Tips on managing Intercom/Drift?
Tips on managing Intercom/Drift?
I've done it a couple times but had trouble keeping up with the influx of messages. Is this something worth paying for a customer service person to handle? Did you keep the hours of responses always offline? Curious how you've generally managed this for small teams that don't have a dedicated sales team.
The trick is to notice what the user is asking for, and where they are asking it, and then add that info to your site on the same page they asked.
At first it's a bit like whack a mole but then over time you will start to notice that you get less and less questions and your users start to get more and more happy and conversions go up.
Pop up chats are too handy for customers - they will go there before they click on your FAQ's
Have you considered an Automated Bot that maps out answers based on the questions? This could cover you during the non-active hours - probably your 9 to 5 - I'm guessing?
I have a pretty good space at work at the moment to be close to my customer base, however, a job change is coming in March which is going to throw a spanner in the works!
I've considered the Automated Bot during the work hours from March on...
Hi Stephen,
What's the main challenge you have?
Are these potential customers who are chatting with you for sales reasons?
Or customer success (ie users/customers with support questions)?
thanks for the reply!
These are potential customers who have additional questions prior to purchase.
A few issues:
For sales questions/inquiries I would add drift even if you aren't there, yes.
If you notice a pattern to the questions/support queries (my rule of thumb at an early stage is if three people ask the same question) then you probably want to include this info more prominently on your landing page.
I've never seen this be a problem. In the early days, you want to be as close to the customer/problem as possible so I wouldn't delegate. Obviously I don't know the particulars, but I'd automate/delegate other things before touching customer-facing stuff.
Are there a lot of patterns to the questions asked?
It might be better to change your website to address the common questions rather than try to manage drift and intercom better.
This would also help capture the customers that are leaving without even trying to contact you.
Good suggestion. We have an FAQ but we notice users still feel more comfortable talking to the chat widget. We could probably automate some of the responses to redirect to the FAQ, though.