Solutions to the problem of long customer service response times
Intercom offers a variety of tools and methods to significantly reduce customer service response times:
- Deployment of Fin AI AgentSetting up 7×24 hours automatic response, which can solve 80% common problems (such as order inquiries) and reduce the amount of manual work orders
- Utilizing the live chat feature: 5-10 times faster response time compared to email, team inbox ensures no message is missed
- Configuring automated workflows:: Setting up auto-response templates for high-frequency questions such as "price inquiry" (Macros)
- Using Copilot to assist manual: AI suggests answers in real time when customer service enters questions, shortening processing time 50%
Implementation Steps:
- Upload product documentation and FAQ on Fin settings page
- Create 5-10 pre-set response templates for repetitive questions
- Setting up processes in Workflows such as "New customer inquiries→Automatic delivery of welcome guides".
Optimization Recommendations:Regularly review average response time data in Reports to target and optimize automation rules.
This answer comes from the articleIntercom: a platform for humanized customer service with AIThe
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