Solving problems is the primary motivation for support teams. However, some issues are intricate and demand extensive time and resources to resolve, like implementing a new product feature. If this feature would benefit a significant portion of customers, it can prevent future problems from occurring. To achieve this outcome, customer service must work closely with other departments across the company, such as product management, design, and engineering. Effective conveying of feedback is crucial to convince these teams to prioritize the issue and successfully implement the feedback to solve the problem. Here are 3 techniques for sharing customer feedback across departments.
1. Email
Sharing customer feedback through email is a simple and straightforward way to initiate discussion. While instant messaging apps like WhatsApp, Slack, or Teams are frequently used, relying solely on these apps may not be effective, as short conversations and chat exchanges can be easily forgotten. In contrast, emails provide a comprehensive and lasting record of feedback, allowing recipients to review the feedback at their convenience and respond for further information if necessary. This ensures that the feedback remains at the forefront of the department's inbox, even if it is not their immediate priority.
2. Community Page
A community page facilitates direct interaction with customers, allowing them to express their thoughts and recommendations on various issues. Collecting feedback from a broad customer base offers valuable perspectives on prevalent challenges and needs that the company can prioritize. The community page promotes openness by enabling customers to view and contribute to feedback from other customers and the company's response. Customers can also publicly share their experiences and offer feedback, enhancing customer satisfaction and confidence in the company. By centralizing customer feedback in one location, the company can rapidly detect trends and make data-driven decisions based on the feedback.
3. Collaborative Tools
Using collaborative tools can improve team communication and collaboration by providing a centralized platform for discussion, file sharing, task management, and real-time updates. This leads to increased productivity, faster decision-making, better teamwork, and reduced miscommunication. Additionally, it helps keep everyone on the same page and streamlines communication, leading to better results. To keep track of customer feedback, it's advisable to compile it monthly into a dashboard that displays the major complaints, issues, and compliments received. The feedback can be organized into themes such as feature requests, customer experience issues, miscommunication, etc. Emphasize the main challenges in each theme to provide clear insight to team owners, such as product managers, UX designers, and marketers, on what customers appreciate and what needs improvement, allowing them to adjust their work accordingly
Final Thoughts
Considering cross-departmental attachment.
Periodically allowing other teams in the company to support customers will eliminate the communication gap between support teams and other departments. Direct interaction with customers will give them a better understanding of the importance of certain features and increase trust in customer service opinions. Even as the company grows, a selected group can still adopt this approach to prioritize customer needs. Each support team member can become an expert in a specific feature, reducing scatter in knowledge and allowing owners to consult with one expert rather than the entire support team. This relationship can be considered co-ownership, with the support team providing research and the owner implementing it. Providing balanced and beneficial feedback enhances the credibility of your ideas. It is essential to avoid bias and present both positive and critical feedback.
DSM Suite 2.0+ can help businesses manage customer interactions and orders efficiently across multiple channels. By integrating with other systems like CRM and ERP, teams can have a complete view of customer information and preferences, improving the customer experience and reducing the risk of errors or duplicated efforts. For businesses looking to streamline their customer management processes, tools like DSM Suite 2.0+ can be a valuable solution. Contact sales@zooloo.asia for further details and to book a demo of the platform.
- Discover more about Customer Engagement Strategies
- Find some tips on e-Commerce Strategies
- Looking closer at Omnichannel Support Strategies
Tags: #omnichannel #digitaltransformation #digitalintegration #digitalsolutions #smestrategy #ecommercestrategy #emarketplace #customerengagement #customerretention #customersuccess #edg #psg
