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class="pr-2 text-body-primary-color no-underline hover:text-body-secondary-color" data-testid="breadcrumb-1">Quick start guides</a><div class="pr-2" aria-hidden="true"><svg width="6" height="10" viewBox="0 0 6 10" class="block h-2 w-2 fill-body-secondary-color rtl:rotate-180" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" clip-rule="evenodd" d="M0.648862 0.898862C0.316916 1.23081 0.316916 1.769 0.648862 2.10094L3.54782 4.9999L0.648862 7.89886C0.316916 8.23081 0.316917 8.769 0.648862 9.10094C0.980808 9.43289 1.519 9.43289 1.85094 9.10094L5.35094 5.60094C5.68289 5.269 5.68289 4.73081 5.35094 4.39886L1.85094 0.898862C1.519 0.566916 0.980807 0.566916 0.648862 0.898862Z"></path></svg></div><div class="text-body-secondary-color">Improve your customer experience</div></div></div><div class=""><div class="article intercom-force-break"><div class="mb-10 max-lg:mb-6"><div class="flex flex-col gap-4"><div class="flex flex-col"><header class="mb-1 font-primary text-2xl font-bold leading-10 text-body-primary-color">Improve your customer experience</header><div class="text-md font-normal leading-normal text-body-secondary-color"><p>Learn how to identify and track key metrics, to improve your customer experience.</p></div></div><div class="avatar"><div class="avatar__photo"><img width="24" height="24" src="https://static.intercomassets.com/avatars/5355539/square_128/5355539-1665143317.jpg" alt="Beth-Ann Sher avatar" class="inline-flex items-center justify-center rounded-full bg-primary text-lg font-bold leading-6 text-primary-text shadow-solid-2 shadow-body-bg [&:nth-child(n+2)]:hidden lg:[&:nth-child(n+2)]:inline-flex h-8 w-8 sm:h-9 sm:w-9"/></div><div class="avatar__info -mt-0.5 text-base"><span class="text-body-secondary-color"><div>Written by <span>Beth-Ann Sher</span></div> Updated over 4 months ago</span></div></div></div></div><div class="jsx-ef86202475c6562f flex-col"><div class="jsx-ef86202475c6562f mb-7 ml-0 text-md max-messenger:mb-6 lg:hidden"><div 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10.5659L3.93353 7.06588C3.62111 6.75346 3.62111 6.24693 3.93353 5.93451Z" fill="currentColor"></path></svg></div></div><div data-testid="toc-body" class="jsx-27f84a20f81f6ce9 hidden my-2"><section data-testid="toc-section-0" class="jsx-27f84a20f81f6ce9 flex border-y-0 border-e-0 border-s-2 border-solid py-1.5 max-lg:border-none border-body-toc-active-border px-4"><a id="#h_adeda392af" href="#h_adeda392af" data-testid="toc-link-0" class="jsx-27f84a20f81f6ce9 w-full no-underline hover:text-body-primary-color max-lg:inline-block max-lg:text-body-primary-color max-lg:hover:text-primary lg:text-base font-toc-active text-body-primary-color"></a></section><section data-testid="toc-section-1" class="jsx-27f84a20f81f6ce9 flex border-y-0 border-e-0 border-s-2 border-solid py-1.5 max-lg:border-none px-4"><a id="#h_3b43e390a4" href="#h_3b43e390a4" data-testid="toc-link-1" class="jsx-27f84a20f81f6ce9 w-full no-underline hover:text-body-primary-color max-lg:inline-block max-lg:text-body-primary-color max-lg:hover:text-primary lg:text-base text-body-toc-inactive-color"></a></section><section data-testid="toc-section-2" class="jsx-27f84a20f81f6ce9 flex border-y-0 border-e-0 border-s-2 border-solid py-1.5 max-lg:border-none px-4"><a id="#h_8ce4e4a9b5" href="#h_8ce4e4a9b5" data-testid="toc-link-2" class="jsx-27f84a20f81f6ce9 w-full no-underline hover:text-body-primary-color max-lg:inline-block max-lg:text-body-primary-color max-lg:hover:text-primary lg:text-base text-body-toc-inactive-color"></a></section><section data-testid="toc-section-3" class="jsx-27f84a20f81f6ce9 flex border-y-0 border-e-0 border-s-2 border-solid py-1.5 max-lg:border-none px-4"><a id="#h_c9b331416a" href="#h_c9b331416a" data-testid="toc-link-3" class="jsx-27f84a20f81f6ce9 w-full no-underline hover:text-body-primary-color max-lg:inline-block max-lg:text-body-primary-color max-lg:hover:text-primary lg:text-base text-body-toc-inactive-color"></a></section><section data-testid="toc-section-4" class="jsx-27f84a20f81f6ce9 flex border-y-0 border-e-0 border-s-2 border-solid py-1.5 max-lg:border-none px-4"><a id="#h_d632de42c8" href="#h_d632de42c8" data-testid="toc-link-4" class="jsx-27f84a20f81f6ce9 w-full no-underline hover:text-body-primary-color max-lg:inline-block max-lg:text-body-primary-color max-lg:hover:text-primary lg:text-base text-body-toc-inactive-color"></a></section></div></div></div><div class="jsx-ef86202475c6562f article_body"><article class="jsx-ef86202475c6562f "><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>This will guide you through the key metrics and support tools you can use in Intercom to measure and deliver exceptional customer experiences.</p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>We’ve broken it up into the following sections:</p></div><div class="intercom-interblocks-ordered-nested-list"><ol><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="#h_adeda392af">Determine your goal</a></p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="#h_3b43e390a4">Identify key metrics to track and improve them</a></p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="#h_8ce4e4a9b5">Boost your CSAT score</a></p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="#h_c9b331416a">Improve your first response time and time to close</a></p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="#h_d632de42c8">Create an effective self-serve motion</a></p></div></li></ol></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-horizontal-rule"><hr/></div><div class="intercom-interblocks-heading intercom-interblocks-align-left"><h1 id="h_adeda392af">Step 1: Determine your goal </h1></div><div class="intercom-interblocks-image intercom-interblocks-align-left"><a href="https://intercom.intercom-attachments-7.com/i/o/1121081518/3867d2fd81ce962badc9f9b4/AD_4nXeNigGHXnbQv984Ovuk74G3JCk9s7A0S34MjFJ5roKDzbmzuQdR9RakGBVqN96BMJpLlBT3H1mhepPg-Mtinv1aahAKmc3FKZhCLapidzAdaEohXZYGjOdilck2nohTcqcOwauTu8X__fToBanTnrI3_1E?expires=1732412700&signature=ad1b4fdc59b28bee7c09a56aaa3dfe82fa80fff9361845937d050f5f3775c3fe&req=dSElF8l2nIReUfMW1HO4zQIpxnJibVSt3DfwqGSXEi7nJgwGdjHzkNwodpWa%0ARPxrplmJi9i4hR6Gr0g%3D%0A" target="_blank" rel="noreferrer nofollow noopener"><img src="https://intercom.intercom-attachments-7.com/i/o/1121081518/3867d2fd81ce962badc9f9b4/AD_4nXeNigGHXnbQv984Ovuk74G3JCk9s7A0S34MjFJ5roKDzbmzuQdR9RakGBVqN96BMJpLlBT3H1mhepPg-Mtinv1aahAKmc3FKZhCLapidzAdaEohXZYGjOdilck2nohTcqcOwauTu8X__fToBanTnrI3_1E?expires=1732412700&signature=ad1b4fdc59b28bee7c09a56aaa3dfe82fa80fff9361845937d050f5f3775c3fe&req=dSElF8l2nIReUfMW1HO4zQIpxnJibVSt3DfwqGSXEi7nJgwGdjHzkNwodpWa%0ARPxrplmJi9i4hR6Gr0g%3D%0A"/></a></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>First, you must define what a <a href="https://www.intercom.com/blog/good-cx-isnt-enough-anymore/" rel="nofollow noopener noreferrer" target="_blank">remarkable experience</a> looks like for your customers. This could include: faster resolutions; better customer satisfaction (CSAT); improved response times; effective self-serve support; or increased rate of automated resolution. A well-defined goal allows you to measure progress, allocate resources effectively, and achieve tangible improvements. It also helps align your team’s efforts, providing clarity on what success looks like and how each role contributes to this vision.</p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-subheading3 intercom-interblocks-align-left"><h3 id="h_638d16afa7">Create a vision</h3></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Think about how you want your customers to experience your product or service, and consider the ideal interactions and outcomes from the customer’s perspective. Then work backwards from this vision to identify specific areas for improvement:</p></div><div class="intercom-interblocks-unordered-nested-list"><ul><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Are you meeting response times and managing your queues effectively? </p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>How quickly are issues resolved? </p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Do you have good CSAT scores? </p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Are you offering self-serve support and is it performing well? </p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Is AI working effectively for you? </p></div></li></ul></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-subheading3 intercom-interblocks-align-left"><h3 id="h_b9a2f219e9">Identify key metrics</h3></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Consider which metrics will help measure your success, such as CSAT scores, response times, or rate of automated resolution.