The Customer Support Tools Template by Waybook is designed to help your team familiarize themselves with your support tech stack, ensuring they have everything they need to provide top-notch service.
This document should focus on your support tech stack and provide your team with the necessary information to get set up for a productive support shift.
Feel free to customise the example below to ensure this reflects your company's chosen platforms and processes.
Making sure you have everything prepared is the best way to start a successful, stress-free support shift and there are some essential tools you'll need to ensure everything runs smoothly.
We'll take a look at the tools we use and point out the key features you'll need shortly, but here are the initial steps to set you up for success ✨
Open Slack and check-in with unread messages in [key channels]
Login to Intercom and open Mixpanel, Stripe and Trello
Open inbox on Intercom and begin working through all tickets, ignoring any that have been assigned directly to another team member - unless instructed otherwise
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