How not to sabotage the collaboration of customer support teams

“Coming together is a beginning. Keeping together is progress. Working together is success.” – Henry Ford.

Ford developed the moving assembly line that ensured perfect coordination between employees, so that fits. (As for the debatable part of the assembly line, that’s a story for another day.) But in today’s fastpaced world, team collaboration remains underrated.

While an individual agent’s performance is important as far as customer support is concerned, it is equally essential that the individual cooperate with other agents and teams to improve productivity. However, impaired collaboration leads to lost time and subsequently, lost reputation, thanks to the exasperated customer.

Sounds scary? Fret not, for here are some measures that can be taken to keep your teams intact in any situation.

Collide ye not.

Picture this: Two agents end up working on the same ticket just because it has high priority. In addition to confusing the customer by sending the same information twice, they’ve managed to waste precious time that could’ve been utilized in addressing other issues. Wouldn’t it be better if both agents were on the same page? Since every moment is priceless in customer service, avoiding redundancies is paramount.

Ask for help when you need it the most. 

What’s worse than getting an unsolvable ticket? Not trying to solve it. 

There are many ways to ask for help. Contact your colleagues on chat and explain the issue.Tag them directly in the ticket and seek their assistance. In addition, archive tricky tickets for future training. Do what you can to get the job done. After all, the squeaky wheel gets the grease.

Keep an eye on the Feed.

Stay updated on your tickets by tuning into the Team Feed. Look out for tickets similar to the ones that you’re working on. Keep others apprised of the updates on your ticket, and view the comments that you’re tagged in. You can even pitch in with suggestions when you feel that your input might help someone. In all, welcome the Feed that you may really need. 

Ensure that the ticket talks more.

One stumbling block that deters team collaboration is the dearth of supplementary information (e.g. customer information, history of the ticket, etc.).  See to it that customer information and past interactions are all clearly visible. Insert comments to convey additional information. For example, if you’ve completed a task associated with a ticket, inform other teams through comments. 

All these measures point out one major factor that troubles synergy in teams—lack of communication. Not informing others of  important details and not asking for help at the right time can lead to customer service catastrophes. Do not let this simple, yet completely curable problem restrain your team from doing what they’re good at—providing great customer service.

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