</p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-subheading3 intercom-interblocks-align-left"><h3 id="h_1db4b745e7">Set up your Help Desk to align with your objectives</h3></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Once you know which objectives you’d like to achieve, segment these into topics or categories and replicate that in your inbox. These topics help you identify and create the inboxes you need, set up conversation tags and attributes which will be used to track them, and assign inbound conversations/tickets using workload management (if you have a big team).</p></div><div class="intercom-interblocks-unordered-nested-list"><ul><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/197-organize-help-desk-by-teams">Create team inboxes</a>.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/6604447-keep-track-of-support-requests-and-bugs-by-tagging-conversations">Create conversation tags</a>.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/6546210-using-conversation-data-in-the-inbox">Set up conversation attributes</a>.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/6560715-workload-management-explained">Use workload management</a>.</p></div></li></ul></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-subheading3 intercom-interblocks-align-left"><h3 id="h_65a160d114">Example:</h3></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><b>Objective:</b> Improve first response time and customer satisfaction</p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><b>Topics: </b>Simple support queries, technical troubleshooting, urgent queries</p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><b>Inboxes: </b>Basic Support, Technical Support, Rapid Response</p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><b>Conversation tags:</b> Product Feedback, Bug Report, Pricing</p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><b>Conversation attributes:</b> Product Area, Urgency</p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><b>Assignment method:</b> Balanced assignment to distribute workload evenly across teammates and ensure the most critical conversations are addressed first</p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-callout" style="background-color:#e3e7fa80;border-color:#334bfa33"><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><b>🤓 Learn more:</b></p></div><div class="intercom-interblocks-unordered-nested-list"><ul><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/blog/good-cx-isnt-enough-anymore/" rel="nofollow noopener noreferrer" target="_blank">Why ‘good’ CX isn’t good enough anymore</a>.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/7126365-how-and-when-to-use-conversation-topics-attributes-and-tags">How and when to use conversation topics, attributes, and tags</a>.</p></div></li></ul></div></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-horizontal-rule"><hr/></div><div class="intercom-interblocks-heading intercom-interblocks-align-left"><h1 id="h_3b43e390a4">Step 2: Identify key metrics to track and improve them</h1></div><div class="intercom-interblocks-image intercom-interblocks-align-left"><a href="https://intercom.intercom-attachments-7.com/i/o/1121081529/9e125352fcfdb64e76464a6e/AD_4nXfCsp7lbKfTvbBkIK70jI16kG8Kljh3gBqv_jtlj5hrjF401VXpcAZJKKNTxM5UUGPDaOPJA3RH7e7jz0nHKMccitOqPaPjrISa3sxGZ31s1LicdDw8dycb731G_99CtQZPz5tNZOoJz0c6YzocGvicnh0E?expires=1732412700&signature=d201cc52ab712a19d69d31ce93217a95fbf9bbb73b62822fa70cba2ef6a2d7d7&req=dSElF8l2nIRdUPMW1HO4za5JWiC4fFEXLZQIgIrvZXvYRCYbS8eOJnK8GzM0%0AWvVuSlNbRLxzoCQ0NFE%3D%0A" target="_blank" rel="noreferrer nofollow noopener"><img src="https://intercom.intercom-attachments-7.com/i/o/1121081529/9e125352fcfdb64e76464a6e/AD_4nXfCsp7lbKfTvbBkIK70jI16kG8Kljh3gBqv_jtlj5hrjF401VXpcAZJKKNTxM5UUGPDaOPJA3RH7e7jz0nHKMccitOqPaPjrISa3sxGZ31s1LicdDw8dycb731G_99CtQZPz5tNZOoJz0c6YzocGvicnh0E?expires=1732412700&signature=d201cc52ab712a19d69d31ce93217a95fbf9bbb73b62822fa70cba2ef6a2d7d7&req=dSElF8l2nIRdUPMW1HO4za5JWiC4fFEXLZQIgIrvZXvYRCYbS8eOJnK8GzM0%0AWvVuSlNbRLxzoCQ0NFE%3D%0A"/></a></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>“Remarkable” is a moving target. Once you’ve defined what remarkable means for your specific customers, it’s important to measure their experience and track how you are (or aren’t) raising the bar to <a href="https://www.intercom.com/blog/customer-service-metrics-ai" rel="nofollow noopener noreferrer" target="_blank">meet changing expectations</a>. Tracking the right metrics allows you to identify areas that need attention, measure the effectiveness of your strategies, and make data-driven decisions. Reporting on them helps you prioritize efforts based on the most critical issues and track progress over time.</p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-subheading3 intercom-interblocks-align-left"><h3 id="h_bcab2834ce">Identify key metrics</h3></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Determine the most relevant metrics for your customer service goals. As a start, you should focus on:</p></div><div class="intercom-interblocks-unordered-nested-list"><ul><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><b>NPS</b> (Net Promoter Score) for product feedback.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><b>CSAT</b> (Customer Satisfaction Score) for customer satisfaction.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><b>FRT</b> (First Response Time) for initial response to a customer.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><b>TTC</b> (Time To Close) for the time it takes to resolve an issue.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><b>Quality metrics</b> (e.g. communication style, understanding, investigation, following internal processes, etc.) to assess how well your agents are performing.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><b>Bug rate</b> to track the number of bugs on specific topics or during specific time periods.</p></div></li></ul></div><div class="intercom-interblocks-callout" style="background-color:#d7efdc80;border-color:#1bb15733"><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>You can use the <a href="https://app.intercom.com/a/apps/_/reports/views/all-reports" rel="nofollow noopener noreferrer" target="_blank">pre-built reports</a> or create your own <a href="https://www.intercom.com/help/en/articles/4549035-create-a-custom-report">custom reports</a> to compare and track the metrics you’re most interested in.</p></div></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-subheading3 intercom-interblocks-align-left"><h3 id="h_ae5101f4e0">Make improvements</h3></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>It all starts with your north star metric: use these metrics to decide which issues are most important and will have the biggest impact on your customer experience. </p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Start small, scale quickly: approach improvements in phases. Start with a specific period or a small segment of your operations and assess the impact e.g. how NPS has improved since tracking product feedback and passing it to your product team. Then scale the successful strategies across your organization.</p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-callout" style="background-color:#e3e7fa80;border-color:#334bfa33"><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><b>🤓 Learn more:</b></p></div><div class="intercom-interblocks-unordered-nested-list"><ul><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/blog/customer-service-metrics-ai" rel="nofollow noopener noreferrer" target="_blank">How are customer service metrics changing in the age of AI?</a></p></div></li></ul></div></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-horizontal-rule"><hr/></div><div class="intercom-interblocks-heading intercom-interblocks-align-left"><h1 id="h_8ce4e4a9b5">Step 3: Boost your CSAT score</h1></div><div class="intercom-interblocks-image intercom-interblocks-align-left"><a href="https://intercom.intercom-attachments-7.com/i/o/1121081540/f1b896be58ac82e5ec0ed973/AD_4nXeKGymYJcMsJxPnabmACFd1krOpEkdSa25mTTi79q5CT33RGycqUZHuop9oBAKXrHz2EAJd3e9Q6pq5rFff-k-sSsrVx7Z-oJZ-dGjyuuOuCP7198-3x55Vbcr-Cvo71xN3eSK8guaNrqdx_Oe9d7X-IWx2?expires=1732412700&signature=4d1ba1808ba11778773453afb72c29c8b594911ebd15668cf88fec36ea1b2be2&req=dSElF8l2nIRbWfMW1HO4zUIVbROYyewFLfmfx%2F2rHOYlZaslER8CYnJLYi57%0AeUFarKTtmhDdg8dbmDc%3D%0A" target="_blank" rel="noreferrer nofollow noopener"><img src="https://intercom.intercom-attachments-7.com/i/o/1121081540/f1b896be58ac82e5ec0ed973/AD_4nXeKGymYJcMsJxPnabmACFd1krOpEkdSa25mTTi79q5CT33RGycqUZHuop9oBAKXrHz2EAJd3e9Q6pq5rFff-k-sSsrVx7Z-oJZ-dGjyuuOuCP7198-3x55Vbcr-Cvo71xN3eSK8guaNrqdx_Oe9d7X-IWx2?expires=1732412700&signature=4d1ba1808ba11778773453afb72c29c8b594911ebd15668cf88fec36ea1b2be2&req=dSElF8l2nIRbWfMW1HO4zUIVbROYyewFLfmfx%2F2rHOYlZaslER8CYnJLYi57%0AeUFarKTtmhDdg8dbmDc%3D%0A"/></a></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>There’s one real test of customer satisfaction (CSAT), and that is asking your customers for their feedback. CSAT is a crucial metric that reflects how well your customer support meets customer expectations. It’s influenced by various factors like first response time, time to close, and the quality of interactions. <a href="https://www.intercom.com/blog/customer-service-metrics-ai" rel="nofollow noopener noreferrer" target="_blank">Understanding and improving</a> your CSAT helps maintain high standards, leading to loyal and happy customers.