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Having to bounce back and forth between reps.ДЄlthough we canвЂ™t have happy customers 100% of the time, effective teamwork helps address all of the things above. вЂњBut what does better teamwork mean for my customers?вЂќД¬onsider the most common complaints that come to mind when people arenвЂ™t happy with the customer service they received.

The more evenly and appropriately (more experienced reps get more difficult questions) customer concerns are distributed, the more fair it is for your team-and it keeps stress levels low. You donвЂ™t want burnout turning into employees being disgruntled or leaving. A staggering 74% of call center agents say that theyвЂ™re going through or are on the verge of burnout. Perhaps the biggest benefit of customer service teamwork is making sure that no single rep is bogged down with tickets.Д«ecause if youвЂ™re working in customer service, you have a lot of responsibilities on your plate.

You avoid stress and burnout within your team Companies should strive to deliver such an experience through all of their reps, not just a select few.Д«y setting processes and expectations as a team, reps are encouraged to rise to the occasion and solve problems on behalf of every customer. What happens when that agent is unavailable or leaves your company?Д¬ustomers today expect a personal, caring customer experience. That agent knows all about that customerвЂ™s history with your business, their preferences, their dislikes-maybe theyвЂ™ve even chatted while on calls before and built up a friendly relationship. LetвЂ™s say you have a customer whoвЂ™s accustomed to working with a particular agent. That said, the level of service provided by one rep shouldnвЂ™t be totally different from the next-everyone on your team should be able to provide a high level of customer service. You provide a more consistent customer service experienceД®ach one of your reps brings something different to the table in terms of their skillset and personality. Thank you for your interest in RingCentral. Even experienced reps might get overwhelmed with their queues and need a hand-a team mentality means that reps support each other to solve problems faster. Teams can likewise work together to resolve issues for customers rather than treat service as a solo act.ДЇor example, a new rep should feel comfortable asking for assistance or handing off a problem thatвЂ™s beyond their scope of knowledge. Reps who work together effectively will have an easier time knowing exactly who they should hand customers off to based on their strengths. (Not to mention it would really help your customer retention rate.) Meanwhile, 75% of customers believe that it takes too long to reach a live customer service agent.Д«oth of these stats speak to the need for speedier, more efficient customer service. (Not to be confused with its cousin, average handle time.)

Not-so-fun fact: the average response time for a customer service query sits around 12 hours. You can resolve your customersвЂ™ concerns faster HereвЂ™s a quick breakdown of the benefits of customer service teamwork. When support reps are able to work together seamlessly, they ultimately make each otherвЂ™s jobs (and the jobs of everyone around them) so much easier. In fact, a customer service team not being in sync and making customers repeat themselves over and over again is one of the most annoying things for someone calling your business: Rinse and repeat.Д«ut customer service is more of a team effort than you might think-and itвЂ™s better this way too. That is, a customer reaches out to you (or vice versa).

The big-picture benefits of customer service teamworkД¬onventional wisdom tells us that customer service is a one-on-one kind of deal.

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рџЊџ Want more happy customers? Grab our free eBook to find out what your employees need to keep your customers happy. Make customer information available to everyone Make your hiring and training process meaningful, memorable, and personal Get aligned on your core beliefs and values Speed up and streamline communication between reps

7 ways to bring your customer service team closer together.

What вЂњbetter teamworkвЂќ means for your customers.

The big-picture benefits of customer service teamwork.

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To do this, though, your customer service staff needs to know how to work as a team. ItвЂ™s no secret that customer service matters to todayвЂ™s customers.Д«ut exactly how much it matters really canвЂ™t be overstated.ДЇact: 80% of buyers today agree that the experience a company offers is just as important as their products or services.ДЄnd you better believe that customer service is at the center of providing an awesome experience.ДЄs a result, a good support team should be both proactive and productive when it comes to building relationships with customers-proactive, so that they can put fires out before customers get annoyed, and productive, so that they can handle every customer question efficiently and make sure other customers arenвЂ™t waiting too long.