{"id":40932,"date":"2020-03-05T00:00:00","date_gmt":"2020-03-05T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/customer-service-teamwork\/"},"modified":"2025-07-14T05:13:58","modified_gmt":"2025-07-14T12:13:58","slug":"customer-service-teamwork","status":"publish","type":"post","link":"\/us\/en\/blog\/customer-service-teamwork\/","title":{"rendered":"Customer service teamwork: how to work better by working together"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">It\u2019s no secret that customer service matters to today\u2019s customers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But exactly how much it matters really can\u2019t be overstated.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Fact: <\/span><a href=\"https:\/\/www.salesforce.com\/blog\/2013\/08\/customer-service-stats.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">80% of buyers<\/span><\/a><span style=\"font-weight: 400;\"> today agree that the experience a company offers is just as important as their products or services.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And you better believe that customer service is at the center of providing an awesome experience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As a result, a good support team should be both proactive and productive when it comes to building relationships with customers\u2014proactive, so that they can put fires out before customers get annoyed, and productive, so that they can handle every customer question efficiently and make sure other customers aren\u2019t waiting too long.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To do this, though, your customer service staff needs to know how to work as a team.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In this guide, we\u2019ll talk about:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><a href=\"#The big-picture benefits of customer service teamwork\"><span style=\"font-weight: 400;\">The big-picture benefits of customer service teamwork<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><a href=\"#What better teamwork means for your customers\"><span style=\"font-weight: 400;\">What \u201cbetter teamwork\u201d means for your customers<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><a href=\"#7 ways to bring your customer service team closer together\"><span style=\"font-weight: 400;\">7 ways to bring your customer service team closer together<\/span><\/a>\n<ul>\n<li style=\"font-weight: 400;\"><a href=\"#1. Speed up and streamline communication between reps\"><span style=\"font-weight: 400;\">1. Speed up and streamline communication between reps<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><a href=\"#2. Get aligned on your core beliefs and values\"><span style=\"font-weight: 400;\">2. Get aligned on your core beliefs and values<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><a href=\"#3. Make your hiring and training process meaningful, memorable, and personal\"><span style=\"font-weight: 400;\">3. Make your hiring and training process meaningful, memorable, and personal<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><a href=\"#4. Review your customer personas together\"><span style=\"font-weight: 400;\">4. Review your customer personas together<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><a href=\"#5. Appoint a decision maker\"><span style=\"font-weight: 400;\">5. Appoint a decision maker<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><a href=\"#6. Make customer information available to everyone\"><span style=\"font-weight: 400;\">6. Make customer information available to everyone<\/span><\/a><\/li>\n<li><a href=\"#7. Be open about your goals and objectives\"><span style=\"font-weight: 400;\">7. Be open about your goals and objectives<\/span><\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<hr \/>\n<p class=\"p1\">\ud83c\udf1f Want more happy customers? Grab <strong>our free eBook<\/strong> to find out what your employees need to keep your customers happy.<\/p>\n<p class=\"p1\">\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/ebook\/what-employees-need-to-keep-customers-happy.pdf\" data-id=\"6a04832d7b45e\" id=\"6a04832d7b45e\">\n\t\t<button tabindex=\"on\"  on=\"tap:6a04832d7b45e.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\udcd9 Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40  Find out how to improve the customer experience<\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Get the eBook\">Get the eBook<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:6a04832d7b45e.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Happy reading! <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p>\n<hr \/>\n<p><a name=\"The big-picture benefits of customer service teamwork\"><\/a><\/p>\n<h2 style=\"padding-top: 20px;\"><strong>The big-picture benefits of customer service teamwork<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Conventional wisdom tells us that customer service is a one-on-one kind of deal.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That is, a customer reaches out to you (or vice versa). You have a conversation. You get to the root of their concerns. Rinse and repeat.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But customer service is more of a team effort than you might think\u2014and it\u2019s better this way too. In fact, a customer service team not being in sync and making customers repeat themselves over and over again is one of the most annoying things for someone calling your business:<\/span><\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report.html\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"aligncenter wp-image-6241 size-large\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/annoyances-about-calling-companies-1-1024x536.jpg\" alt=\"\" width=\"840\" height=\"440\" \/><\/a><\/p>\n<p><span style=\"font-weight: 400;\">When support reps are able to work together seamlessly, they ultimately make each other\u2019s jobs (and the jobs of everyone around them) so much easier. Here\u2019s a quick breakdown of the benefits of customer service teamwork.