I’ve worked with and managed a number of customer support teams over my career, and the great teams blend art and science every day to solve customer problems, ensure high adoption rates, reduce churn, encourage renewals, and enable upsells.
I’ve found the art of customer support is all about relationships: with customers, with colleagues on the same team, and with people in other functions across the organization (sales, product, marketing, etc.). The science of customer support, an increasing focus in many organizations, is all about metrics and KPIs: monthly recurring revenue (MRR) churn, CSAT scores, Net Promoter scores, average response time, ticket volume, engagement rates, usage rates, upsell and cross-sell rates . . . the list goes on.
Whether your customer support organization is focused more on the art, more on the science, or a healthy blend of both, a focus on intentional, strategic collaboration can be a huge benefit. According to a study by McKinsey, knowledge workers like customer success professionals spend an average of 14% of their week communicating and collaborating internally and that improving collaboration could raise productivity by up to 25%. A study by Salesforce found that 86% of employees blame workplace failures on ineffective communication and lack of collaboration.The challenge is making customer success collaboration effective as well as giving customer success professionals efficient access to other teams that can help them do their jobs, like product and sales teams.
So whether your team is more focused on the art or the science of customer support, do you have collaboration figured out?Download the Ebook
Givitas Can Help
Many customer support organizations are now solving this challenge with Givitas, the only purpose-built platform designed solely for asking for and providing help. Givitas integrates with collaboration tools like Slack and Yammer. However, as a single-purpose tool, Givitas:
- Gives customer support professionals access to the knowledge and expertise of peers and experts without burdening any one or two people
- Improves culture, loyalty, and job satisfaction
- Reduces the stigma of asking for help
- Makes it easy for everyone to share knowledge in less than five minutes a day, leaving more time for supporting clients.
Here’s one example of Givitas in action in a customer service team. A large national financial services company launched Givitas to connect customer support professionals with one another, after finding it challenging to keep existing solutions like Sharepoint and wikis up to date with the latest information. Customer service professionals were able to get quick and correct help on how to enter certain information, assist customers, and increase customer satisfaction.
What it looks like:
How Givitas Works
- Employees are organized into “rings,” where they can ask for help, provide help, search a repository of institutional knowledge, collaborate, and connect in less than 5 minute a day. You can choose to include just customer support professionals or also include sales and product professionals to break down silos.
- Asking for help is incredibly easy, reducing stigmas and barriers, and you don’t have to know who to ask.
- Providing help is quick and efficient, with robust notifications and engagement tools to notify users when there is a need to reduce time spent in the platform; If you don’t come to Givitas, Givitas will come to you.
- The platform provides guidance on making requests and responses, with educational prompts.
- Givitas creates and records organizational memory developing a valuable corporate asset.
Givitas is useful in the following scenarios, among others:
- Get up to speed faster on products that you’re supporting, especially if your Givitas ring includes product and technology professionals
- Client-specific institutional knowledge: many teams have individuals move on and off clients teams while staying with the organization
- Advice for handling challenging clients or situations
- Leadership and management teams rely on a tight network of trusted peers where they can ask questions and get advice on sensitive issues
- Best practices around launches, implementations,or other complex events in the customer lifecycle
- During the renewal process, overcoming challenges and objections by crowdsourcing answers that have worked in the past
- Understanding industry-specific challenges and issues by getting access to professionals with more experience in those areas
- Positioning against the competition in ways that have resonated and resulted in higher renewal and upsell rates
- Onboarding and increasing knowledge and accelerating the maturation process for newer customer support professional without overburdening “experts” or taking seasoned professionals away from their day jobs
- Supporting diversity and inclusion initiatives by giving everyone access to the same platform and repository, which reduces reliance on the real or perceived “old boys’ club”
- Increasing mentoring opportunities by giving everyone equal access to the opinions and expertise of mentors, allowing relationships to develop naturally and organically.
- Extending the reach of knowledge collaboration platforms beyond a small circle of immediate peers to a larger, more distributed and cross-functional team, crossing silos and areas of expertise.
- Supporting and creating meaningful connections among geographically diverse or distributed teams who don’t have much chance to work together.
To learn more about Givitas, download our solution sheet or schedule a demo.Download the Givitas Solution Sheet Request a Demo