Lisk Integrates Intercom for Improved Customer Support
Here at Lisk, we believe community is everything. From the early days of Lisk, founders Oliver Beddows and Max Kordek established the project with the community in mind, and instilled customer-centric principles that guide the team to this day. To further improve the quality of user experience, the Lisk team set out to find the best possible method for customer support. After long and careful consideration, we’ve decided to go with Intercom — a modern platform that allows for instant messaging between users and customer support representatives.
The main factors that we took into account when comparing our various options were improved response time and increased transparency. Intercom allows us to simplify the customer support process on both ends: for users seeking assistance and customer support representatives answering questions.
As the largest software companies in the world continue to heavily invest in self-service solutions, the Lisk team decided it was time to follow suit. The initial stage of the process was to create the Help Center. The Help Center contains comprehensive answers to often-asked questions regarding the company, products and general troubleshooting. The Help Center’s search bar allows users to more quickly locate their topic of interest, but also allows for customer support representatives to better suit customer needs, as they are able to see all query searches that have been made. Because of this, customer service representatives will know which articles to add to the Help Center in case they have not yet been addressed.
One of the main features of Intercom that is invaluable is the live Chat Box. If you cannot locate the answer you need after using the search bar, all you’ll need to do is click on an icon — the sad smiley face — and a chat box will automatically appear, prompting a conversation with one of the available customer support representatives. If no one is available at the time, we will receive your message in our dashboard and a response will be sent to your email address. If you want to contact the support team right away, you can click on the chat icon in the lower right hand corner of the page to immediately alert us about the issue. You can even see how long you could expect to wait before you hear from us; this is calculated daily based on our response time in the last seven days. We always strive to answer questions within one hour.
The team tested Intercom for several weeks before our relaunch last week. The new Help Center went into effect at the same time as the new Lisk website. We’re currently amidst forming a customer support team dedicated to answering all questions — technical and operational. If you’re interested in joining the customer support team, please send your resume and motivation letter to careers@lisk.io.
Following the Lisk Relaunch Event last week, we have seen an increase in fake Lisk accounts running fraudulent competitions. If you are unsure whether a competition or message is valid, please contact our Customer Support team or one of the trusted moderators listed below over our official Telegram, Discord and Reddit channels.
Telegram Moderators:
Gargamyle and the HappyMod Team — HMod_Seb , HMod_Flo, HMod_Norman, HMod_Marc, HMod_Marco , HMod_Sam
Lisk.Chat Moderators:
punkrock, StellarDynamic, 5an1ty, cc001, redsn0w, alepop and liskpro.com
Discord Moderators:
punkrock, 5an1ty
Reddit Moderators:
TonyT908
We would like to say thank you to our moderators for all the amazing work they do for the Lisk community every single day. And finally, thank you to our community. Never hesitate to reach out to us if you’re ever in need of assistance.
-Kuba and the Lisk Team
