|    |  Scaling customer service

Scaling customer service.

The founders of YourGrocer were about to hire their first customer service team member but didn’t know how to bring that person up to speed with everything they’d need to know. Intercom chat was the only channel in place for customer conversations.

After acting on advice to switch on knowledge base functionality, the YourGrocer founders began a process to capture questions and answers while training their new team member.

They have continued working this way, adding several more full-time and casual service staff, with a much shorter training time than they would’ve had otherwise.

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