What is collaborative customer service?

Collaborative customer service is an approach that uses teams of agents to solve complex customer service cases. In this approach, customer service agents work with colleagues to solve complex issues in organised groups, ensuring the weight of each problem is shared between two or more agents at any one time and relieving the burden on the individual while promoting team-based problem-solving solutions.

What are the benefits of collaborative customer service?

Collaborative customer service reduces overall stress and equalises your agents’ workload. Team members no longer feel isolated and can work in teams to solve complex problems. Playing to each of their strengths means greater productivity and a greater sense of achievement.

Collaborative customer service not only benefits customer service agents, it also leads to more efficient case management as other agents within the team can act as a failsafe against a lack of progress.

How to get started with collaborative customer service

If you’d like to find our more about collaborative customer service with Mobile Service Cloud solution, get in touch today.