Supportman
@supportmanHQ
Intercom Metrics & Ratings in Slack for Support Teams
قد يعجبك
Your CSAT form is only useful if you act on it. Supportman pushes Intercom ratings into Slack, flags the bad ones, and adds AI-generated feedback. No more “I’ll get to it next week.” 🚀 supportman.io
Tone is a feature. Standardize welcome messages: warm, concise, “we’ve got you.” Kill the extremes (over-casual or robotic). Track CSAT deltas after the change—you’ll see it. #VoiceAndTone #Writing #CustomerExperience
Nothing like rolling the dice and calling it ‘quality assurance.’ 🎲 Spoiler: random ≠ representative. Real QA is about patterns, not chance. #SupportOps
Try this for a week: review negative CSAT, add screenshots to every answer, log product gaps. Report your CSAT delta. #Experimentation
A isn’t just about random. It has to be representative. 👀 Stacy Justino (PetDesk) shares how her team balances recency, ticket type & fairness in reviews. #CustomerSupport #SupportQA
Six moves to kickstart QA this week: 1) Review negative CSAT first 2) Do 10 deep reviews, not 100 shallow 3) Peer-to-peer feedback 4) Screenshot everything 5) Jira escalations by feature 6) Slack nudges after day 3 of staleness Report back with one team-wide standard. #QuickWins
Customer feedback ≠ “throw it in a spreadsheet” Feedback workflow basics: 1️⃣ Acknowledge it 2️⃣ Tag it properly 3️⃣ Route it to product 4️⃣ Follow up Closed-loop feedback isn’t magic. It’s a workflow.
Sometimes customers just want a real person.🗣️ That’s why every AI chat gets QA — to check answers and guide people where they need to go. When someone types “human please,” they mean it. AI’s useful, but it still needs a human guardrail. #AI #CX
Support teams lose knowledge when it isn’t shared. Chloé’s team solved it by creating a dedicated channel where every new insight from support sessions gets posted for everyone to see. Simple, but powerful. #CustomerSupport #KnowledgeManagement #SupportQA
What’s one thing you should never skip in support? QA. Even a simple process like spreadsheets, peer notes, or basic reviews can save time, money, and headaches as your team grows. Start early. #CustomerSupport #SupportQA
Customer support is a real skill, and not everyone wants to be customer-facing. That’s okay. Let engineers solve the problems and let support handle the conversations. #CustomerSupport #CXSkills #SupportQA
Not every specialist wants to give feedback, and that’s okay. Some lean into peer reviews, others prefer guidance from leads. The key is giving agents a choice while making sure negative CSAT always gets addressed. #CustomerSupport #SupportQA #CXLeadership
Filing feedback isn’t enough. Customers want proof it was heard. That only happens when support + product are real partners, not just passing tickets. #CustomerSupport #ProductManagement #CXLeadership
AI drafts. Humans ensure empathy. QA your bot conversations and teach from the results. #AIinSupport
Great QA isn’t about pointing fingers, it’s about sitting down together and making feedback actionable. When coaching feels constructive, your team actually grows from it. #CustomerSupport #TeamCoaching
Ever get a 3-star rating and wonder what really went wrong? Sometimes the fix isn’t about your agents at all, it’s about the platform. Here’s how a quick QA follow-up turned one “meh” rating into real insight. #Support #CustomerSupport #CXLeadership
Prevent > apologize. A small QA team, with just a few chats a week, led to higher CSAT and real product fixes. It started with negative CSAT, went deeper on fewer reviews, and added screenshots to close the loop. #custserv #SupportOps
Elyse Mankin changed how I think about recognition. She starts every 1:1 with: “How do you like to be praised?” It’s a small question with a big impact. Some want a Slack shoutout. Others just want a quiet thank you. You won’t know unless you ask.
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