Building customer relationships and delivering exceptional customer support isn’t easy. Support agents need to be empathetic, good listeners, tech-savvy, patient, attentive, the list goes on. While learning these skills is incredibly important, and you can help your team to develop professionally, it is something that takes time for agents to learn. That’s why it’s important that your support software is there to take care of the logistics, so your team can focus on delighting your customers. Here’s a look at some of the features you might not have discovered in Teamwork Desk that can help you provide high-quality and helpful customer support.
1. Organize your customers by company
By grouping clients and their employees into companies, agents can build more streamlined support workflows and deliver even more personalized service to their customers. Instead of seeing individual tickets in isolation, you can review a group of tickets all together, which can provide context and help you to spot patterns in the kind of problems you’re solving for each client. Organizing your clients by company creates a more organized workspace, making it easier for your team to view and respond to individual relationships within an entire company.
Learn more about Companies here.
2. Use automation to make your support more human
It might sound contradictory at first, but automation can help you to provide more human support. By automating your workflows using Triggers, you’re freeing up your team’s time to be more helpful, empathetic, and customer-centric. Triggers can help you to solve queries faster by automating repetitive tasks like assigning tickets, adding tags, updating a status or adding notes based on specific conditions. There are lots of different triggers you can set up so here are some we’ve found useful:
Assign the right tickets to the right agents – When a customer writes in, you can automatically assign the ticket to their dedicated customer success manager – making sure that the customer gets a response from the right person the first time around.
Resolve priority customer issues quicker – Set up a trigger that automatically unassigns priority customer tickets from agents who have the ticket in their inbox for more than an hour to ensure there are no lengthy gaps between message exchanges.
Give the customer a gentle reminder – If a customer writes in and the agent replies asking for more detail but the customer doesn’t reply within 24 hours – set up a trigger so a custom email sends out to ask them if they still need help – saving the agent time on follow-up emails.
Learn more about Triggers here.
3. Listen to customer feedback
If you want to make your support more customer-friendly and considerate, you’ll need a way to get feedback from your customers on their experience. While this can generally be equal parts daunting and time-consuming, there’s a simple solution for gathering customer feedback in Teamwork Desk. Happiness Ratings allow you to send automated surveys to customers once a ticket has been solved to measure their satisfaction with your support team. This will help you improve your support and make it even more empathetic.
Learn more about getting started with Happiness Ratings here.
4. What gets measured gets improved
To be confident that your team is providing efficient support, there are a number of key metrics you can start tracking using Reporting. Most companies measure standard ROI metrics for customer support such as CSAT and First Time Response Rate. In Teamwork Desk you have the ability to view all of this data – in real-time and in detail on the reporting dashboard, as well as having more specific analysis such as individual agent reports, customer traffic, and most-asked questions.
Here’s are just a few of the key metrics you can track using Reports in Teamwork Desk.
Average first response time – the average time it took per day to reply to a new ticket.
Volume and total response time – the average response time on all your tickets from all inboxes.
Resolution time – the average time it took per day to resolve a ticket.
Tickets by channels – shows where your tickets have come from like email, phone, help docs, or customer portal. You can choose to see the volume of tickets coming from that area.
Tickets by status – view the status of the tickets, see how many tickets are Active, Closed, Solved, or Waiting on customer.
Tickets activity –the number of tickets received and interacted with, as well as the number of associated customers.
Customer happiness – a snapshot of the performance of your agents.
Learn more about Reporting here.
5. Get new agents up to speed quicker
You’ve built great customer relationships and your team is empathetic, helpful, and knowledgeable in supporting customers. Now that your business is growing (YAY!), so is your support team. Use Training Wheels in Teamwork Desk to get agents up to speed quickly while still delivering helpful and consistent customer support. Training Wheels allows you to put new agents in training in Teamwork Desk and set a percentage of their responses to be reviewed by an experienced team member who then provides feedback on the proposed response. It helps you to create a seamless process for setting new agents up for success and maintaining high-quality support standards.
Learn more about Training Wheels here.
6. Help customers to help themselves
Empower your customers to find the information they need without having to contact your support team by creating a Help Doc site. Help Docs are a collection of support articles that answer common queries your customers may have like how to get started with your product or how specific areas work. Help docs enable customers to use your product more effectively and reduce the volume of customer support queries — it’s a win-win.
If you want to get even more out of Teamwork Desk, make sure to book your spot for our webinar on Tuesday, November 26th at 5pm BST. Discovered features in this post that can help your team deliver unforgettable customer support? Start using them today and let us know what you think in the comments below.