</p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-subheading3 intercom-interblocks-align-left"><h3 id="h_75180a5069">Understand CSAT</h3></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>CSAT score is an indicator of customer satisfaction with your service, and first response time, time to close, and quality of interactions will all impact your CSAT. It’s important to remember that CSAT surveys reach a segment of your customer base and may not provide a complete picture of overall customer satisfaction. Beyond just collecting scores, you should analyze the feedback for recurring themes and actionable insight, particularly for negative feedback.</p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-subheading3 intercom-interblocks-align-left"><h3 id="h_9b3bbdc5f1">Create a feedback loop to learn more</h3></div><div class="intercom-interblocks-unordered-nested-list"><ul><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/6904514-teammate-changes-conversation-state">Capture CSAT with workflows</a>.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/7846212-using-branches-in-workflows">Use branches to follow up on negative CSAT responses and better understand the core of the problem</a>.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Note: <a href="https://www.intercom.com/help/en/articles/7836462-automation-basics">you can also send CSAT surveys without workflows</a>.</p></div></li></ul></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-subheading3 intercom-interblocks-align-left"><h3 id="h_c595aa66a1">Check the quality of responses</h3></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Regularly review the quality of responses to identify areas where support agents need training or improvement. If resources are limited, focus on a shortlist of agents (e.g. 0 to 6 months of tenure) or specific types of interactions to ensure quality without overextending your team.</p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-callout" style="background-color:#e3e7fa80;border-color:#334bfa33"><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><b>🤓 Learn more:</b></p></div><div class="intercom-interblocks-unordered-nested-list"><ul><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/blog/customer-service-metrics-ai" rel="nofollow noopener noreferrer" target="_blank">Getting a close read on how efficiently and effectively customers are getting help</a>.</p></div></li></ul></div></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-horizontal-rule"><hr/></div><div class="intercom-interblocks-heading intercom-interblocks-align-left"><h1 id="h_c9b331416a">Step 4: Improve your first response time and time to close</h1></div><div class="intercom-interblocks-image intercom-interblocks-align-left"><a href="https://intercom.intercom-attachments-7.com/i/o/1121081555/1e8616b100078996c1b71aa0/AD_4nXfdWM_l9GByTVAvJiYjqOHddbG67Z0kRbK12GYshGGEng460u1jWMojAgFHexKj_phNG6YUyt1IJUR3FtRXp6rzSJmF-q3cYOK3CKgddOG5JxSYpFCgzGV_MPJvpY-j2P8vxdrzPgYg9veZQkVjloq8nLue?expires=1732412700&signature=a1ec3381c54df8f8e39a4ff1722ed2cc44e396ac31addcb7a64a44829c3545cc&req=dSElF8l2nIRaXPMW1HO4zRiXf9ZHoDkpLbeapf%2FhvMdT%2Bk13AejAG0rwKD5b%0AMzCRhNzyCq7vGEft1%2BU%3D%0A" target="_blank" rel="noreferrer nofollow noopener"><img src="https://intercom.intercom-attachments-7.com/i/o/1121081555/1e8616b100078996c1b71aa0/AD_4nXfdWM_l9GByTVAvJiYjqOHddbG67Z0kRbK12GYshGGEng460u1jWMojAgFHexKj_phNG6YUyt1IJUR3FtRXp6rzSJmF-q3cYOK3CKgddOG5JxSYpFCgzGV_MPJvpY-j2P8vxdrzPgYg9veZQkVjloq8nLue?expires=1732412700&signature=a1ec3381c54df8f8e39a4ff1722ed2cc44e396ac31addcb7a64a44829c3545cc&req=dSElF8l2nIRaXPMW1HO4zRiXf9ZHoDkpLbeapf%2FhvMdT%2Bk13AejAG0rwKD5b%0AMzCRhNzyCq7vGEft1%2BU%3D%0A"/></a></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Something that CSAT surveys can highlight is that customers expect faster responses and resolutions. Faster first response time (FRT) boosts customer confidence, while a shorter time to close (TTC) ensures issues are resolved promptly, keeping customers unblocked and happy with your service. You can use Intercom reporting to see where your FRT or TTC could use a little work and make the right improvements with messenger, inbox, and proactive support tools.</p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-subheading3 intercom-interblocks-align-left"><h3 id="h_3262d4b70d">Use reporting</h3></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Use Intercom reporting to keep a close eye on two key metrics: FRT and TTC, and set realistic goals e.g. if you’re currently responding in 15 minutes, set a goal to respond within 10 minutes. These metrics help ensure customers get the answers they need when they need them. </p></div><div class="intercom-interblocks-unordered-nested-list"><ul><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/3653556-responsiveness-report">Track these metrics in the Responsiveness report</a>.</p></div></li></ul></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-subheading3 intercom-interblocks-align-left"><h3 id="h_4df78af47c">Set dynamic reply times to manage customer expectations</h3></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>It’s a good idea to use dynamic reply time in the Messenger as this will adjust response time notifications to reflect real-time team capacity and set realistic expectations for your customers.</p></div><div class="intercom-interblocks-unordered-nested-list"><ul><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/732436-share-your-expected-response-time">Set dynamic reply time in the Messenger.</a></p></div></li></ul></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-subheading3 intercom-interblocks-align-left"><h3 id="h_5a99732a5c">Optimize your team structure based on patterns</h3></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>By using multiple team inboxes and conversation tags you can streamline workflows and identify bottlenecks and demand drivers. You should also keep an eye on your peak inquiry times and adjust staffing accordingly to ensure adequate coverage during high-demand periods. For bigger teams we recommend using workload management to assign queries to the right team members based on their expertise which speeds up resolution and reduces frustration.</p></div><div class="intercom-interblocks-unordered-nested-list"><ul><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/197-organize-help-desk-by-teams">Team inboxes</a>.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/6604447-keep-track-of-support-requests-and-bugs-by-tagging-conversations">Conversation tags</a>.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/1131009-conversations-report#tackle-the-busy-periods">Peak inquiry times</a>.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/6560715-workload-management-explained">Workload management</a>.</p></div></li></ul></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-subheading3 intercom-interblocks-align-left"><h3 id="h_875d61b575">Increase your team efficiency</h3></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>More efficient teammates means faster response times and you can save your team hours searching for answers and support with Fin AI Copilot, a personal AI assistant in the inbox. You can also create macros for your most common support queries and known issues. Teammates can use these templated replies to respond consistently to customers and automatically take follow-up actions like tagging or closing a conversation.</p></div><div class="intercom-interblocks-unordered-nested-list"><ul><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/9121374-fin-ai-copilot-explained">Learn more about Fin AI Copilot</a>.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/6433193-creating-and-managing-macros">Create macros</a>.</p></div></li></ul></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-subheading3 intercom-interblocks-align-left"><h3 id="h_ea12561a89">Be proactive rather than reactive</h3></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Through outbound messaging you can get ahead of support volume and inform customers about upcoming maintenance or known issues, reducing the chance of unusual spikes. But only send critical updates to avoid overwhelming customers with unnecessary information.