<\/span><\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\">You can resolve your customers\u2019 concerns faster<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Not-so-fun fact: the average response time for a customer service query sits around <\/span><a href=\"https:\/\/www.superoffice.com\/blog\/response-times\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">12 hours<\/span><\/a><span style=\"font-weight: 400;\">. (Not to be confused with its cousin, <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/average-handle-time-call-center\/\" target=\"_blank\" rel=\"noopener noreferrer\">average handle time<\/a>.)<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Meanwhile, <\/span><a href=\"https:\/\/www.helpscout.com\/75-customer-service-facts-quotes-statistics\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">75% of customers<\/span><\/a><span style=\"font-weight: 400;\"> believe that it takes too long to reach a live customer service agent.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Both of these stats speak to the need for speedier, more efficient customer service. (Not to mention it would really help your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-retention-rate\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer retention rate<\/a>.)<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Reps who work together effectively will have an easier time knowing exactly who they should hand customers off to based on their strengths. Teams can likewise work together to resolve issues for customers rather than treat service as a solo act.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, a new rep should feel comfortable asking for assistance or handing off a problem that\u2019s beyond their scope of knowledge. Even experienced reps might get overwhelmed with their queues and need a hand\u2014a team mentality means that reps support each other to solve problems faster.<\/span><\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\">You provide a more consistent customer service experience<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Each one of your reps brings something different to the table in terms of their skillset and personality.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That said, the level of service provided by one rep shouldn\u2019t be totally different from the next\u2014everyone on your team should be able to provide a high level of customer service.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Let\u2019s say you have a customer who\u2019s accustomed to working with a particular agent. That agent knows all about that customer\u2019s history with your business, their preferences, their dislikes\u2014maybe they\u2019ve even chatted while on calls before and built up a friendly relationship. What happens when that agent is unavailable or leaves your company?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Customers today expect a personal, caring <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer experience<\/a>. Companies should strive to deliver such an experience through all of their reps, not just a select few.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">By setting processes and expectations as a team, reps are encouraged to rise to the occasion and solve problems on behalf of every customer.<\/span><\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\">You avoid stress and burnout within your team<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Perhaps the biggest benefit of customer service teamwork is making sure that no single rep is bogged down with tickets.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Because if you\u2019re working in customer service, you have a lot of responsibilities on your plate. A staggering <\/span><a href=\"https:\/\/www.toistersolutions.com\/burnout\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">74% of call center agents<\/span><\/a><span style=\"font-weight: 400;\"> say that they\u2019re going through or are on the verge of burnout.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Yikes. You don\u2019t want burnout turning into employees being disgruntled or leaving.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The more evenly and appropriately (more experienced reps get more difficult questions) customer concerns are distributed, the more fair it is for your team\u2014and it keeps stress levels low.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><a name=\"What better teamwork means for your customers\"><\/a><\/p>\n<h2 style=\"padding-top: 20px;\"><strong>\u201cBut what does better teamwork mean for my customers?\u201d<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Good question!<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Consider the most common complaints that come to mind when people aren\u2019t happy with the customer service they received.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Slow service. Impersonal experiences. Having to bounce back and forth between reps.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Although we can\u2019t have <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/happy-customers\/\" target=\"_blank\" rel=\"noopener noreferrer\">happy customers<\/a> 100% of the time, <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/effective-teamwork\/\" target=\"_blank\" rel=\"noopener noreferrer\">effective teamwork<\/a> helps address all of the things above.