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All functioning enterprises organize operations into departments with original responsibilities and goals. IT teams concentrate on continuous software improvement and system reliability, while customer support teams over the aisle will work hard to maintain with evolving customer expectations and remediating user-facing issues as efficiently as you possibly can.
Although it might not be obvious at first glance, these departments share a standard goal to lessen downtime. The roles and responsibilities will vary, however the shared goal remains.
Still, for the most part enterprises, IT and customer support teams seldom intersect, significantly less collaborate. In the era of digital transformation, both teams have undergone massive technological changes lately, but too often, they continue steadily to operate in silos. This division is exacerbated by the tools and systems designed to help.
Siloes hurt both customer support also it
Picture this: A person experiences a glitch with the self-service portal on the insurance companys website and submits a person service ticket. A realtor receives the ticket of their helpdesk system and, after they realize the problem is apparently rooted in back-end technology, navigates to another internal helpdesk system to produce a ticket with the correct IT team. The ticket then enters a queue of incidents.
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After the incident is resolved on the trunk end, a developer updates the client service agent over another internal communications platform. The agent then must simultaneously access their helpdesk ticketing system and communication platform to assemble information and relay it back again to the client. The multi-step process creates unnecessary friction to solve the problem, while slowing both substantive response and the communication back again to the client.
Despite having all of the tools at an agents disposal, they often times end up navigating through disparate systems and duplicating information across platforms. Still, key details such as for example if the customers issue is really a known incident and just how long the issue will need to be resolved aren’t immediately available. This lack of fluid communication causes a chain result of delays ultimately leading to unhappy customers.
Its imperative that customer support agents have a streamlined solution to escalate customer-impacting disruptions to IT while maintaining full visibility of the client ticket. Organizations already acknowledge that broken collaboration processes between customer support and technical teams result in increased downtime, along with slower response and resolution times. Another perspective is necessary.
How do we empower customer support teams with the visibility and information they have to answer customer inquiries quickly and escalate technology issues from leading lines once the back-office team isnt alert to a customer-impacting disruption?
The client is key
Its time and energy to recognize customers as another, and sometimes the most crucial, signal of system function. While customer support teams already do that, technical teams stand to benefit too. If it’s able to turn to data from customer inquiries as a real-time reflection of the fitness of their digital assets, they’ll be in a position to better understand an issues blast radius, prioritize it accordingly, and intervene prior to the impact is felt more widely. Accomplishing this involves a built-in approach.
Both customer support and engineering teams have a solid desire to breakdown silos to improve the client experience. Once both sides of the aisle can rally around real-time customer data, two-way communication, and a completely integrated tool stack, teams could have what they have to become a unit and resolve issues faster. Wearing down the walls between customer support and technical teams will unlock new degrees of collaboration, benefitting not only CS also it however the end-users and the wider organization aswell.
Justin Shie is CS at PagerDuty
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