</p></div><div class="intercom-interblocks-unordered-nested-list"><ul><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/3292835-get-started-with-proactive-support">Get started with Proactive Support</a>.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Note: some outbound channels are only available with <a href="https://www.intercom.com/help/en/articles/9061648-proactive-support-plus-add-on">Proactive Support Plus</a>.</p></div></li></ul></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-callout" style="background-color:#e3e7fa80;border-color:#334bfa33"><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><b>🤓 Learn more:</b></p></div><div class="intercom-interblocks-unordered-nested-list"><ul><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/blog/videos/the-ticket-fin-ai-copilot-in-practice/" rel="nofollow noopener noreferrer" target="_blank">The Ticket: Moment of truth – Fin AI Copilot in practice</a>.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/blog/what-is-proactive-support/" rel="nofollow noopener noreferrer" target="_blank">What is proactive support?</a></p></div></li></ul></div></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-horizontal-rule"><hr/></div><div class="intercom-interblocks-heading intercom-interblocks-align-left"><h1 id="h_d632de42c8">Step 5: Create an effective self-serve motion</h1></div><div class="intercom-interblocks-image intercom-interblocks-align-left"><a href="https://intercom.intercom-attachments-7.com/i/o/1121081561/5c96a78364915ef69cbbd5f2/AD_4nXeF1LZEDv2mdj4PNbj4-Gs1ZtWmPL1XTQnl3IGjGuKMlAWzv61DqZBNWyQi2i2ZjDUZ6l0NMX_fOEBvJhTLL-hHPuQ2OWAxuVF52Z5VM-fX5PNVJNiQYts2LZ-EBSftKwjlNUyighAcA2U_vu6VX2SDXxU?expires=1732412700&signature=0cb6b67090b10c763190ed5fdcb54e2f2d0c810a214b08acb26f82f9c8533ba8&req=dSElF8l2nIRZWPMW1HO4zc4VZUbMldQckZn5qHmdYuD2obWg8HQz3pGK4x4T%0ANLle9jyBv5MhOiqkQ4Q%3D%0A" target="_blank" rel="noreferrer nofollow noopener"><img src="https://intercom.intercom-attachments-7.com/i/o/1121081561/5c96a78364915ef69cbbd5f2/AD_4nXeF1LZEDv2mdj4PNbj4-Gs1ZtWmPL1XTQnl3IGjGuKMlAWzv61DqZBNWyQi2i2ZjDUZ6l0NMX_fOEBvJhTLL-hHPuQ2OWAxuVF52Z5VM-fX5PNVJNiQYts2LZ-EBSftKwjlNUyighAcA2U_vu6VX2SDXxU?expires=1732412700&signature=0cb6b67090b10c763190ed5fdcb54e2f2d0c810a214b08acb26f82f9c8533ba8&req=dSElF8l2nIRZWPMW1HO4zc4VZUbMldQckZn5qHmdYuD2obWg8HQz3pGK4x4T%0ANLle9jyBv5MhOiqkQ4Q%3D%0A"/></a></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Finally, to really level up your customer experience, you need to create an effective self-serve motion. By allowing your customers to <a href="https://www.intercom.com/customers/retention-com" rel="nofollow noopener noreferrer" target="_blank">self-serve</a> you can significantly relieve the pressure on your support team, so they can deliver timely support to the customers who need their attention. Analyzing how customers interact with these resources can also surface ‘problem areas’ and prioritize impactful improvements. Start by adding public articles to educate your customers and build your help center.</p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-subheading3 intercom-interblocks-align-left"><h3 id="h_bd039ca610">Set up and optimize your help center</h3></div><div class="intercom-interblocks-unordered-nested-list"><ul><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/9357931-create-and-manage-public-articles">Create new articles</a> to support your latest features, products, and services.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/56978-format-an-article">Format and structure</a> content clearly using headers, tables, screenshots and videos to make instructions clearer and cater for multi-mode learners.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/7234211-best-practices-for-organizing-your-collections">Organize collections</a> logically to ensure articles are easy to find and follow a clear structure.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/1970126-get-started-with-help-center#h_f6d2986b64">Set your help center live</a> and allow customers to start self-serving.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/7269326-how-to-optimize-your-help-center-for-fin-ai-agent#h_9af95095cd">Audit and update</a> articles regularly to ensure relevancy and accuracy. </p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/56653-articles-report">Track article views</a> to identify where customers are seeking support and ensure these resources are prioritized for maintenance and/or improvement.</p></div></li></ul></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-subheading3 intercom-interblocks-align-left"><h3 id="h_dd7b6eddba">Create a feedback loop between your customers and self-serve support</h3></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Get quick feedback from customers on the quality of your content with article reactions and use conversation tags to capture and monitor feedback (e.g. which areas of the product or self-serve resources need attention). It’s also super helpful to ask teammates to submit Back-office tickets to suggest self-serve improvements when they notice them.</p></div><div class="intercom-interblocks-unordered-nested-list"><ul><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/56651-get-quick-article-feedback-with-reactions">Article reactions</a>.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/6604447-keep-track-of-support-requests-and-bugs-by-tagging-conversations">Conversation tags</a>.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/9121373-prepare-your-workspace-for-fin-ai-copilot#h_0e20a2c522">Back-office tickets</a>.</p></div></li></ul></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-subheading3 intercom-interblocks-align-left"><h3 id="h_a00ba1227b">Leverage AI for efficiency gains</h3></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>AI can also use this content to respond to customers and support teammates in the inbox, ultimately saving time while improving FRT and CSAT.</p></div><div class="intercom-interblocks-unordered-nested-list"><ul><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/9638929-get-the-best-from-ai-and-automation">Refer to this guide to leverage AI and automation</a>.</p></div></li></ul></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-callout" style="background-color:#e3e7fa80;border-color:#334bfa33"><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><b>🤓 Learn more:</b></p></div><div class="intercom-interblocks-unordered-nested-list"><ul><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/customers/retention-com" rel="nofollow noopener noreferrer" target="_blank">How Retention.com got their self-serve rate to 96.2%</a>.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/6989500-choose-the-right-conversation-attributes-for-your-business">Choosing the right conversation attributes for your business</a>.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a href="https://www.intercom.com/help/en/articles/7860255-support-content-best-practices-for-fin">Creating support content for humans and AI</a>.</p></div></li></ul></div></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><section class="mt-6"><hr class="bg-body-border"/><div class="t__h4 mb-4">💡<b class="ml-1 font-bold">Tip</b></div><p class="text-center"><b>Need more help?</b> Get support from our <a href="https://community.intercom.com/?utm_source=ii-help-center&utm_medium=internal">Community Forum</a><br/>Find answers and get help from Intercom Support and Community Experts</p><hr class="bg-body-border"/></section><section class="jsx-62724fba150252e0 related_articles mt-8"><div class="jsx-62724fba150252e0 mb-3 text-xl font-bold">Related Articles</div><section class="flex flex-col rounded-card border border-solid border-card-border bg-card-bg p-2 sm:p-3"><a class="duration-250 group/article flex flex-row justify-between gap-2 py-2 no-underline transition ease-linear 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","class":"no-margin"},{"type":"paragraph","text":"We’ve broken it up into the following sections:","class":"no-margin"},{"type":"orderedNestedList","text":"1. \u003ca href=\"#h_adeda392af\"\u003eDetermine your goal\u003c/a\u003e\n2. \u003ca href=\"#h_3b43e390a4\"\u003eIdentify key metrics to track and improve them\u003c/a\u003e\n3. \u003ca href=\"#h_8ce4e4a9b5\"\u003eBoost your CSAT score\u003c/a\u003e\n4. \u003ca href=\"#h_c9b331416a\"\u003eImprove your first response time and time to close\u003c/a\u003e\n5. \u003ca href=\"#h_d632de42c8\"\u003eCreate an effective self-serve motion\u003c/a\u003e","items":[{"content":[{"type":"paragraph","text":"\u003ca href=\"#h_adeda392af\"\u003eDetermine your goal\u003c/a\u003e","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003ca href=\"#h_3b43e390a4\"\u003eIdentify key metrics to track and improve them\u003c/a\u003e","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003ca href=\"#h_8ce4e4a9b5\"\u003eBoost