Audience
Internal
Displayed Description
Page Type
Article
How it works
The Sales and Support teams both use different platforms to interact with customers. SDRs use Qualified and TSEs use Intercom.
If Support receives a ticket that needs to be transferred to Sales:
- TSE adds sales@gem.com to the Intercom conversation.
- TSE warm-intros the Sales team and replies to the ticket.
- SDR sees request in the sales@gem.com inbox.
- SDR creates a new email thread with the customer. (Prevents re-opening of closed support tickets when either customer or SDR replies.)
If Sales receives an email that needs to be transferred to Support:
- SDR either forwards or CC’s support@gem.com into the email thread, depending on potential level of continued involvement on the Sales end.
Support > Sales Transfer Eligibility Determination
“Customer” - Although the technical definition of a customer is someone who is in contract with us, for the purposes of Support-to-Sales transfers, we will define “customer” as anyone that has a Gem account. (They are either on a free trial or are in contract with us.) Everyone else can be considered a lead.
Support will transfer tickets to the Sales team if the person chatting in…
- Is a lead that has pricing/plan questions
- Is a customer and has the following questions:
- Seats/licenses
- Billing questions
- How much a feature costs or how to get it
- Requests for a demo from a lead
- Is a customer and wishes to upgrade or expand
What happens to tickets after they are assigned to Sales?
- Paid customer > AE/CSM looped
- SDR loops in existing CSM/AE on the account via email.
- SDR Slacks AE or CSM the account and context of the upsell
- Creates new email thread looping in AE or CSM
- Lead > SDR handles
- SDR sequences lead via outreach and qualifies the prospect via email.
- Add Prospect to Salesforce including email, company name, employee count, ATS, website, and phone number through intercom SFDC sync.
- Books meeting with AE that is in the correct segment.
- Need follow-up technical support > CC support@gem.com
- SDR creates new email thread intro’in lead to support@gem.com
- SDR uses this Outreach template: Technical Support Intro
- SDR closes chat on Qualified and nurtures lead in SFDC.