64% Faster Resolutions for NotaryPublic24 With Omnichannel Support

Challenges

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  Founder-run support

  The founder answered every customer himself, providing all the information while also trying to build trust in a service many people hadn't used before. As the campaign brought in more customers, fast and detailed replies got harder to give.

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  Questions before ordering

  Notary services raise questions, and lots of customers wanted clarification before placing an order online. Every unanswered question stood between a visitor and a completed order.

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  No scalable workflow

  The company had no internal resources for support. It needed people to take care of customers, orders, and calls, plus a workflow that could take on new agents without rebuilding everything each time.

Solution

SupportYourApp set up Intercom as a single omnichannel workspace, then built a support team that grew from one consultant to three.

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  Intercom omnichannel workspace

  SupportYourApp configured Intercom to connect chats, email, WhatsApp, and calls in a single workspace. The team handles every request from one place and keeps a unified view of each ongoing conversation.

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  Routing and escalation flows

  Simple routing and escalation flows send each request to the right specialist quickly, so customer questions get resolved without delays.

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  Documented onboarding plan

  The project started with one consultant. Her entire training process was documented and turned into a structured onboarding plan for every future hire.

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  Peer mentoring for new hires

  With the onboarding plan in place, the team grew to three consultants. The first consultant mentored the newcomers, so new hires learned the client's processes from someone already doing the job.

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  In-team order processing

  The second consultant took the initiative to master order processing, the most complex part of the role, which includes verifying that submitted documents are eligible for notarization. Additional client-led training will extend this to the rest of the team.