your CSAT score\u003c/a\u003e","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003ca href=\"#h_c9b331416a\"\u003eImprove your first response time and time to close\u003c/a\u003e","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003ca href=\"#h_d632de42c8\"\u003eCreate an effective self-serve motion\u003c/a\u003e","class":"no-margin"}]}]},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"horizontalRule","text":"___________________________________________________________"},{"type":"heading","text":"Step 1: Determine your goal ","idAttribute":"h_adeda392af"},{"type":"image","url":"https://intercom.intercom-attachments-7.com/i/o/1121081518/3867d2fd81ce962badc9f9b4/AD_4nXeNigGHXnbQv984Ovuk74G3JCk9s7A0S34MjFJ5roKDzbmzuQdR9RakGBVqN96BMJpLlBT3H1mhepPg-Mtinv1aahAKmc3FKZhCLapidzAdaEohXZYGjOdilck2nohTcqcOwauTu8X__fToBanTnrI3_1E?expires=1732412700\u0026signature=ad1b4fdc59b28bee7c09a56aaa3dfe82fa80fff9361845937d050f5f3775c3fe\u0026req=dSElF8l2nIReUfMW1HO4zQIpxnJibVSt3DfwqGSXEi7nJgwGdjHzkNwodpWa%0ARPxrplmJi9i4hR6Gr0g%3D%0A"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"paragraph","text":"First, you must define what a \u003ca href=\"https://www.intercom.com/blog/good-cx-isnt-enough-anymore/\" rel=\"nofollow noopener noreferrer\" target=\"_blank\"\u003eremarkable experience\u003c/a\u003e looks like for your customers. This could include: faster resolutions; better customer satisfaction (CSAT); improved response times; effective self-serve support; or increased rate of automated resolution. A well-defined goal allows you to measure progress, allocate resources effectively, and achieve tangible improvements. It also helps align your team’s efforts, providing clarity on what success looks like and how each role contributes to this vision.","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"subheading3","text":"Create a vision","idAttribute":"h_638d16afa7"},{"type":"paragraph","text":"Think about how you want your customers to experience your product or service, and consider the ideal interactions and outcomes from the customer’s perspective. Then work backwards from this vision to identify specific areas for improvement:","class":"no-margin"},{"type":"unorderedNestedList","text":"- Are you meeting response times and managing your queues effectively? \n- How quickly are issues resolved? \n- Do you have good CSAT scores? \n- Are you offering self-serve support and is it performing well? \n- Is AI working effectively for you? ","items":[{"content":[{"type":"paragraph","text":"Are you meeting response times and managing your queues effectively? ","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"How quickly are issues resolved? ","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"Do you have good CSAT scores? ","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"Are you offering self-serve support and is it performing well? ","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"Is AI working effectively for you? ","class":"no-margin"}]}]},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"subheading3","text":"Identify key metrics","idAttribute":"h_b9a2f219e9"},{"type":"paragraph","text":"Consider which metrics will help measure your success, such as CSAT scores, response times, or rate of automated resolution.","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"subheading3","text":"Set up your Help Desk to align with your objectives","idAttribute":"h_1db4b745e7"},{"type":"paragraph","text":"Once you know which objectives you’d like to achieve, segment these into topics or categories and replicate that in your inbox. These topics help you identify and create the inboxes you need, set up conversation tags and attributes which will be used to track them, and assign inbound conversations/tickets using workload management (if you have a big team).","class":"no-margin"},{"type":"unorderedNestedList","text":"- \u003ca href=\"https://www.intercom.com/help/en/articles/197-organize-help-desk-by-teams\"\u003eCreate team inboxes\u003c/a\u003e.\n- \u003ca href=\"https://www.intercom.com/help/en/articles/6604447-keep-track-of-support-requests-and-bugs-by-tagging-conversations\"\u003eCreate conversation tags\u003c/a\u003e.\n- \u003ca href=\"https://www.intercom.com/help/en/articles/6546210-using-conversation-data-in-the-inbox\"\u003eSet up conversation attributes\u003c/a\u003e.\n- \u003ca href=\"https://www.intercom.com/help/en/articles/6560715-workload-management-explained\"\u003eUse workload management\u003c/a\u003e.","items":[{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/197-organize-help-desk-by-teams\"\u003eCreate team inboxes\u003c/a\u003e.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/6604447-keep-track-of-support-requests-and-bugs-by-tagging-conversations\"\u003eCreate conversation tags\u003c/a\u003e.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/6546210-using-conversation-data-in-the-inbox\"\u003eSet up conversation attributes\u003c/a\u003e.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/6560715-workload-management-explained\"\u003eUse workload management\u003c/a\u003e.","class":"no-margin"}]}]},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"subheading3","text":"Example:","idAttribute":"h_65a160d114"},{"type":"paragraph","text":"\u003cb\u003eObjective:\u003c/b\u003e Improve first response time and customer satisfaction","class":"no-margin"},{"type":"paragraph","text":"\u003cb\u003eTopics: \u003c/b\u003eSimple support queries, technical troubleshooting, urgent queries","class":"no-margin"},{"type":"paragraph","text":"\u003cb\u003eInboxes: \u003c/b\u003eBasic Support, Technical Support, Rapid Response","class":"no-margin"},{"type":"paragraph","text":"\u003cb\u003eConversation tags:\u003c/b\u003e Product Feedback, Bug Report, Pricing","class":"no-margin"},{"type":"paragraph","text":"\u003cb\u003eConversation attributes:\u003c/b\u003e Product Area, Urgency","class":"no-margin"},{"type":"paragraph","text":"\u003cb\u003eAssignment method:\u003c/b\u003e Balanced assignment to distribute workload evenly across teammates and ensure the most critical conversations are addressed first","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"callout","content":[{"type":"paragraph","text":"\u003cb\u003e🤓 Learn more:\u003c/b\u003e","class":"no-margin"},{"type":"unorderedNestedList","text":"- \u003ca href=\"https://www.intercom.com/blog/good-cx-isnt-enough-anymore/\" rel=\"nofollow noopener noreferrer\" target=\"_blank\"\u003eWhy ‘good’ CX isn’t good enough anymore\u003c/a\u003e.\n- \u003ca href=\"https://www.intercom.com/help/en/articles/7126365-how-and-when-to-use-conversation-topics-attributes-and-tags\"\u003eHow and when to use conversation topics, attributes, and tags\u003c/a\u003e.","items":[{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/blog/good-cx-isnt-enough-anymore/\" rel=\"nofollow noopener noreferrer\" target=\"_blank\"\u003eWhy ‘good’ CX isn’t good enough anymore\u003c/a\u003e.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/7126365-how-and-when-to-use-conversation-topics-attributes-and-tags\"\u003eHow and when to use conversation topics, attributes, and tags\u003c/a\u003e.","class":"no-margin"}]}]}],"style":{"backgroundColor":"#e3e7fa80","borderColor":"#334bfa33"}},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"horizontalRule","text":"___________________________________________________________"},{"type":"heading","text":"Step 2: Identify key metrics to track and improve them","idAttribute":"h_3b43e390a4"},{"type":"image","url":"https://intercom.intercom-attachments-7.com/i/o/1121081529/9e125352fcfdb64e76464a6e/AD_4nXfCsp7lbKfTvbBkIK70jI16kG8Kljh3gBqv_jtlj5hrjF401VXpcAZJKKNTxM5UUGPDaOPJA3RH7e7jz0nHKMccitOqPaPjrISa3sxGZ31s1LicdDw8dycb731G_99CtQZPz5tNZOoJz0c6YzocGvicnh0E?expires=1732412700\u0026signature=d201cc52ab712a19d69d31ce93217a95fbf9bbb73b62822fa70cba2ef6a2d7d7\u0026req=dSElF8l2nIRdUPMW1HO4za5JWiC4fFEXLZQIgIrvZXvYRCYbS8eOJnK8GzM0%0AWvVuSlNbRLxzoCQ0NFE%3D%0A"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"paragraph","text":"“Remarkable” is a moving target. Once you’ve defined what remarkable means for your specific customers, it’s important to measure their experience and track how you are (or aren’t) raising the bar to \u003ca href=\"https://www.intercom.com/blog/customer-service-metrics-ai\" rel=\"nofollow noopener noreferrer\" target=\"_blank\"\u003emeet changing expectations\u003c/a\u003e. Tracking the right metrics allows you to identify areas that need attention, measure the effectiveness of your strategies, and make data-driven decisions. Reporting on them helps you prioritize efforts based on the most critical issues and track progress over time.","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"subheading3","text":"Identify key metrics","idAttribute":"h_bcab2834ce"},{"type":"paragraph","text":"Determine the most relevant metrics for your customer service goals. As a start, you should focus on:","class":"no-margin"},{"type":"unorderedNestedList","text":"- \u003cb\u003eNPS\u003c/b\u003e (Net Promoter Score) for product feedback.