Whether customer support is a right or a privilege for your customers, it’s a tricky commitment to uphold. More often than not, running a team involves finding order within chaos. It’s all the more applicable while running a customer support team.
One of the easiest ways to seek out ‘order’ is to organise or group a bunch of your support reps using some condition.
If you have multiple ways by which customers can reach you, a thoughtful way to organise your support team would be by channel. Each channel can have one or more support agents dedicated to it. That way, each channel gets the optimal treatment. Channels like live chat, phone and social media are far more interactive when compared to email and web forms. By staffing appropriately, you can win across all your channels.
By Time Zone
For companies that offer products or services to customers across the world, dealing with various time zones is of utmost importance. Some time zones may contribute to most of your support load while other time zones might not contribute much. Organising your support team by time zone is a smart way to handle this.
Handling customer support for a portfolio of products is just as tricky as anything else we’ve discussed here so far. Organising your support team by product is a good way to eliminate chaos and establish leadership within your team. There’s a clear point of contact for each product, it’s very straightforward.
A Hybrid Approach
Depending on how complex your business is, you might also gain by using a combination of these methods. Though this looks complicated, it can work out really well if you can establish clear processes and make sure everyone knows about it.
The question on our poll is this: How do your organise your support team?
If you follow your own tailor-made approach, do tell us about it in the comments section.