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">How?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Well, when work is evenly distributed, your team is empowered to address a higher volume of service tickets. If a rep is overwhelmed with a particular customer or situation, they should be able to request backup or have someone else pick up the slack to prevent a longer queue. This means less waiting for your customers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Not only that, reps also won\u2019t feel rushed because they\u2019ll have opportunities to have meaningful conversations with customers. Given that <\/span><a href=\"https:\/\/www.mckinsey.com\/business-functions\/organization\/our-insights\/the-moment-of-truth-in-customer-service\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">70% of purchasing decisions<\/span><\/a><span style=\"font-weight: 400;\"> are based on how people <\/span><i><span style=\"font-weight: 400;\">feel<\/span><\/i><span style=\"font-weight: 400;\"> they\u2019re treated, personalized service is an absolute must. You have a better shot of achieving this if everyone\u2019s working together and making sure that each person has time to talk to every customer.<\/span><\/p>\n<hr \/>\n<p class=\"p1\">\ud83d\udd0d Get <strong>our free eBook<\/strong> to learn how to improve customer service teamwork.<\/p>\n<p class=\"p1\">\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/ebook\/what-employees-need-to-keep-customers-happy.pdf\" data-id=\"6a04832d7b643\" id=\"6a04832d7b643\">\n\t\t<button tabindex=\"on\"  on=\"tap:6a04832d7b643.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\udcd9 Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40  Find out how to improve the customer service teamwork<\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Get the eBook\">Get the eBook<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:6a04832d7b643.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Happy reading! <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p>\n<hr \/>\n<p><a name=\"7 ways to bring your customer service team closer together\"><\/a><\/p>\n<h2 style=\"padding-top: 20px;\"><strong>7 ways to bring your customer service team closer together<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">So, what does customer service teamwork actually look like in action? The following seven strategies are fair game for any support team looking to work in tandem. (Learn more about <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-vs-customer-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">the difference between &#8220;customer support&#8221; and &#8220;customer service.&#8221;<\/a>)<\/span><br \/>\n<a name=\"1. Speed up and streamline communication between reps\"><\/a><\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\">1. Speed up and streamline communication between reps<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">For starters, teams need to be able to communicate swiftly and effectively.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">From off-the-cuff conversations to internal meetings, a good communication tool can help teams get answers instantly and address customer service concerns faster.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Tools like <\/span><a href=\"https:\/\/www.ringcentral.com\/contact-center\/products\/collaborative.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">RingCentral<\/span><\/a><span style=\"font-weight: 400;\"> are standard for customer service teams who need to stay in touch\u2014features such as <a href=\"https:\/\/www.ringcentral.com\/virtual-call-center.html\">virtual call center<\/a>, <a href=\"https:\/\/www.ringcentral.com\/lp\/small-business-phone-service.html\">business phone service<\/a> and <a href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a> can facilitate seamless team communication. And if you can integrate automated call routing between reps and <a href=\"https:\/\/www.ringcentral.com\/video-call.html\">video calls<\/a> with file sharing (learn more about <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/automated-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">automated customer service<\/a>), you\u2019ll make it easier for your customer service team to work together and set them up for success. Here\u2019s a look at how it works:<\/span><\/p>\n<p><iframe sandbox=\"allow-scripts allow-same-origin allow-presentation\" title=\"Digital Customer Engagement | RingCentral Engage Digital\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/PZC3o5YN90E?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen sandbox=\"allow-same-origin allow-scripts allow-presentation\"><\/iframe><\/p>\n<p><span style=\"font-weight: 400;\">The other nice thing about having a live-chat tool is that it can document all this communication and help reps hold themselves accountable.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For reference, here are a few teamwork scenarios in the workplace where a dedicated communication platform would help you provide awesome customer service:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">A rep needs to clarify a question with their manager\u2014with an instant messaging tool, you can do it in real-time without putting your customer on hold.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">A customer wants to go from text or email directly to a call with the same rep without having to wait on hold all over again.