The key to success is recognizing that all departments have their own goals.
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Customer Support teams have so much to offer to an organization. As a primary post-sale contact for customers, your agents hear the most feedback and can spot trends faster. To make the most use of this valuable information, support needs to work closely with many functions at your company. Building these cross-functional relationships will help strengthen your customer experience and improve your customer journey.
Brian Manthenga, Senior Manager of Customer Experience at Fiix Software, has seen these outcomes flourish in his role.
In Conversation with Brian Manthenga, Senior Manager of Customer Experience at Fiix Software
Brian starts by noting that support is a Canary in the Coal. Because agents hear the feedback first, support can quickly highlight issues as required. To use this power, he adds that the key to success is recognizing that all departments have their own goals.
Step one is understanding each function’s goals and then illustrating how working in collaboration with support can help them achieve those goals. Brian has found that success is a multi-departmental activity.
He explains the idea of “information packets” and how to build those with surveys and listening intently to your customers. He shares tangible examples of how support can use these packets to improve the outcomes in the product, sales, and success departments.
If you want to learn how to integrate your support team across all functions, listen in as Brian shares the critical things to consider.