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Zapier > 实例探究 > Intercom 自动化支持请求流程,每周节省四个小时
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Intercom Streamlines Product Documentation Process with Automation

适用行业
  • 教育
  • 设备与机械
用例
  • 租赁金融自动化
  • 物料搬运自动化
挑战
优秀的客户支持团队拥有强大且维护良好的知识库的支持。有时,产品文档的维护工作由支持团队本身负责。在最好的情况下,知识库有一个团队致力于编写新文档和更新旧文档。
关于客户
Intercom 是一个客户消息传递平台,提供从实时聊天到帮助中心的一切服务。 Zara Burke 在产品教育团队中管理 Intercom 的产品文档。协作是他们工作的关键;支持团队帮助他们识别需要更新的文章。
解决方案
Intercom 是一个客户消息传递平台,使用 Zapier 自动化了他们的支持请求流程。他们使用 Typeform 创建了一个表单,供客户提交产品文档的更新。当通过 Typeform 提出支持请求时,Zapier 会自动在 Trello 中创建一个包含所有相关信息的新任务。这种自动化简化了流程并为产品教育团队节省了时间。
运营影响
  • The automation of the product documentation process has significantly improved Intercom's operational efficiency. The Product Education team now gets automatically notified when a new update is added to their Trello board, with all the necessary information readily available. This has eliminated the need for manual copying and pasting of form responses, saving the team valuable time. The automation has also allowed the team to ask for more detail when an update is submitted, leading to improvements in the quality of help articles. Furthermore, the use of Shared Folders in Zapier for Teams has enhanced collaboration across different teams within the company.

数量效益
  • Saved four hours every week by automating the process of updating product documentation

  • Reduced the time taken to process update requests

  • Enabled the team to ask for more detail when someone submits an update, improving the quality of help articles

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