We interviewed some customers who are considered power users of Intercom's Workflows features. Here are some tips and advice they shared with us, to help other Intercom customers get the most from Workflows.
Getting started
Let's begin with some considerations when getting started using Workflows:
Always set out with an intent and goals. Don’t try to build something for the sake of just using a tool.
Start early, small, and simple, by defining a problem to be solved.
Work with your team to identify the most common questions or annoying tasks.
Stay close to your stakeholders to design your workflow system.
Don’t expect your first attempts at making workflows to be perfect.
Prioritize the experience you want your customers to have.
Maintaining and improving the system
Once your workflow is live and firing, it's important to maintain it, and optimize as needed:
Work closely with your support reps or teammates who use the workflow to ensure it continues to drive efficiency.
Think about a structure for naming conventions to help you keep track of what has been built or modified, and when.
Follow Intercom product updates and industry events to understand how the Workflows product is evolving to keep abreast of any key changes.
Look at your competitors or other companies you admire to see how they deal with customer interactions for inspiration.
Use CSAT, resolution rate and time to respond to measure the effectiveness of your workflows for your customers and business, and identify how you can improve them.
Make use of reusable workflows to make building new workflows more efficient.
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