Flows with Attributes on Intercom
Sample Work Flows to Automate on Intercom Inbox
Rule: Upgrade Priority
If user declares:
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Issue Type = Technical Issue
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Issue Priority = High
Then, Intercom Live Chat triggers:
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Scale of Issue options for user to specify
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Product Effected options for user to specify
Internal Work Flow
Support Team receives Ticket and evaluates if further information is required or if escalation to Engineering is required.
If escalation is required, Support Team tags:
1. Product
2. Engineering Tag
3. Client Priority
Rule: Collect Feedback
Once issue is marked as resolved, Intercom triggers customer satisfaction questions:
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Extremely Satisfied
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Satisfied
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Unsatisfied
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Extremely Unsatisfied
Internal Work Flow
Once an issue is marked as closed, Support Team:
1. CCs relevant department if needed
Tracking / Reporting
Intercom has the option to subscribe or generate reoccurring reports. This will allow for the Team to understand where 10KC stands in support and areas to focus.
Write a reply...
Sample Conversation Flow with Intercom Task Bot
Hello, I am not able to set a date for my Office Hours. The Calendar does not come up. Help!
Thank you for reaching out to us. We have a couple questions to help resolve this issue faster...
What type of issue are you experiencing? *
Technical Issue
Please provide detailed description of the issue:
Conversation Tips for Interacting with Users:
Make sure to acknowledge the user even if you have all the information you need.
"Hi Username! My name is Ashvini. I will be taking care of the issue you submitted..."
Let the user know an estimated time of issue resolution or response.
"...We have escalated this issue to our Engineering team but we expect to have a response to you in the next 1 to 2 hours...."
Provide alternative methods of communication for accessibility purposes (Omnichannel approach)
"...Feel free to share alternative methods of communication if you prefer."
Thank you for providing more context. One of our Support Team members will be in touch with you shortly. Feel free to provide more details now.
Execution - Critical Path
Four Month Execution Plan
Research & Strategy Development
Revision and Evaluation of current processes
Consulting with Support and Engineering Team
Consulting with Marketing and Sales Team
Revising proposed strategies
Execution
Intercom Support Bot Implementation
Intercom Tagging: Implementation & Training
Month 1
Month 2
Month 3
Month 4
Video Library development
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Identify topics
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Develop Scripts
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Recording - SnagIT Software or Other
Communications Planning
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Internal Intercom Report Subscription
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Consult with Marketing to develop Support Team lead Newsletter / Newsletter Section
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Develop Internal Communications plan
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Set up Weekly Debrief
Knowledge Base Landing Page
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Consult with Marketing team on KB layout
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Work with Web Development Team to create content and links
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Launch Campaign for Support Café
Revision & Feedback
Develop a formal feedback survey to allow Support Team to provide feedback on experience, what's working, what isn't, and suggestions. Make revisions based on Team's feedback.