The organizational world is in constant evolution and managers need to ensure that their service team follows it and always has a higher rate of productivity and efficiency, but for that, it is necessary to have the help of tools that contribute to this objective.
Being efficient is not just based on the time your employee spends in front of a screen, but on the way he and the company have organized and understood their roles.
How is the productivity and planning of your service team? To help you improve it, let’s talk a little about why to use them and give you 6 examples of management tools for your business, check it out!
Why Is It Important to Invest in Tools for the Service Team?
With the growth of the company, it is normal that some processes need improvements and even automation, because even the best teams need good planning and management of care.
Given this, the tools can facilitate and streamline processes, making them more organized and efficient. This will affect not only the team but also the customer on the other end of the line, because if the attendant can produce better, the requester will receive a better response and in a shorter period of time .
But it is important to reaffirm that this will not only depend on the service team, but also on the managers, the work environment and even the integration between them. Therefore, it is essential to invest in both the tools and the organizational climate .
6 Tools to Increase the Efficiency of Your Service Team
To increase the productivity of the service team, it is necessary to reduce what prevents them from focusing and giving their best. Good planning and an improvement in the work environment are key factors.
In order to help you on this journey, we have separated 6 tools to increase the efficiency of your team, because, by increasing your income, you help them to regain precious time to dedicate themselves to the jobs that really matter. Look!
The chatbot is a software that has the ability to understand your customer’s questions and based on your business rules, answer those questions in order to streamline the service process. Generally, this technology is widely seen in the relationship and service of companies with customers, but this is not its only use.
The chatbot can be implemented in several areas such as the service desk, SAC , sales , billing and finally, for the company’s internal communication with its employees.
Having good communication with your service team will be essential to make it more efficient, after all, you will be removing the obstacle of not having a command directed and made for it.
In addition, a chatbot can also improve the organizational climate, engage employees, reduce unofficial information and even improve the flow and direction of information.
The omnichannel platform can also help you in this process, after all, it can facilitate the journey of the attendant, who instead of going to each social network to serve, and may even leave others aside, he can have a panel that unifies the company’s channels, being able to attend in order of arrival and not by specific network.
More than that, the platform also manages contacts, that is, if a customer calls you on one network and has a history on another, he will have access and can save the time in which the customer explains this context.
So, in addition to helping the attendant, this platform can also increase customer satisfaction and enable the company to be on multiple channels.
CRM or Customer Relationship Management – Customer Relationship Management, in Portuguese – is a set of systems and strategies that help a company to analyze interactions with customers and create a relationship with them.
It can help your service team reduce and simplify processes and manual effort by leveraging customer information to have your leads, sales, and history in one place.
This platform can help your team and become more productive by being able to store a lot of information and discard the obstacle of having to manually search for each information of each customer in the service.
Kanban is a methodology that assists in the organization and management of projects – it can be separated by sector or by employee.
With it, your company will be able to offer a tool that provides tables, checklists, lists and even cards, for the employee to have all their functions in a single place in an organized way and, for this, it is possible to include links, files and images.
More than that, this tool will help both the manager, who needs to analyze the team’s progress, and the service team, who will be able to have all their daily tasks in a single intuitive dashboard . An easy example of this methodology is the Trello app.
5. Big Data
Big Data is a methodological science that analyzes, treats and obtains information from a large volume of data, which could not be analyzed by normal systems and software.
This science helps companies and teams to achieve faster and more efficiently the optimization of processes and plans. In the customer service team, she will be able to use the combination of data to say which language to use and even which product the customer may be most interested in .
In addition to helping in other sectors such as marketing, with trend forecasts, website and platform improvements, all of this in a more precise and planned way.
6. Knowledge base
Have you ever heard that famous phrase that “ information is power ”? there is no point in having several people to meet the demands of care and none of them being trained to do so. Therefore, the knowledge base can be a solution to train them and store relevant content for carrying out the work and processes.
From service scripts, step-by-step videos, necessary documentation, infographics about the area and even usage manuals, the knowledge base offers a great diversity of file implementation, depending of course, on the search and company context.
Among the many benefits it brings, we can mention the reduction of rework, greater autonomy among the service team, team engagement, greater agility and finally, increased productivity and efficiency.
Using efficiency tools for the service team is essential, because much more than just investing in it, you will also be contributing to improving the work environment and creating an organizational culture of learning.
How has your company been looking at these tools? Don’t be left behind and start a strategy focused on the efficiency of your service team!