5 Ways to Improve Internal Communication for Providing Better Support
Communication can prove to be an advantage or an impediment in the long run considering how it has been fostered within the company in the past. A company that has valued the role of communication since its inception is likely to have better understanding throughout its hierarchy, allowing it to move in a direction with objective clarity. However, in a company where the need to clearly communicate hasn’t been stressed enough, misinterpretation across the organisational layers is a common thing, which ultimately leads to fiascos when the instructions from the top aren’t understood properly by the employees.
The confusion and oblivion, born out of poor communication, are specially punishing when they plague the customer support department. In the worst scenario, customer support representatives first come to know of one of their company’s ventures through a customer.
Read on to find out the reason for this communication gap and how you can eliminate it for providing better customer support:
1 Hire a customer support head who is keen to communicate and easy to approach
A group’s behaviour is heavily inspired by the behaviour of its leader—the followers go where the leader points to. Thus, it is crucial to place the responsibility of managing your company’s customer support department in the right hands.
Appoint as in charge a person who is ready to not just communicate but also enunciate his ideas and thoughts to the team and is ready to listen to their feedback earnestly with an open mind. And, strictly refrain from appointing a leader who discards his team’s views as unworthy because such a person can instil an oppressive and dictatorial aura in the team, which is the last thing you would want to happen.
For better customer service skills, a deeper insight of the company’s strategies is mandatory and that can be easily provided under the supervision of a support team head who bridges the communication gap between his superiors and his team.
2 Encourage interdepartmental communication
The various sectors of your company are like the vital organs of a human body, if even one of them fails to function properly, the person falls sick. Similarly, if even one of your company’s sectors fails to operate properly, the entire organisation suffers from the consequences. And, arguably, the most important sector in any company is the one directly interacting with the end-users, which is the customer support sector.
When the customer support is prone to making silly mistakes like failing to identify a product correctly, it leaves a poor impression on the customers who may end their association with your organisation on that very basis. These silly mistakes creep into the support sector because of poor communication between the support staff, the management, and the product engineers. To overcome this problem, you can hold interdepartmental meetings within your company, where each department can share its status quo with others. This type of communication across distinct departments also invokes the feeling of belongingness among all the employees.
3 Promote use of communications software
Technology holds the solution to almost every problem nowadays and the same applies to this case. You can encourage your employees to interact and collaborate efficiently from the comfort of their desk using Slack which is very prevalent in the professional world at the present time. For ensuring a constant flow of information between the product developers and the customer support team, you can ask them to share their work achievements and monthly work goals on Slack. This way one department would regularly be aware of the activities of another, reducing the chances of either party missing out on important updates.
4 Blur the dividing lines of hierarchy
For there to be uninhibited communication between the bosses and the employees, the hierarchical structure must be put aside for the time being. Only after acknowledging the importance of each employee’s opinion regardless of position, there can be unhinged and unrestrained conversational flow from, say the customer support to the management and vice-versa. This makes sure that the support team is well-informed of your company’s actions and doesn’t feel left out. A feeling of alienation in the customer support department is a serious no-no as it can cause the support representatives to perform poorly due to lack of recognition of their role.
5 Maintain transparency
It is a good practice to remind the support team about the short-term and long-term goals of your company on a regular basis. The more they know about the main mission of the organisation they work for, the better they will align themselves to help you accomplish it.
Everyone likes being part of something big and the customer support team is no different. This contagious feeling of contributing to a big end-product reflects noticeably in their performances. From that point onwards, support agents work more confidently and sharper than usual as they possess complete information about the company’s current services while also having foresight of the company’s forthcoming product plans.
Smooth communication within an organisation is a big factor in successful execution of its plans. The above six cues must be followed to avoid the breakdown of smooth communication between the internal teams and ensure the best quality of customer support.