myphoner

Customer support

1. Get access to our systems

If you are doing customer support, the very first thing you need to do is get access. Make sure you are invited to the following systems:

• Intercom (where customer support tickets are handled
• Slack (internal chat room where we help each other)
• myphoner demo account (a myphoner account with test data where you can play around to understand how stuff works)

Please also make sure you update your profile and include a profile picture in each of these accounts.

2. Understand the product

Next step is to become familiar with myphoner itself.

1. Start by browsing the website:
   • View the video(s)
   • Read about the features
   • Understand what it is we do and how it helps our customers
   • Ask in Slack if you have questions
2. Log in to the demo account and take a look around - don’t be afraid to change anything! You need to understand how it works.
3. Read the existing documentation:
   • Getting Started Guide
   • FAQ
   • Cold Calling Resources
   • Detailed Documentation

3. Learn how to use our support system

1. Familiarize yourself with Intercom
   • Read the getting started guide for intercom
   • Log in to Intercom and click around.
   • Pay special attention to the saved replies - use them, but always read through and personalize before sending if possible:
2. Learn the best practice guide to customer support
   • Important We follow and adhere to the best practices as outlined by Intercom.
   • Please read this guide carefully and follow those practices.
   • Oh, and never be afraid to ask for elaboration if you don’t understand the customer.

4. Learn how to take screenshots and small videos using cloudapp

We use cloudapp for taking screenshots and small video clips for customers. Ak in slack for the login credentials.

5. The daily routine

Now that you’ve become familiar with the product and the tools we use to support customers, you can start incorporating a few things in your daily routine.

• Please always notify in slack when you check in on duty and when you leave.
• If you notice the same question being asked several times, add it to the canned responses or get Jeppe to create a canned response for it.
• If you find yourself using the same canned response again and again, create a FAQ entry on the subject or ask Jeppe to do so.
• Please always ask in slack if you find something unclear of think that stuff is missing.