\n- \u003cb\u003eCSAT\u003c/b\u003e (Customer Satisfaction Score) for customer satisfaction.\n- \u003cb\u003eFRT\u003c/b\u003e (First Response Time) for initial response to a customer.\n- \u003cb\u003eTTC\u003c/b\u003e (Time To Close) for the time it takes to resolve an issue.\n- \u003cb\u003eQuality metrics\u003c/b\u003e (e.g. communication style, understanding, investigation, following internal processes, etc.) to assess how well your agents are performing.\n- \u003cb\u003eBug rate\u003c/b\u003e to track the number of bugs on specific topics or during specific time periods.","items":[{"content":[{"type":"paragraph","text":"\u003cb\u003eNPS\u003c/b\u003e (Net Promoter Score) for product feedback.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003cb\u003eCSAT\u003c/b\u003e (Customer Satisfaction Score) for customer satisfaction.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003cb\u003eFRT\u003c/b\u003e (First Response Time) for initial response to a customer.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003cb\u003eTTC\u003c/b\u003e (Time To Close) for the time it takes to resolve an issue.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003cb\u003eQuality metrics\u003c/b\u003e (e.g. communication style, understanding, investigation, following internal processes, etc.) to assess how well your agents are performing.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003cb\u003eBug rate\u003c/b\u003e to track the number of bugs on specific topics or during specific time periods.","class":"no-margin"}]}]},{"type":"callout","content":[{"type":"paragraph","text":"You can use the \u003ca href=\"https://app.intercom.com/a/apps/_/reports/views/all-reports\" rel=\"nofollow noopener noreferrer\" target=\"_blank\"\u003epre-built reports\u003c/a\u003e or create your own \u003ca href=\"https://www.intercom.com/help/en/articles/4549035-create-a-custom-report\"\u003ecustom reports\u003c/a\u003e to compare and track the metrics you’re most interested in.","class":"no-margin"}],"style":{"backgroundColor":"#d7efdc80","borderColor":"#1bb15733"}},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"subheading3","text":"Make improvements","idAttribute":"h_ae5101f4e0"},{"type":"paragraph","text":"It all starts with your north star metric: use these metrics to decide which issues are most important and will have the biggest impact on your customer experience. ","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"paragraph","text":"Start small, scale quickly: approach improvements in phases. Start with a specific period or a small segment of your operations and assess the impact e.g. how NPS has improved since tracking product feedback and passing it to your product team. Then scale the successful strategies across your organization.","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"callout","content":[{"type":"paragraph","text":"\u003cb\u003e🤓 Learn more:\u003c/b\u003e","class":"no-margin"},{"type":"unorderedNestedList","text":"- \u003ca href=\"https://www.intercom.com/blog/customer-service-metrics-ai\" rel=\"nofollow noopener noreferrer\" target=\"_blank\"\u003eHow are customer service metrics changing in the age of AI?\u003c/a\u003e","items":[{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/blog/customer-service-metrics-ai\" rel=\"nofollow noopener noreferrer\" target=\"_blank\"\u003eHow are customer service metrics changing in the age of AI?\u003c/a\u003e","class":"no-margin"}]}]}],"style":{"backgroundColor":"#e3e7fa80","borderColor":"#334bfa33"}},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"horizontalRule","text":"___________________________________________________________"},{"type":"heading","text":"Step 3: Boost your CSAT score","idAttribute":"h_8ce4e4a9b5"},{"type":"image","url":"https://intercom.intercom-attachments-7.com/i/o/1121081540/f1b896be58ac82e5ec0ed973/AD_4nXeKGymYJcMsJxPnabmACFd1krOpEkdSa25mTTi79q5CT33RGycqUZHuop9oBAKXrHz2EAJd3e9Q6pq5rFff-k-sSsrVx7Z-oJZ-dGjyuuOuCP7198-3x55Vbcr-Cvo71xN3eSK8guaNrqdx_Oe9d7X-IWx2?expires=1732412700\u0026signature=4d1ba1808ba11778773453afb72c29c8b594911ebd15668cf88fec36ea1b2be2\u0026req=dSElF8l2nIRbWfMW1HO4zUIVbROYyewFLfmfx%2F2rHOYlZaslER8CYnJLYi57%0AeUFarKTtmhDdg8dbmDc%3D%0A"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"paragraph","text":"There’s one real test of customer satisfaction (CSAT), and that is asking your customers for their feedback. CSAT is a crucial metric that reflects how well your customer support meets customer expectations. It’s influenced by various factors like first response time, time to close, and the quality of interactions. \u003ca href=\"https://www.intercom.com/blog/customer-service-metrics-ai\" rel=\"nofollow noopener noreferrer\" target=\"_blank\"\u003eUnderstanding and improving\u003c/a\u003e your CSAT helps maintain high standards, leading to loyal and happy customers.","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"subheading3","text":"Understand CSAT","idAttribute":"h_75180a5069"},{"type":"paragraph","text":"CSAT score is an indicator of customer satisfaction with your service, and first response time, time to close, and quality of interactions will all impact your CSAT. It’s important to remember that CSAT surveys reach a segment of your customer base and may not provide a complete picture of overall customer satisfaction. Beyond just collecting scores, you should analyze the feedback for recurring themes and actionable insight, particularly for negative feedback.","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"subheading3","text":"Create a feedback loop to learn more","idAttribute":"h_9b3bbdc5f1"},{"type":"unorderedNestedList","text":"- \u003ca href=\"https://www.intercom.com/help/en/articles/6904514-teammate-changes-conversation-state\"\u003eCapture CSAT with workflows\u003c/a\u003e.\n- \u003ca href=\"https://www.intercom.com/help/en/articles/7846212-using-branches-in-workflows\"\u003eUse branches to follow up on negative CSAT responses and better understand the core of the problem\u003c/a\u003e.\n- Note: \u003ca href=\"https://www.intercom.com/help/en/articles/7836462-automation-basics\"\u003eyou can also send CSAT surveys without workflows\u003c/a\u003e.","items":[{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/6904514-teammate-changes-conversation-state\"\u003eCapture CSAT with workflows\u003c/a\u003e.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/7846212-using-branches-in-workflows\"\u003eUse branches to follow up on negative CSAT responses and better understand the core of the problem\u003c/a\u003e.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"Note: \u003ca href=\"https://www.intercom.com/help/en/articles/7836462-automation-basics\"\u003eyou can also send CSAT surveys without workflows\u003c/a\u003e.","class":"no-margin"}]}]},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"subheading3","text":"Check the quality of responses","idAttribute":"h_c595aa66a1"},{"type":"paragraph","text":"Regularly review the quality of responses to identify areas where support agents need training or improvement. If resources are limited, focus on a shortlist of agents (e.g. 0 to 6 months of tenure) or specific types of interactions to ensure quality without overextending your team.","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"callout","content":[{"type":"paragraph","text":"\u003cb\u003e🤓 Learn more:\u003c/b\u003e","class":"no-margin"},{"type":"unorderedNestedList","text":"- \u003ca href=\"https://www.intercom.com/blog/customer-service-metrics-ai\" rel=\"nofollow noopener noreferrer\" target=\"_blank\"\u003eGetting a close read on how efficiently and effectively customers are getting help\u003c/a\u003e.","items":[{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/blog/customer-service-metrics-ai\" rel=\"nofollow noopener noreferrer\" target=\"_blank\"\u003eGetting a close read on how efficiently and effectively customers are getting help\u003c/a\u003e.","class":"no-margin"}]}]}],"style":{"backgroundColor":"#e3e7fa80","borderColor":"#334bfa33"}},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"horizontalRule","text":"___________________________________________________________"},{"type":"heading","text":"Step 4: Improve your first response time and time to close","idAttribute":"h_c9b331416a"},{"type":"image","url":"https://intercom.intercom-attachments-7.com/i/o/1121081555/1e8616b100078996c1b71aa0/AD_4nXfdWM_l9GByTVAvJiYjqOHddbG67Z0kRbK12GYshGGEng460u1jWMojAgFHexKj_phNG6YUyt1IJUR3FtRXp6rzSJmF-q3cYOK3CKgddOG5JxSYpFCgzGV_MPJvpY-j2P8vxdrzPgYg9veZQkVjloq8nLue?expires=1732412700\u0026signature=a1ec3381c54df8f8e39a4ff1722ed2cc44e396ac31addcb7a64a44829c3545cc\u0026req=dSElF8l2nIRaXPMW1HO4zRiXf9ZHoDkpLbeapf%2FhvMdT%2Bk13AejAG0rwKD5b%0AMzCRhNzyCq7vGEft1%2BU%3D%0A"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"paragraph","text":"Something