Organise your customer queries with Teams

Do you and your colleagues pick all customer questions out of one big bucket? Is your service chaotic as a result? As a customer service agent, there is nothing you would rather have than smooth cooperation between your CRM system, online customer contact and your colleagues. Thanks to integrations with technology such as a chatbot, your customer contact is already a good deal clearer. In this blog you can read tips for working together optimally in customer service and saving time. Optimise your service thanks to Watermelon's Teams functionality and raise your customer satisfaction.

A dissatisfied service department gives dissatisfied customers

As a service employee you recognise the frustration that comes with repetitive questions and a continuous stream of messages. Repetition is boring or leads to irritations, but at the same time you also have little time for the customer to keep answering the question properly. When a customer has a question, he or she is often forwarded to the right person, where he or she has to repeat the matter again. The customer feels like a number and you are looking for an overview. An increasing stream of incoming messages, without a clear overview, causes you stress. Here you can read three tips for getting started with Teams and improving your service.

1. A customer question straight to the right department

At most customer service departments, customer questions end up in one big bucket and staff pick the questions out of this bucket. This does not always work equally efficiently and it means the staff's expertise is often lost. It is not always clear which colleague can help with what, and customers are forwarded endlessly in search of the person who knows the right answer. Frustrating for you and for your customer.

By dividing your department into teams you deploy your colleagues' expertise well. Questions can be forwarded straight to the right team this way and customers are helped immediately. Easily raise your customer satisfaction and raise your conversion by helping your customers better and faster.

2. One tool for several branches

Many companies have several branches that offer customer service. It remains a challenge to offer a consistent, good service at all those branches. You can choose to bring the questions from different locations together or to arrange each location's own service. With both you keep the challenge of getting the right synergy between the locations. Is a customer looking for contact with the Amsterdam location, but ends up at Rotterdam? A smooth transfer to the right location is essential here to keep the customer satisfied.

By dividing your teams in Watermelon into different locations you offer your customers a smooth service. You have the possibility of arranging the service from one place for the entire organisation. It then does not matter to your staff whether they are actually present at the same location. In the platform they are. A customer question is easily forwarded to the right location without the customer having to wait unnecessarily for it.

3. Making optimal use of your team's expertise

Every person in your team has his or her own expertise. By receiving the customer questions in one big pile, this expertise is often lost. A simple question can end up with sales and a potential customer with a support employee. Besides the fact that your staff cannot keep their focus, you miss out on conversions this way.

Create teams based on different actions, for example. When a customer submits a call-back or service request, for instance, and this still has to be scheduled, you put it as a temporary task with the chosen team. The conversation comes in with the right team, who carry out the action. Is the action finished? Then archive the conversation. That way you have an overview of the tasks you carry out, and no customer is forgotten.

Want to know more?

In the more complicated fields where expertise from specific advisers is needed, it is good to divide the teams on that basis. Think for example of insurance, car sales, estate agents. Your colleagues focus this way on the questions they know about and your customers get the right answers straight away!

By deploying Teams optimally you save your service staff time and stress. Your customers are helped better and do not have to repeat their matters. Go for a personal, efficient service and stop letting your customers be a number. By connecting your customers directly with the right expert, you can be sure you are providing them with the best service. Repetitions or waiting times are therefore a thing of the past. Would you like to know more about Watermelon's Teams functionality? Then watch the video from Customer Success expert Elmer.