“It’s great when other teams are actively working in Intercom because we can mention them in a conversation and have them reply to us in there too,” she says. Outside of support, Gill points to the benefits of having their Product and Sales teams able to jump into conversations in the Inbox and collaborate to reach faster resolutions. I think it’s made their day so much easier knowing that they can jump into a meeting and not come back to see that there’s been an explosion in their queue.” Seamless collaboration “It was interesting because even though it was a busy week, they said it felt like a really quiet one. “We tested workload management for a week and when we asked the team how they were feeling, it was a unanimous yes to keep it,” says Gill. Keeping inbox queues at a manageable level has had a great impact on team morale. New hires have been able to ramp up faster – by not having the ability to cherry pick questions to answer, the team members are getting exposure to a broader range of topics. The automatic distribution of inbound queries has helped to reduce queue anxiety for agents. Gill explains that this has had a massive impact on the team, pointing to a few major benefits they’ve experienced since implementing it: When it comes to managing inbound conversation volume, the team has implemented Intercom's workload management feature, which automatically assigns inbound conversations to ensure that no agent has more than five conversations in their active queue. Our customers are really focused on trying to find the answer to their question first, or at least explore a solution before trying to reach out to our team.” Pointing to the trends they’re seeing in customer appetite for these self-serve support journeys, Brett says, “We have over 20,000 help center visits and 36,000 article views every month. Through self-serve support features in Intercom, Frame.io’s customers have been empowered to search for information and find answers to their own questions. Intercom has really helped us to bridge that gap – it almost acted as another rep at times,” she says. “We sometimes forget that there is such a big gap between the number of support reps we have on the team and the number of customers we’re supporting because our KPIs are consistently high. With such a large customer base, scaling personalized support to reach every customer can be a difficult feat, but with Intercom, they’ve been able to strike the right balance between being personal and efficient. Those eligible for Frame.io for Creative Cloud will now have access to real-time review and approval tools with commenting and frame-accurate annotations. I’m not an enterprise customer, what’s in it for me?įrame.io have a packed product roadmap over the next 12 months which will bring a host of new features to the core web app, but they are also working on some bold ideas that may take a bit longer to see.Gill Wiggins, a manager on the support team at Frame.io, points to bots and automation as key contributors to the team’s success in boosting efficiency across their support. Frame.io for Creative Cloud is a new way for Premiere Pro and After Effects users to enjoy the benefits of Frame.io’s collaboration features, without any additional cost. Our upcoming Enterprise product will bring enhanced security, permissioning, and identity access management features. Broadcasters, movie studios, agencies, and large media organizations of all stripes have been using Frame.io in environments with thousands of users. Significant improvement of the navigation with breadcrumbs and the ability to navigate through project content from the player page.Įasier way to add collaborators and team members to your projects.Complete overhaul of the account management pages and the introduction of all new roles and permissions for our Frame.io Enterprise product.įrame.io Enterprise is also around the corner. Introduction of a new labeling and approval system. New workflow improvements are coming for Final Cut Pro X and Avid Media composer. The share links will be highly configurable and include options like automatic expiration. For those international users their is also now language support for Brazilian Portuguese, Simplified Chinese, and Traditional Chinese.Īlong with the new iPhone application users can expect version 2.0 of Frame.io to be released very soon.Ĭomplete revamp of the sharing flow to make it easier to get feedback from external clients (no login required). You can now also comment, like/unlike, and mark material as “read”. In this newest release Frame.io have also added Airplay support to allow users to stream their content to Apple TV or any AirPlay enabled devices. All offline media can be accessed from a new centralized downloads tab. In version 1.2.1 Frame.io have now added offline viewing support, so if you’re going to be on a plane or in any situation where your internet connectivity may be lost, you can simply make the clip available offline. Popular video collaboration platform Frame.io have expanded the capabilities of their iPhone application.
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