Stage 2. Training and Familiarization

This document outlines the training process for our Customer Support team when onboarding new clients and how to familiarize them with their content.

Training the customer support team to understand the client's tone and app: Ensure that our customer support team is equipped with the latest information regarding our clients' offerings to provide superior service and enhance our knowledgeability. This can be achieved through continuous training programs that aim to keep the team abreast with the ever-evolving industry trends and practices. By doing so, we can ensure that our customer support services are of the highest caliber, and our customers are provided with accurate and timely solutions to their queries and concerns.

Familiarize the team with the client's products or services, as well as their brand voice and tone. This can be done by gaining access to the app or website and getting a walkthrough by Cecilia. Additional documentation may follow.
Train the team on using Intercom effectively, including how to navigate the interface, respond to messages, escalate issues, and utilize automation features.
Set up predefined responses, macros, tags, and workflows within Intercom to streamline your customer service operations.