At Ecolibero, our mission is to optimise platform efficiency by delivering tailored solutions. Recently, we assisted one of our clients—an investment platform—by deploying Intercom to streamline their Support operations and enhance investor relations. The platform was facing a surge in customer and investor enquiries, which led to increased response times and diminished service quality. Our intervention helped to automate and elevate the platform’s Support, while creating meaningful roles for their staff.
Challenges
The client’s challenges were manifold:
1. Overwhelming Enquiry Volume: A growing number of repetitive queries resulted in Support staff struggling to keep up. 2. Manual Processes: The team was stuck in a reactive cycle, manually responding to each query. 3. Overworked Staff: The pressure caused by this reactive workflow was pushing the staff to their limits, resulting in lower morale and productivity. 4. Lack of Structure: Support lacked the essential metrics for performance tracking, knowledge-sharing, and ongoing service improvements.
Actions Taken
Ecolibero’s approach combined both automation and employee engagement to address these challenges. We achieved this by:
1. Intercom Workflow & Macro Integration: We incorporated automation by leveraging Intercom’s workflows, macros, and articles within the LiveChat feature. This streamlined repetitive responses, enabling faster resolution of common enquiries. 2. Custom CRM and Reporting Development: To create a structured approach, we developed CRM and reporting functionality within Intercom, allowing the client to track key metrics and optimise Support interactions. 3. Employee Engagement: Drawing on Max Weber’s theory that meaningful work contributes to a sense of calling, we integrated employee input in building these workflows. This gave employees the space to reflect and contribute their strengths, rather than simply reacting to requests. 4. Knowledge Gaps & Content Creation: Ecolibero worked closely with the team to identify knowledge gaps and develop new content for investors and customers. This included building articles that addressed common queries and establishing Key Performance Indicators (KPIs) for ongoing improvement. 5. Automation with a Human Touch: Unlike typical automation, our solution was designed to free employees from repetitive tasks, allowing them to focus on more strategic responsibilities, such as onboarding new investors. This approach aligns with the economic theory of the Production Possibility Frontier (PPF), optimising the use of resources to maximise output.
Key Results
1. Improved Response Times: Automation reduced the time spent on routine queries, ensuring quicker resolution for investors. 2. Enhanced Staff Satisfaction: With mundane tasks automated, staff could engage in more meaningful work, resulting in higher satisfaction and a sense of fulfilment. 3. Better Onboarding Experience: The Support team now had more capacity to focus on high-value tasks like investor onboarding, contributing to a smoother experience for new investors. 4. Clear KPIs: The development of reporting and CRM functionalities allowed for the clear tracking of performance, enabling the client to continuously improve Support services. 5. Sustainable Growth: With automated support systems in place and content resources readily available, the platform was well-positioned for future growth and development.
At Ecolibero, we believe that combining automation with human-centric workflows not only enhances platform efficiency but also enriches the roles of employees. By embedding staff insights into the process, we create a symbiotic solution that benefits both the platform and its people.
This revised article focuses on the actionable steps Ecolibero took to enhance the platform’s Support operations using Intercom, while also highlighting the integration of economic and sociological theories to enrich the narrative.