How to remove the gap between product and support teams
A frightening 89% of customer support professionals accept that clients are bound to speak openly about their positive and negative rendezvous than they were before. The stakes have never been higher.
All in all, by what means can evolving companies start to handle the issues causing terrible encounters and convey more tweet-worthy encounters?
Sources of Friction Between Service and Product Teams
There are such vast numbers of ways grating can contrarily affect client experience, and by and large, it tends to be followed back to a breakdown among administration and item groups. The following are three of the most widely recognized wellsprings of a grating I’ve seen throughout the years.
As an organization increases headcount, builds new groups, and extends its product offering, data silos rise and make internal communication increasingly chaotic. Service teams battle to close the loop on product-related requests, and product teams battle with updating service on the things they’re taking a shot at. ADOHM CRM is the perfect tool to help integrate the efforts of different groups to get the best output.
This friction becomes more pronounced when these teams are using different tools that require them to come up with unwieldy workarounds to make those tools work together. That is a great deal of work to ensure the correct data is getting to the perfect spot at a suitable time.
2. Resource Constraints
As an organization develops, more demand is set on the product teams’ assets. There are new highlights that should be built to advance the value of the product. There’s additionally a higher volume of customer feedback to assimilate and follow up on. Also, some new integrations and arrangements should be created to comprehend inside procedures that are broken.
With such a large number of competing needs, efforts to decrease friction between groups are regularly deprioritized to clear a path for whatever the most pressing issue of the day is that is begging to be addressed o. Subsequently, developing organizations keep on depending on individuals to decrease friction when what is required are advantageous procedures and robust products.
3. More Tools, More Problems
As companies grow, they start adopting more and more SaaS apps. According to Blissfully, companies with 501-1,000 employees use over 150 different apps on average, and companies with over 1,000 employees use more than 200.
Over time, the data that is spread across all of this different software can become out of date and inconsistent, which means there’s no single source of truth for the ultimate customer. So when a customer provides feedback and then later tries to find out if their feedback has been taken into account and actioned upon, the support team won’t have accurate information available – this being Not a good experience for that customer.
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