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">A rep needs to hand off a customer last minute to someone else and wants to give the new rep a heads-up (especially useful if you\u2019re working remotely).<\/span><\/li>\n<\/ul>\n<figure id=\"attachment_2275\" aria-describedby=\"caption-attachment-2275\" style=\"width: 840px\" class=\"wp-caption aligncenter\"><a href=\"https:\/\/glip.com\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"wp-image-2275 size-large\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image2-1-1024x601.gif\" alt=\"RingCentral messaging app\" width=\"840\" height=\"493\" \/><\/a><figcaption id=\"caption-attachment-2275\" class=\"wp-caption-text\">Having a team messaging app lets customer service reps communicate with each other in real time even when they&#8217;re on a call. From sharing a file to asking for help when there&#8217;s a backed-up queue, they can get the information they need without waiting hours or even days.<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Keeping communication such as phone calls, messages, and texts in a single platform also means that you don\u2019t have to toggle between windows and tabs. The end result: more customers served\u2014and serious time saved.<\/span><br \/>\n<a name=\"2. Get aligned on your core beliefs and values\"><\/a><\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\">2. Get aligned on your core beliefs and values<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Pop quiz: what are your company\u2019s values when it comes to customer service?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Teams today hold themselves to high standards because expectations from customers are <\/span><a href=\"https:\/\/www.helpscout.com\/75-customer-service-facts-quotes-statistics\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">higher than ever<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s not good enough just to answer questions. Looking at <\/span><a href=\"https:\/\/www.zapposinsights.com\/about\/core-values\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Zappos\u2019 core values<\/span><\/a><span style=\"font-weight: 400;\">, we have a great example of how customer service teams can adopt a mission statement that\u2019s easy to understand:<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-2276 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image6-12.png\" alt=\"Zappos Core Value: Deliver WOW Through Service\" width=\"808\" height=\"766\" \/><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Whether or not you adopt a \u201cWOW\u201d mentality, having a defined set of goals and values gives your team a vision to rally around and consider when talking to customers.<\/span><br \/>\n<a name=\"3. Make your hiring and training process meaningful, memorable, and personal\"><\/a><\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\">3. Make your hiring and training process meaningful, memorable, and personal<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">So much of meeting customer expectations and delivering consistent service boils down to your approach to hiring and training.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you can get your reps started on the right foot as soon as they\u2019re hired, they\u2019re more likely to adapt to the way <\/span><i><span style=\"font-weight: 400;\">you<\/span><\/i><span style=\"font-weight: 400;\"> want to do customer service.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">How do you make it happen, though?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Well, let\u2019s look at an example. The customer service team at <\/span><a href=\"https:\/\/www.zendesk.com\/blog\/shadowing-tier-1-advocate\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Zendesk<\/span><\/a><span style=\"font-weight: 400;\"> advocates for a rep training program that\u2019s \u201c80% uniform.\u201d In other words, reps go through a mostly similar set of exercises and scripts to foster a sense of familiarity for what effective service looks like.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Additionally, Zendesk also has new reps shadow more experienced reps\u2014in addition to assigning them mentors.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This approach is brilliant\u2014not only does it educate reps on what \u201cgood&#8221; service looks like, but it also helps new reps build relationships in the workplace.<\/span><br \/>\n<a name=\"4. Review your customer personas together\"><\/a><\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\">4. Review your customer personas together<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">While customer and <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/user-persona\/\" target=\"_blank\" rel=\"noopener noreferrer\">user personas<\/a> are often associated with marketing and product teams, they\u2019re incredibly valuable to reps who literally work with customers day in and day out. (And if you really wanted to do it right, you could adapt these marketing personas and add more details to them that relate to their preferences when it comes to customer service.)<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To put together a persona, you need to break down the characteristics of your ideal customers. What are their pain points and challenges?\u00a0 What are their most common questions?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you want to build up a kit of <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/marketing-stack\/\" target=\"_blank\" rel=\"noopener noreferrer\">tools for your marketing stack<\/a>, tools like <\/span><a href=\"https:\/\/www.smaply.com\/personas.