Section 3: Work better, together
A support team is often looked at as an island, isolated from the rest of the organisation. The larger mistake here is to assume that agents can support customers without the help of other departments.
Collaborate both within your team and across functions to provide the best customer experience possible.
Can working with other teams be made simpler?
Inherently, customer service has a lot of dependencies. If there’s a bug, you need a developer to fix it. If a delivery is late, you need to follow-up with the delivery team or partner. Then why is collaboration so convoluted and is the primary cause of delays?
Working as team
The way workflows have traditionally been structured, working with other teams on support, be it internal or 3rd parties, is nothing short of a nightmare. This is especially true when a support request involves any form of re-assignment or delegation, or simply needs more than one head to solve the issue.