We all know a lone wolf, someone who thrives working independently and without the constraints and limitations of a group. But wolves are inherently pack animals and ultimately work best as a team, with clearly defined roles. The same theories can be applied to customer support, surprisingly, and collaboration among team members is extremely important.
A recent blog post from TeamSupport, provider of collaborative customer support software, explains why collaboration is so critical in the customer support realm, especially when it comes to B2B companies. Ultimately, when team members work closely together they can focus on the same problem to come to a resolution more quickly, as well as prevent confusion when multiple agents need to deal with the same customer.
According to TeamSupport, one of the most useful parts of collaboration is bringing different perspectives to the table. This is especially important if a customer has a difficult issue and one agent has trouble solving the problem. Being able to quickly and easily collaborate with other team members goes a long way toward increasing productivity as well as keeping customers happy with faster problem solving. Collaboration is also useful for training new customer support representatives and getting them up to speed on processes from a group perspective.
Speaking of speed and efficiency, timeliness is another important benefit of collaborative customer support. The quicker a problem is solved, the happier the customer will be. And being able to have several sets of eyes on hand to troubleshoot means a much better chance of a speedy resolution.
Finally, a collaborative customer support effort means you have backup from your colleagues. Customer support is largely about multitasking and it can be all too easy for important information to slip through the cracks when representatives have heavy workloads. Keeping customer notes and interaction details in a central location through collaborative support software makes it easy for team members to get up to speed on a customer quickly and provide backup as needed.
Even if you are a lone wolf at heart, having backup and support from team members is critical in the customer support realm. Collaborative support software makes that possible, offering a more efficient and productive work experience for the support team and a better support experience for your customers.
Edited by Alisen Downey