Utilizing Intercom

INTERCOM

Intercom is our live chat system.

Customers can ask questions and get help from us directly from the website.

Intercom is open from 8:30AM-9PM

HOWEVER, we answer chats and emails as we see them.

We do not like to make live customers wait, and being available to our customers is something that we pride ourselves on. Just because it’s 8AM-9PM does not mean it is ignored during the nighttime hours. Josh and I constantly check intercom. If we happen to get up in the middle of the night and notice that there is something in there, we answer it, or if it’s not needed we delete it. When waking up or getting ready, we try to clean intercom up or answer. It is easier if we all take a look at it in the morning and get it cleared up while getting ready, rather than dealing with it while driving. We are on different schedules- so that helps with employees at home being able to deal with chats, while others are driving to and from work.

Chats are to be answered immediately! THIS IS IMPORTANT. FAILURE TO DO SO MAY RESULT IN DISCIPLINARY ACTION UP TO TERMINATION FROM MCAFEE INSTITUTE.

Many of the questions that come into chat can be easily answered by looking at the information on the website. If not, Josh or I are usually watching and will help walk you along the process. We can talk to each other in the chat through notes. ALWAYS REMEMBER YELLOW for coworkers, BLUE for Customers. If you are in YELLOW the Customer cannot see what is being shared between employees. IF YOU TYPE IN BLUE, they WILL SEE IT. ALSO- Josh will help you with how to answer questions but DO NOT just copy and paste his response. HE has MANY TYPOS!!!!! You will need to correct before you send it to the customer. ALWAYS proofread what you are sending. Try to keep typos and grammatical errors to a minimum.

When using Intercom always make sure that have the ALL tab open. If not, you might not be seeing all the chats.

When a customer is in chat, if they are not logged in, the system will generate them a fake name such as rose glass from Albany. Their name is not rose!!!

When you get a notification that there is a chat, you should always say hello. You can follow up with “how can I help you?” This lets them know that you are available. After they tell you what they need or ask the question, we usually ask “whom am I speaking with?” This lets us know their name and we can look up their account and be ready for any further questions they may have.