that CSAT surveys can highlight is that customers expect faster responses and resolutions. Faster first response time (FRT) boosts customer confidence, while a shorter time to close (TTC) ensures issues are resolved promptly, keeping customers unblocked and happy with your service. You can use Intercom reporting to see where your FRT or TTC could use a little work and make the right improvements with messenger, inbox, and proactive support tools.","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"subheading3","text":"Use reporting","idAttribute":"h_3262d4b70d"},{"type":"paragraph","text":"Use Intercom reporting to keep a close eye on two key metrics: FRT and TTC, and set realistic goals e.g. if you’re currently responding in 15 minutes, set a goal to respond within 10 minutes. These metrics help ensure customers get the answers they need when they need them. ","class":"no-margin"},{"type":"unorderedNestedList","text":"- \u003ca href=\"https://www.intercom.com/help/en/articles/3653556-responsiveness-report\"\u003eTrack these metrics in the Responsiveness report\u003c/a\u003e.","items":[{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/3653556-responsiveness-report\"\u003eTrack these metrics in the Responsiveness report\u003c/a\u003e.","class":"no-margin"}]}]},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"subheading3","text":"Set dynamic reply times to manage customer expectations","idAttribute":"h_4df78af47c"},{"type":"paragraph","text":"It’s a good idea to use dynamic reply time in the Messenger as this will adjust response time notifications to reflect real-time team capacity and set realistic expectations for your customers.","class":"no-margin"},{"type":"unorderedNestedList","text":"- \u003ca href=\"https://www.intercom.com/help/en/articles/732436-share-your-expected-response-time\"\u003eSet dynamic reply time in the Messenger.\u003c/a\u003e","items":[{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/732436-share-your-expected-response-time\"\u003eSet dynamic reply time in the Messenger.\u003c/a\u003e","class":"no-margin"}]}]},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"subheading3","text":"Optimize your team structure based on patterns","idAttribute":"h_5a99732a5c"},{"type":"paragraph","text":"By using multiple team inboxes and conversation tags you can streamline workflows and identify bottlenecks and demand drivers. You should also keep an eye on your peak inquiry times and adjust staffing accordingly to ensure adequate coverage during high-demand periods. For bigger teams we recommend using workload management to assign queries to the right team members based on their expertise which speeds up resolution and reduces frustration.","class":"no-margin"},{"type":"unorderedNestedList","text":"- \u003ca href=\"https://www.intercom.com/help/en/articles/197-organize-help-desk-by-teams\"\u003eTeam inboxes\u003c/a\u003e.\n- \u003ca href=\"https://www.intercom.com/help/en/articles/6604447-keep-track-of-support-requests-and-bugs-by-tagging-conversations\"\u003eConversation tags\u003c/a\u003e.\n- \u003ca href=\"https://www.intercom.com/help/en/articles/1131009-conversations-report#tackle-the-busy-periods\"\u003ePeak inquiry times\u003c/a\u003e.\n- \u003ca href=\"https://www.intercom.com/help/en/articles/6560715-workload-management-explained\"\u003eWorkload management\u003c/a\u003e.","items":[{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/197-organize-help-desk-by-teams\"\u003eTeam inboxes\u003c/a\u003e.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/6604447-keep-track-of-support-requests-and-bugs-by-tagging-conversations\"\u003eConversation tags\u003c/a\u003e.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/1131009-conversations-report#tackle-the-busy-periods\"\u003ePeak inquiry times\u003c/a\u003e.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/6560715-workload-management-explained\"\u003eWorkload management\u003c/a\u003e.","class":"no-margin"}]}]},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"subheading3","text":"Increase your team efficiency","idAttribute":"h_875d61b575"},{"type":"paragraph","text":"More efficient teammates means faster response times and you can save your team hours searching for answers and support with Fin AI Copilot, a personal AI assistant in the inbox. You can also create macros for your most common support queries and known issues. Teammates can use these templated replies to respond consistently to customers and automatically take follow-up actions like tagging or closing a conversation.","class":"no-margin"},{"type":"unorderedNestedList","text":"- \u003ca href=\"https://www.intercom.com/help/en/articles/9121374-fin-ai-copilot-explained\"\u003eLearn more about Fin AI Copilot\u003c/a\u003e.\n- \u003ca href=\"https://www.intercom.com/help/en/articles/6433193-creating-and-managing-macros\"\u003eCreate macros\u003c/a\u003e.","items":[{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/9121374-fin-ai-copilot-explained\"\u003eLearn more about Fin AI Copilot\u003c/a\u003e.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/6433193-creating-and-managing-macros\"\u003eCreate macros\u003c/a\u003e.","class":"no-margin"}]}]},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"subheading3","text":"Be proactive rather than reactive","idAttribute":"h_ea12561a89"},{"type":"paragraph","text":"Through outbound messaging you can get ahead of support volume and inform customers about upcoming maintenance or known issues, reducing the chance of unusual spikes. But only send critical updates to avoid overwhelming customers with unnecessary information.","class":"no-margin"},{"type":"unorderedNestedList","text":"- \u003ca href=\"https://www.intercom.com/help/en/articles/3292835-get-started-with-proactive-support\"\u003eGet started with Proactive Support\u003c/a\u003e.\n- Note: some outbound channels are only available with \u003ca href=\"https://www.intercom.com/help/en/articles/9061648-proactive-support-plus-add-on\"\u003eProactive Support Plus\u003c/a\u003e.","items":[{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/3292835-get-started-with-proactive-support\"\u003eGet started with Proactive Support\u003c/a\u003e.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"Note: some outbound channels are only available with \u003ca href=\"https://www.intercom.com/help/en/articles/9061648-proactive-support-plus-add-on\"\u003eProactive Support Plus\u003c/a\u003e.","class":"no-margin"}]}]},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"callout","content":[{"type":"paragraph","text":"\u003cb\u003e🤓 Learn more:\u003c/b\u003e","class":"no-margin"},{"type":"unorderedNestedList","text":"- \u003ca href=\"https://www.intercom.com/blog/videos/the-ticket-fin-ai-copilot-in-practice/\" rel=\"nofollow noopener noreferrer\" target=\"_blank\"\u003eThe Ticket: Moment of truth – Fin AI Copilot in practice\u003c/a\u003e.\n- \u003ca href=\"https://www.intercom.com/blog/what-is-proactive-support/\" rel=\"nofollow noopener noreferrer\" target=\"_blank\"\u003eWhat is proactive support?\u003c/a\u003e","items":[{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/blog/videos/the-ticket-fin-ai-copilot-in-practice/\" rel=\"nofollow noopener noreferrer\" target=\"_blank\"\u003eThe Ticket: Moment of truth – Fin AI Copilot in practice\u003c/a\u003e.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/blog/what-is-proactive-support/\" rel=\"nofollow noopener noreferrer\" target=\"_blank\"\u003eWhat is proactive support?\u003c/a\u003e","class":"no-margin"}]}]}],"style":{"backgroundColor":"#e3e7fa80","borderColor":"#334bfa33"}},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"horizontalRule","text":"___________________________________________________________"},{"type":"heading","text":"Step 5: Create an effective self-serve motion","idAttribute":"h_d632de42c8"},{"type":"image","url":"https://intercom.intercom-attachments-7.com/i/o/1121081561/5c96a78364915ef69cbbd5f2/AD_4nXeF1LZEDv2mdj4PNbj4-Gs1ZtWmPL1XTQnl3IGjGuKMlAWzv61DqZBNWyQi2i2ZjDUZ6l0NMX_fOEBvJhTLL-hHPuQ2OWAxuVF52Z5VM-fX5PNVJNiQYts2LZ-EBSftKwjlNUyighAcA2U_vu6VX2SDXxU?expires=1732412700\u0026signature=0cb6b67090b10c763190ed5fdcb54e2f2d0c810a214b08acb26f82f9c8533ba8\u0026req=dSElF8l2nIRZWPMW1HO4zc4VZUbMldQckZn5qHmdYuD2obWg8HQz3pGK4x4T%0ANLle9jyBv5MhOiqkQ4Q%3D%0A"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"paragraph","text":"Finally, to really level up your customer experience, you need to create an effective self-serve motion. By allowing your customers to \u003ca href=\"https://www.intercom.com/customers/retention-com\" rel=\"nofollow noopener noreferrer\" target=\"_blank\"\u003eself-serve\u003c/a\u003e you can significantly relieve the pressure on your support team, so they can deliver timely support to the customers who need their attention. Analyzing how customers interact with these resources can also surface ‘problem areas’ and prioritize impactful improvements. Start by adding public articles to educate your customers and build your help center.","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"subheading3","text":"Set up and optimize your help center","idAttribute":"h_bd039ca610"},{"type":"unorderedNestedList","text":"- \u003ca href=\"https://www.intercom.com/help/en/articles/9357931-create-and-manage-public-articles\"\u003eCreate new articles\u003c/a\u003e to support your latest features, products, and services.