Volie 15: Intercom Launch

And let's get started. Welcome everyone to another session of the volley 15. We have a quick little session here for you, but Sadie's going to come on and share some details about our, about a new tool that we're going to be implementing to help with support here at Volley. And I want you all to know here from the onset that this is in no way going to, you know, you're still going to have your CS coach to help you and you know, with, be a resource for you. But one of the things that we're hoping to achieve here is to give you all even more avenues for support and even more resources. You know, maybe your rep, maybe your coaches is on four hours of calls and you desperately need an easy question answered. So exciting new tools and support options that are being released here. And Sadie, I think we're excited to see what you got.

Yeah, thanks Jake. So I'll be a little boring at the start, just talking a bit before I go ahead and share my screen. But yeah, like Jacob said, we're onboarding a new ticketing software platform for those who are not familiar with Intercom. They're an AI powered support system. So we will be adding an AI assistant, Finn, which we're currently working on training right now. So just like Jake said, please be assured you still have the same support you have. You're still being able to submit a ticket directly to our team. But you know, implementing fin, we were, you know, we're hoping that this can help get you guys quicker answers and so forth. So let me share my screen to start. So this will be a soft launch and we don't have an ETA at the moment. So again we're just working on training them, you know, building our kind of help documentation which we know a lot of you have requested. Short term, this will behave like our normal tickets today, meaning admin can submit tickets long term. We do intend on implementing FIN in our communication center. That way if your agents have any, you know, training or communication center type questions he can assist them with as well. So today just giving a sneak peek, I'm in just our eternal account. And again it's still in the testing phase, but in the bottom right we have this chat box here, this is where FIN will be. So I've been, you know, working within here. So anytime that you have a, an inquiry, something that you were going to put a ticket question, you know, maybe enhancement request here, you'll hit the ask question, you know, Finn will start chatting, you have a couple answers here which will kind of determine Next steps as far as you know, is your CS rep looped in or maybe the sport team but you can also just go ahead and ask question. So I'm going to ask two questions today just to kind of show you how this works. So open my chat with Finn told him that I have a question. Let's say my question is, you know, my user didn't receive. I guess maybe it's not really a question but user did not receive an invitation to get logged in.

Here.

Finn's prompting me, you know, double check, didn't go to spam. Here's the from address. Also maybe if I need to whitelist any domains from an IT perspective or resend maybe the invitation at all if I were to be good, I can go ahead and say yes for this purpose here. I am just going to say no just to let you know that just to show you if my question wasn't answered, it's still going to route this question to our team. So great submitted a ticket. It's recapped the recap the, you know, the chat and so forth. So tracking my ticket. Here's one example just to do one more. Maybe I'm in have a new manager I'm training or I just need to know how to listen to calls. So how do I listen to a call? Again, with this help center and extra documentation that we're building up, you know, kind of that knowledge base, Fin can give you kind of next steps on a few different places perhaps that I could listen to calls. So yeah, I guess Jacob, anything to close out before I stop sharing my screen?

No, no, I'm excited to give you all another avenue of support. Like we said, this is it. This is in no way you're still going to have your CS coach. We're not, you know, we're not moving to a, a model where we, we don't have people to support you. You know, what we're trying to do is, is give you all a resource to get some extra support when you need a quicker answer. And, and like Sadie said, we're going to be rolling this out soon, get some, get some feedback. We're unsure of the exact implementation. You know, largely this should just be a manager tool for you all here. But with that said, we will, you know, share more soon when we have it. So with that said, let's take some questions as they come in and we do have one. When is this going live? Will customers see this today? This is not going live. Well, when is. So they will not see it today. This is coming soon. Like Sadie said, we are still training it to, to learn everything that it needs to know to be able to help you. And like she said, we are going to be doing a, doing some, some beta testing and we're not quite sure what that looks like yet, but more, more details will be shared soon. And, and so I don't have an exact eta, but we'll share more details soon. Any other questions coming in? Quick little update today, but this is, you know, a lot of you have been reaching out and asking questions about, you know, looking for some, some good support options and we hope that this will help you all out. So with all that said, Suppose it's been 90 seconds since we've opened it up for questions and none have come in. Sadie, anything else to close us out?

No. Hope you guys all have a great day.

Okay, thank you all very, very much and we hope you have a fantastic day. Feel free to reach out to us, me or Sadie, or your CS rep if you have any questions on this or anything else we have coming out. So thank you all and we hope you have a fantastic day.