Everyone and anyone who has provided customer support knows that this is not an easy task. It is always a mixed bag. The queries can range from too simple to too difficult and it is the difficult ones that cause the problem. These problems are sometimes too complex that it is not possible for a single person to solve it. In such cases it would be better if the customer support agent had help from other agents. This is where a collaborative customer support software can be effective. It allows team members to collaborate and provide solutions.
Providing support to customers is a team effort
Providing support to customers is always a team effort. When one agent is stuck trying to solve the problem of one customer, it increases the load on other agents. However, if the problem was divided into smaller parts with each agent taking care of one part, it would be solved with higher efficiency.
Why should agents providing support to customers collaborate?
Competition has always been there, but the level has drastically increased and companies must do everything in their means to retain their customers. One of the best ways is to provide excellent customer support. It is easier to provide solutions to customers if the customer service skills of all agents could be combined. This not only enhances the solutions provided to the customer, but also the quality of the information provided.
When a junior representative get a customer with complex issue, he/she can seek the assistance of a senior representative. This serves two purposes. First the customer get the solution faster and will not have to be transferred to a senior representative. Second the junior representative can be educated on how to handle the issue and will be better prepared to handle it in the future.
The biggest advantage of collaborating when providing support to customers is that it helps build teams. People who work together will have a better understanding of their team members. This will bring them together.
When a company does not have a proper system in place to provide customer support, things will go wrong. The best case scenario is that only the representative is confused and the worst case scenario is that customer gets confused and decides to take his business somewhere else.
One of the biggest frustration a customer faces it having to explain the same situation to different representatives. This happens when there is collaboration. Each time the customer contacts support, they are greeted by a different representative who has no idea what the previous representative has done. That means the customer has to repeat the situation again and tell what the previous representative has done.
How to help agents collaborate and provide solutions to customers?
Representatives in the customer support are willing to collaborate, but the question how is it possible. The answer is collaborate ticketing software. This software will help you break the problem down into smaller components and distribute to the different representatives. The advantage of using this software is that it allows you to divide your representatives into groups and certain tickets can be routed to that specific groups.
Another advantage is that it allows representatives to interact not only with other groups, but also other departments. Communication between departments is a must and is a sign of the company’s future. If the communication is good then the company will prosper, otherwise it is doomed to be a failure.
The software can also help companies proper information about customers. A customer support representative can provide the correct solution only if he/she know the customer properly. Since it is not possible to know all the customers a company has, they should be able to access the customer information easily and quickly. Not having the correct information can result in giving the customer the wrong solution.
Other advantages of using a software while providing support to your customers
There are many advantages of having a collaborate customer support software.
Ability to automate
Many of the processes involved in providing support for customers are highly repetitive. These include generation of tickets, routing the problem, and queuing the tickets. Having a software that can do this will save you time and energy.
Issues are not left unnoticed
The software can ensure that every call for support has a ticket and the ticket is handled within the stimulated time period. Companies have lost customers when a ticket has been ignored or forgotten.
Better understanding of the customer
A company can easily understand what the customer want and the problems they face when they study the tickets, the issues, and solutions provided by the support representatives. This can not help them identify the problem, but also plan for the future.
Any company that wishes to thrive in today’s market must provide proper support to their customers. But having representatives with the proper customer service skills is not enough. You need to have a customer support software that help your representatives understand and provide your customers with the correct solution as quickly as possible.