\n- \u003ca href=\"https://www.intercom.com/help/en/articles/56978-format-an-article\"\u003eFormat and structure\u003c/a\u003e content clearly using headers, tables, screenshots and videos to make instructions clearer and cater for multi-mode learners.\n- \u003ca href=\"https://www.intercom.com/help/en/articles/7234211-best-practices-for-organizing-your-collections\"\u003eOrganize collections\u003c/a\u003e logically to ensure articles are easy to find and follow a clear structure.\n- \u003ca href=\"https://www.intercom.com/help/en/articles/1970126-get-started-with-help-center#h_f6d2986b64\"\u003eSet your help center live\u003c/a\u003e and allow customers to start self-serving.\n- \u003ca href=\"https://www.intercom.com/help/en/articles/7269326-how-to-optimize-your-help-center-for-fin-ai-agent#h_9af95095cd\"\u003eAudit and update\u003c/a\u003e articles regularly to ensure relevancy and accuracy. \n- \u003ca href=\"https://www.intercom.com/help/en/articles/56653-articles-report\"\u003eTrack article views\u003c/a\u003e to identify where customers are seeking support and ensure these resources are prioritized for maintenance and/or improvement.","items":[{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/9357931-create-and-manage-public-articles\"\u003eCreate new articles\u003c/a\u003e to support your latest features, products, and services.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/56978-format-an-article\"\u003eFormat and structure\u003c/a\u003e content clearly using headers, tables, screenshots and videos to make instructions clearer and cater for multi-mode learners.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/7234211-best-practices-for-organizing-your-collections\"\u003eOrganize collections\u003c/a\u003e logically to ensure articles are easy to find and follow a clear structure.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/1970126-get-started-with-help-center#h_f6d2986b64\"\u003eSet your help center live\u003c/a\u003e and allow customers to start self-serving.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/7269326-how-to-optimize-your-help-center-for-fin-ai-agent#h_9af95095cd\"\u003eAudit and update\u003c/a\u003e articles regularly to ensure relevancy and accuracy. ","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/56653-articles-report\"\u003eTrack article views\u003c/a\u003e to identify where customers are seeking support and ensure these resources are prioritized for maintenance and/or improvement.","class":"no-margin"}]}]},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"subheading3","text":"Create a feedback loop between your customers and self-serve support","idAttribute":"h_dd7b6eddba"},{"type":"paragraph","text":"Get quick feedback from customers on the quality of your content with article reactions and use conversation tags to capture and monitor feedback (e.g. which areas of the product or self-serve resources need attention). It’s also super helpful to ask teammates to submit Back-office tickets to suggest self-serve improvements when they notice them.","class":"no-margin"},{"type":"unorderedNestedList","text":"- \u003ca href=\"https://www.intercom.com/help/en/articles/56651-get-quick-article-feedback-with-reactions\"\u003eArticle reactions\u003c/a\u003e.\n- \u003ca href=\"https://www.intercom.com/help/en/articles/6604447-keep-track-of-support-requests-and-bugs-by-tagging-conversations\"\u003eConversation tags\u003c/a\u003e.\n- \u003ca href=\"https://www.intercom.com/help/en/articles/9121373-prepare-your-workspace-for-fin-ai-copilot#h_0e20a2c522\"\u003eBack-office tickets\u003c/a\u003e.","items":[{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/56651-get-quick-article-feedback-with-reactions\"\u003eArticle reactions\u003c/a\u003e.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/6604447-keep-track-of-support-requests-and-bugs-by-tagging-conversations\"\u003eConversation tags\u003c/a\u003e.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/9121373-prepare-your-workspace-for-fin-ai-copilot#h_0e20a2c522\"\u003eBack-office tickets\u003c/a\u003e.","class":"no-margin"}]}]},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"subheading3","text":"Leverage AI for efficiency gains","idAttribute":"h_a00ba1227b"},{"type":"paragraph","text":"AI can also use this content to respond to customers and support teammates in the inbox, ultimately saving time while improving FRT and CSAT.","class":"no-margin"},{"type":"unorderedNestedList","text":"- \u003ca href=\"https://www.intercom.com/help/en/articles/9638929-get-the-best-from-ai-and-automation\"\u003eRefer to this guide to leverage AI and automation\u003c/a\u003e.","items":[{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/9638929-get-the-best-from-ai-and-automation\"\u003eRefer to this guide to leverage AI and automation\u003c/a\u003e.","class":"no-margin"}]}]},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"callout","content":[{"type":"paragraph","text":"\u003cb\u003e🤓 Learn more:\u003c/b\u003e","class":"no-margin"},{"type":"unorderedNestedList","text":"- \u003ca href=\"https://www.intercom.com/customers/retention-com\" rel=\"nofollow noopener noreferrer\" target=\"_blank\"\u003eHow Retention.com got their self-serve rate to 96.2%\u003c/a\u003e.\n- \u003ca href=\"https://www.intercom.com/help/en/articles/6989500-choose-the-right-conversation-attributes-for-your-business\"\u003eChoosing the right conversation attributes for your business\u003c/a\u003e.\n- \u003ca href=\"https://www.intercom.com/help/en/articles/7860255-support-content-best-practices-for-fin\"\u003eCreating support content for humans and AI\u003c/a\u003e.","items":[{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/customers/retention-com\" rel=\"nofollow noopener noreferrer\" target=\"_blank\"\u003eHow Retention.com got their self-serve rate to 96.2%\u003c/a\u003e.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/6989500-choose-the-right-conversation-attributes-for-your-business\"\u003eChoosing the right conversation attributes for your business\u003c/a\u003e.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003ca href=\"https://www.intercom.com/help/en/articles/7860255-support-content-best-practices-for-fin\"\u003eCreating support content for humans and AI\u003c/a\u003e.","class":"no-margin"}]}]}],"style":{"backgroundColor":"#e3e7fa80","borderColor":"#334bfa33"}},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"}],"collectionId":"9959325","description":"Learn how to identify and track key metrics, to improve your customer experience.","id":"9942517","lastUpdated":"Updated over 4 months ago","relatedArticles":[{"title":"Holistic overview report [beta]","url":"https://www.intercom.com/help/en/articles/3008200-holistic-overview-report-beta"},{"title":"Customize the Switch experience","url":"https://www.intercom.com/help/en/articles/6065361-customize-the-switch-experience"},{"title":"What's new in team reporting?","url":"https://www.intercom.com/help/en/articles/8480988-what-s-new-in-team-reporting"},{"title":"What's new in reports?","url":"https://www.intercom.com/help/en/articles/8986025-what-s-new-in-reports"},{"title":"Get the best from AI and Automation","url":"https://www.intercom.com/help/en/articles/9638929-get-the-best-from-ai-and-automation"}],"targetUserType":"everyone","title":"Improve your customer experience","showTableOfContents":true,"synced":false},"breadcrumbs":[{"url":"https://www.intercom.com/help/en/collections/1865264-getting-started","name":"Getting Started"},{"url":"https://www.intercom.com/help/en/collections/9959325-quick-start-guides","name":"Quick start guides"}],"selectedReaction":null,"showReactions":true,"themeCSSCustomProperties":{"--body-bg":"rgb(255, 255, 255)","--body-image":"none","--body-bg-rgb":"255, 255, 255","--body-border":"rgb(230, 230, 230)","--body-primary-color":"#1a1a1a","--body-secondary-color":"#737373","--body-reaction-bg":"rgb(242, 242, 242)","--body-reaction-text-color":"rgb(64, 64, 64)","--body-toc-active-border":"#737373","--body-toc-inactive-border":"#f2f2f2","--body-toc-inactive-color":"#737373","--body-toc-active-font-weight":400,"--body-table-border":"rgb(204, 204, 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