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IntercomTutorial
Want Your Support Team To Drive Revenue? Go Real Time.
Summary
Investing in real-time customer support can drive revenue and satisfaction, but scaling it requires careful operational planning. The team found that new customers were 30% more likely to start a trial after a swift first response, and they defined two key metrics: first response time (target under 2 minutes) and subsequent response time. They started by offering real-time support to 50% of new customers, recruiting tenured top performers as Project Leads to help roll out the experiment and identify effective workflows. Operational success depended on four elements: scheduling (using heatmaps of conversation volume and dedicated tools), tools (Intercom’s Messenger and Inbox), workflows (shifting from pass-back to 100% ownership), and communication (Slack channels for handovers and feedback). After refining qualification criteria based on rep feedback to exclude customers with previously activated apps, the team scaled real-time support to 100% of new customers within six months.
Context
Intercom’s support team implemented a real-time support experiment to drive revenue and customer satisfaction, scaling from 50% to 100% of new customers over six months.
Approach / What changed
Define key metrics (first response time under 2 minutes), start small with 50% of new customers, recruit tenured top performers as Project Leads, use a dedicated real-time inbox with heatmap-based scheduling, shift from pass-back to 100% ownership of conversations, use Slack for handovers and feedback, and refine qualification criteria based on rep feedback.
Takeaways
New customers were 30% more likely to start a trial after a swift first response from the support team.
Shifting from pass-back to 100% ownership of conversations prevented overwhelming new shifts and improved workflow.
Refining qualification criteria to exclude customers with previously activated apps kept the real-time inbox focused on brand new customers.
FAQ
What metrics did you use for real-time support?
First response time (target under 2 minutes) and subsequent response time. They focused on setting expectations for follow-up rather than a strict goal for subsequent response.
How did you schedule staff for real-time support?
They built a live heatmap of conversation volume and staffed primary and backup shifts accordingly, identifying hotspots like 17:00 GMT. They initially used Google Sheets, then moved to a dedicated scheduling tool.
What was the biggest operational challenge?
Scheduling was the most challenging part. It required accurate data, smart forecasting, and scheduling pros to ensure the right number of people in the inbox at any given time.
Source and freshness
- Source
- intercom.com
- Published
- Added to Yomu
Summaries are generated from the original by a language model. Check the original before relying on it.
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