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Smaply<\/span><\/a><span style=\"font-weight: 400;\"> and Hubspot\u2019s <\/span><a href=\"https:\/\/www.hubspot.com\/make-my-persona\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Make My Persona<\/span><\/a><span style=\"font-weight: 400;\"> are perfect for putting together detailed personas you can share with new hires:<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-2277 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image3-17.png\" alt=\"Detailed personas for new hires\" width=\"989\" height=\"920\" \/><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s not uncommon for businesses to have multiple personas, by the way.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, you might serve both an older and younger demographic who support your business but are interested in two separate products.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">These different types of customers probably ask different types of questions\u2014and need to be handled in different ways. Your older customers may prefer to communicate over the phone, while your average millennial may be totally text-based and expect responses ASAP.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Chances are, you already have a good idea of what your customer personas look like. Regardless, they\u2019re definitely worth writing out and reviewing with your team so everyone\u2019s on the same page when handling customers. (And in this case, a <a href=\"https:\/\/www.ringcentral.com\/call-center-qa.html\">call center quality assurance<\/a> tool can be very useful.)\u00a0<\/span><br \/>\n<a name=\"5. Appoint a decision maker\"><\/a><\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\">5. Appoint a decision maker<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">This might seem obvious, but it\u2019s definitely worth mentioning.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Not all businesses have a formal chain of command when it comes to customer service.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, some larger companies might have Tier 1 support staff who answer basic questions via scripts while Tier 2 and 3 agents are more hands-on, tackling problems that require serious technical know-how.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you don\u2019t have that level of structure for your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/small-business-management\/\" target=\"_blank\" rel=\"noopener noreferrer\">small business<\/a> , that\u2019s okay.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">What matters is that your reps have go-to teammates to report to in case they have a question or are dealing with something that\u2019s beyond their scope of knowledge. By default, this responsibility will likely be assigned to more senior customer service managers.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The idea here is that your reps feel comfortable asking questions rather than trying to \u201cwing it.\u201d This is again an area where a communication tool like RingCentral is useful, as it lets reps quickly ask each other questions without wasting time.<\/span><br \/>\n<a name=\"6. Make customer information available to everyone\"><\/a><\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\">6. Make customer information available to everyone<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">The more information you have on hand for any given customer, the easier it is to address their questions.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, let\u2019s say someone hands off a customer to you that you\u2019ve never talked to before. Without some sort of history or background information, it can be hard to find your footing in the conversation.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That\u2019s a big reason why <\/span><a href=\"https:\/\/www.superoffice.com\/blog\/crm-software-statistics\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">businesses are investing in CRM<\/span><\/a><span style=\"font-weight: 400;\"> (customer relationship management) like never before. These platforms give you a bird\u2019s-eye view of your customers, including their transaction history, notes from past conversations, and contact preferences (think: phone, email, text). With a CRM, you have a detailed history of your buyers and nobody ever feels like a stranger\u2014even if it\u2019s your rep\u2019s first time talking to someone.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If your phone system or <\/span><a href=\"https:\/\/www.ringcentral.com\/apps\/?q=crm\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">communication tool can integrate with a CRM<\/span><\/a><span style=\"font-weight: 400;\"> like Zoho or Salesforce, it\u2019ll make your life much easier. These integrations can do anything from automatically logging interactions such as calls, texts, and emails, to filling out information in your customer profiles for you:<\/span><\/p>\n<figure id=\"attachment_2278\" aria-describedby=\"caption-attachment-2278\" style=\"width: 840px\" class=\"wp-caption aligncenter\"><a href=\"https:\/\/www.ringcentral.com\/apps\/zoho-crm-ringcentral\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"wp-image-2278 size-large\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image4-17-1024x515.png\" alt=\"Zoho CRM Dashboard\" width=\"840\" height=\"422\" \/><\/a><figcaption id=\"caption-attachment-2278\" class=\"wp-caption-text\">For example, Zoho CRM gives you a comprehensive profile of each of your customers, allowing you to <a href=\"https:\/\/www.ringcentral.com\/apps\/zoho-crm-ringcentral\" target=\"_blank\" rel=\"noopener noreferrer\">log everything from notes between reps to calls made from RingCentral&#8217;s app<\/a>.