Godfreycollins0123 • Feb 21, 2023
11 steps • 3 minutes read
🎤 I'm joining an existing Support team in Intercom Everything you need to know to get started with Intercom for Support
🎤 1. Upload avatar (Total time: 2 minutes) Uploading a happy, smiley avatar lets your users know that there's a real person at the other end of the Messenger. 2. Update notification preferences (Total time: 2 minutes) Get notified about the things that matter to you in the ways that suit you best.
🎤 3. Create user tags (Total time: 5 + minutes) Group users together by applying tags directly from the Inbox or Platform. You can tag users based on activity in a conversation, like highlighting a bug so product teams can review, or by their status, like their role in a company. 4. Review previous Inbox conversations (Total time: 5 + minutes) Get up to speed with previous conversations so you have the context you need to resolve customer issues, on-brand, every time. You can also use these conversations to monitor trends or review a user's conversation history.
🎤 5. Create macros (Total time: 5 + minutes) Build a library of macros to common questions so you can speed up response times.
🎤 6. Manage team inboxes (Total time: 2 minutes) Customize the visibility of inboxes in your workspace so you can access the inboxes that matter to you fast. 7. Customize your Inbox with Apps (Total time: 2 + minutes ) Create a customized Inbox that connects all the tools you use to resolve conversations. Get more context on your conversations and take action with Inbox apps.
🎤 1. Write articles (Total time: 10 + minutes) Write help content for your users to answer a question, help them complete tasks and share best practice tips so they get the most out of your product or service.
🎤 2. Create collections (Total time: 5 + minutes) Group your articles together in collections so users can find articles relating to a specific topic, or question. 3. Turn on your Help Center (Total time: 10 + minutes) Make sure users can find your Help content by making your Help Center public.
🎤 4. Create Answers for Resolution Bot (Total time: 5 + minutes) Write answers to the common questions your users ask so Resolution Bot can resolve these queries for you. Allowing you to focus on more complicated issues. 5. Train Resolution Bot (Total time: 10 + minutes) Train Resolution Bot to recognize your most common questions and their variations, so it learns which questions to trigger your answer for.
🎤 6. Create a Custom Bot from new conversations (Total time: 10 + minutes) Gather information upfront and route conversations to the correct team with Custom Bots from new conversations. Helping you get to the root of the issue from the very beginning. 7. Create Product Tours (Total time: 10 + minutes) Create interactive, multi-step tours to show users how to resolve their issue with Product Tours.
🎤 Congratulations! Your Intercom workspace is set up and you're now ready to provide world-class support at scale
🎤 Have a little more time? Here's just a small collection of some of our favorite support-related articles from our colleagues at Intercom
