![]() We did have a few gripes, however: We didn’t like that you couldn’t see comments from each video when looking at versions side by side. We liked the product, and at the time, there were very few competitors in the video review and collaboration space. Our first review of Frame.io was in March of 2016. It also maintains the original media which you can download, allowing Frame.io to also function as cloud storage. Frame.io transcodes media into various resolutions allowing for quick scrub, playback and commenting. “It’s great when other teams are actively working in Intercom because we can mention them in a conversation and have them reply to us in there too,” she is a media review, storage and collaboration platform that will import just about every video format out there. Outside of support, Gill points to the benefits of having their Product and Sales teams able to jump into conversations in the Inbox and collaborate to reach faster resolutions. I think it’s made their day so much easier knowing that they can jump into a meeting and not come back to see that there’s been an explosion in their queue.” Seamless collaboration “It was interesting because even though it was a busy week, they said it felt like a really quiet one. “We tested workload management for a week and when we asked the team how they were feeling, it was a unanimous yes to keep it,” says Gill. Keeping inbox queues at a manageable level has had a great impact on team morale. New hires have been able to ramp up faster – by not having the ability to cherry pick questions to answer, the team members are getting exposure to a broader range of topics. The automatic distribution of inbound queries has helped to reduce queue anxiety for agents. Gill explains that this has had a massive impact on the team, pointing to a few major benefits they’ve experienced since implementing it: When it comes to managing inbound conversation volume, the team has implemented Intercom's workload management feature, which automatically assigns inbound conversations to ensure that no agent has more than five conversations in their active queue. ![]() ![]() Our customers are really focused on trying to find the answer to their question first, or at least explore a solution before trying to reach out to our team.” Pointing to the trends they’re seeing in customer appetite for these self-serve support journeys, Brett says, “We have over 20,000 help center visits and 36,000 article views every month. Through self-serve support features in Intercom, Frame.io’s customers have been empowered to search for information and find answers to their own questions. ![]() Intercom has really helped us to bridge that gap – it almost acted as another rep at times,” she says. “We sometimes forget that there is such a big gap between the number of support reps we have on the team and the number of customers we’re supporting because our KPIs are consistently high. With such a large customer base, scaling personalized support to reach every customer can be a difficult feat, but with Intercom, they’ve been able to strike the right balance between being personal and efficient. ![]() Gill Wiggins, a manager on the support team at Frame.io, points to bots and automation as key contributors to the team’s success in boosting efficiency across their support. ![]()
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