<\/figcaption><\/figure>\n<p><a name=\"7. Be open about your goals and objectives\"><\/a><\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\">7. Be open about your goals and objectives<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Finally, reps should regularly review their goals and more importantly, understand how their individual performance contributes to the business as a whole.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, you may be laser-focused on lowering customer turnover or scoring more positive feedback from buyers. Regularly reporting on these data points will help tie your customer service efforts to concrete metrics that encourage your team to improve over time.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For reference, Xtension\u2019s free <\/span><a href=\"https:\/\/library.xtensio.com\/monthly-customer-success-report-template-and-examples\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">customer success report template<\/span><\/a><span style=\"font-weight: 400;\"> is a great example of how to organize your customer service metrics and talking points:<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-2279 size-large\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image5-14-1024x553.png\" alt=\"Xtension\u2019s free customer success report template\" width=\"840\" height=\"454\" \/><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">What\u2019s the most common reason for the <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/inbound-calling\/\" target=\"_blank\" rel=\"noopener noreferrer\">inbound calls<\/a> you&#8217;re getting? What does turnover look like? These answers should be discussed in the open with your team.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Of course, you need a way to get those numbers and metrics (Whatever service you&#8217;re using for your business phone or communications should have that performance data for you.) For example, RingCentral&#8217;s <\/span><a href=\"https:\/\/www.ringcentral.com\/office\/features\/analytics-portal\/overview.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">analytics portal<\/span><\/a><span style=\"font-weight: 400;\"> includes quality of service reports and<a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/call-center-metrics\/\" target=\"_blank\" rel=\"noopener noreferrer\"> call center metrics<\/a> so you can see things like how quickly you&#8217;re picking up your customers&#8217; calls:<\/span><\/p>\n<figure id=\"attachment_2280\" aria-describedby=\"caption-attachment-2280\" style=\"width: 840px\" class=\"wp-caption aligncenter\"><a href=\"https:\/\/www.ringcentral.com\/office\/features\/analytics-portal\/overview.html\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"wp-image-2280 size-large\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image1-19-1024x835.png\" alt=\"RingCentral analytics portal\" width=\"840\" height=\"685\" \/><\/a><figcaption id=\"caption-attachment-2280\" class=\"wp-caption-text\">With RingCentral, you can <a href=\"https:\/\/www.ringcentral.com\/office\/features\/analytics-portal\/overview.html\" target=\"_blank\" rel=\"noopener noreferrer\">see when call volumes are high, how long people are waiting on hold, and more<\/a>.<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">This can serve as serious motivation for reps looking to improve their individual numbers\u2014and to help the team, of course.<\/span><\/p>\n<h2 class=\"heading h2\"><strong>Ready to level up your customer service teamwork?<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Teamwork and customer service go hand in hand, and both your reps and customers benefit when teams work together.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">From resolving more questions more quickly to building stronger relationships with customers and colleagues, the upside of a team-based approach to customer service is huge.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With the tips and tools above, you can make it easier for your team to provide the kind of customer service that keeps people coming back\u2014and that can make the difference when you and your competitors are neck-in-neck.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>It\u2019s no secret that customer service matters to today\u2019s customers. But exactly how much it matters really can\u2019t be overstated. Fact: 80% of buyers today agree that the experience a company offers is just as important as their products or services. And you better believe that customer service is at the center of providing an &#8230;<\/p>\n","protected":false},"author":1145,"featured_media":40939,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901,4],"tags":[3642,743,402,17959,17960,15541],"class_list":["post-40932","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","category-customer-experience","tag-collaboration","tag-customer-experience","tag-customer-service","tag-customer-service-collaboration","tag-customer-service-teamwork","tag-cx"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Customer Service Teamwork \u2013 7 Ways to Work Better Together<\/title>\n<meta name=\"description\" content=\"Discover how teamwork improves customer service. Learn 7 effective strategies to align your support team and boost collaboration. Powered by RingCentral.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-service-teamwork\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer service teamwork: how to work better by working together\" \/>\n<meta property=\"og:description\" content=\"Discover how teamwork improves customer service. Learn 7 effective strategies to align your support team and boost collaboration. 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