Supportman

Intercom Metrics & Ratings in Slack for Support Teams

[Supportman @supportmanHQ]

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.” 🚀 https://t.co/sgbcHf6gwT

[Supportman @supportmanHQ]

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

[Supportman @supportmanHQ]

Nothing like rolling the dice and calling it ‘quality assurance.’ 🎲 Spoiler: random ≠ representative. Real QA is about patterns, not chance. #SupportOps

[Supportman @supportmanHQ]

Try this for a week: review negative CSAT, add screenshots to every answer, log product gaps. Report your CSAT delta. #Experimentation

[Supportman @supportmanHQ]

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

[Supportman @supportmanHQ]

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

[Supportman @supportmanHQ]

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.

[Supportman @supportmanHQ]

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

[Supportman @supportmanHQ]

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

[Supportman @supportmanHQ]

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

[Supportman @supportmanHQ]

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

[Supportman @supportmanHQ]

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

[Supportman @supportmanHQ]

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

[Supportman @supportmanHQ]

AI drafts. Humans ensure empathy. QA your bot conversations and teach from the results. #AIinSupport

[Supportman @supportmanHQ]

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

[Supportman @supportmanHQ]

Peer reviews land softer and stick longer. Try a weekly QA buddy hour. #SupportLeaders

[Supportman @supportmanHQ]

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

[Supportman @supportmanHQ]

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

[Supportman @supportmanHQ]

💡 Want more support leadership tips like this? Watch the full episode of Live Chat with Jen Weaver → https://t.co/NQg6H65nAX

[Supportman @supportmanHQ]

‘Cancel’ isn’t always negative.

Context matters. Train your sentiment models accordingly. #DataInSupport

[Supportman @supportmanHQ]

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.