Why Collaboration In Teams Is Important For Customer Support

Did you know that teams with effective collaboration perform 5X better than those without it?

Teamwork is essential for businesses, especially those dealing with remote workers in several time zones. Many businesses have been forced to switch from a physical workspace to a digital one due to the COVID-19 situation. Additionally, the processing of this change was hurried and might not have been done correctly.

It’s not easy to manage a cooperative team environment. When working with a team, it takes much more work to implement a collaborative mindset across your organization.

These tactics will assist you in enhancing team collaboration when working as a team worldwide.

Why collaboration in teams is important for customer support

Encourage sharing of knowledge

No individual has all the solutions, which is a simple fact. Most agents run into support problems at some point that hinders them. They must seek assistance from their fellow team members in these situations.

Agents won’t have to waste time searching through an extensive knowledge base for solutions to problems that may have already been handled. Instead, they can use articles as a search engine to locate a quick response. To encourage team members to produce their support-related information and update it as the product changes or when other agents discover points to add, firms might similarly develop wikis. This type of group functionality encourages teamwork your team needs to handle tickets more successfully. What may have once been an individual endeavor for each agent suddenly transforms into a group undertaking that enables support reps to draw upon the expertise and experiences of their coworkers.

Once these obstacles to cooperation have been removed, your support person needs to be encouraged to collaborate. Agents collaborating to develop innovative ideas to please consumers should be commended. Collaboration and knowledge exchange will eventually become automatic.

Customer profiles with notes

Each client has unique characteristics that distinguish it from all other clients. Such details should be kept in their client management profiles for public access. Agents should be urged to record any minor information they come across that might later prove significant. These comprise customers’ preferred mode of communication, notable figures from their industry, particular software problems, and more. Even if a current representative feels that such subjects are not worth writing down, the information could be helpful to the following agent dealing with that same client. Through departmental communication and the provision of collaboration tools with information-sharing capabilities, your company should tell everyone that such information should be recorded. Making sure that these communications don’t sound like a brand-new project that requires time and resources is crucial. The instruction to maintain business profiles should seamlessly integrate into the organization’s culture and values.

Internal chat and social networks

Customer service agents require a professional yet relaxed work environment. Finding the correct balance allows them to remain productive without being overburdened.

Internal chat tools across the office encourage interaction and collaboration without requiring employees to leave their desks. An internal forum is another feature that allows everyone to engage in a conversation because chats are often only for two people.

Here, management can set an excellent example by conversing with customer service representatives for unrelated problems and using the forum to share important information. Reps will feel more at ease using the chat feature because they see more of their colleagues use it.

How you collaborate with your team with Chative while engaging with your customers

Assigning chats

It’s essential to decide how chat transfers will be handled and for each agent to adhere to the rules consistently for collaboration to succeed.

When deciding on your transfer conversations, remember to:

  • Establish explicit guidelines for when to forward a chat to another agent or department.
  • For agents to speak with one another swiftly and privately during chat sessions, ensure that all of them have notifications turned on, configured correctly, and are logged into the internal messaging platform everyone uses.
  • Establish guidelines for handling a group chat as the initial chat agent and decide when it might be essential to have many agents simultaneously communicate with the same consumer.
  • Clarify the expectations. Should a client wait or be informed that the agent will contact them through email later if they need to transfer the conversation to someone who is not immediately available? As long as everyone agrees, either option is acceptable.

Observing chats

Agents in Chative can view the chats of other agents in the “all” tab and decide whether to participate if necessary. When a manager is educating a new chat agent, this functionality can be helpful. They can observe a talk in silence and only join if the agent makes a mistake that will annoy the consumer. After a conversation, customers can offer feedback to the agent and point out any areas where they can improve or where everything went well.

When an agent wants to observe how their teammates function, watching chats can be helpful. Following how another chat agent manages a conversation may often be beneficial, regardless of the chat agent’s experience. Everyone has various strengths and weaknesses. Therefore learning from other chatters is a terrific method to broaden one’s knowledge.

Alternatively, suppose an agent sees a chat from a customer they remember serving in the past. In that case, they can join the conversation with the other agent and provide any details they may know or give the other agent additional context from behind the scenes to help the dialogue flow more easily.

Add internal note

Include internal notes in your correspondence with clients so that you can review their inquiries with coworkers privately before responding.

Communication frequently needs to be seen by another team member. Perhaps they can respond more appropriately, or you want their perspective before responding. You can add a note by switching chat composer into Add note or write an internal note for your contact in the right conversation panel.

Wrap up

The best experiences in business-to-business customer service come from a fully committed and collaborative team. Because of this, teamwork is a crucial component of the success of your support team.

To beat the competition and succeed, ensure your workplace has a positive culture of cooperation and teamwork. Oh, and by the way, Chative is the solution you need if you require a platform that supports team collaboration for your team even when your members are serving consumers via chats!

By Kate Tran

Kate Tran is a story-teller and a marketer at Chative. Her passion is to bring knowledge of chatbot trends to everyone. Despite of her busy schedule, she always makes time to read novels at the weekend.

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