From Help Scout:
When we finished building the Campfire App, I setup a separate room for Help Scout notifications. At the time, it was more for testing purposes, just to make sure everything worked as expected. I didn’t think we would actually use it. We setup notifications for new conversations and customer replies, and it’s been running ever since.
Over the last couple of weeks I’ve found myself referring to the room quite often, just to keep my finger on the pulse of what we are hearing from customers. When I’m in-between projects, I take a look at the room and try to answer some questions from customers. You could say its become somewhat of an addiction, but a good one rooted in loving our customers.
Clever idea here. With links going into a chat room, others on the team are able to pop in and answer a case here and there whenever they can. It’s a good (and easy) way to get everyone on the team involved in supporting your customers.