Many business owners see their support and sales team as two completely independent departments that have nothing to do with one another. They think that the only thing that those two teams have in common is customer interaction – sales reps until customers make a purchase and the support team if any issues arise after the purchase.
Keeping the two teams separate, however, is actually a mistake that can lead to poor customer journey. In order to create better customer experiences, you should make sure that your support and sales team are completely aligned and work in harmony. Why? Because by creating excellent customer experiences every step of the way, you are building stronger relationships with every person interacting with your brand and making them fall in love with your company.
Let’s say, for instance, you are selling a piece of software and your sales rep closes a sale by promising some features that your software actually doesn’t have. Your support team will be stuck with a customer who bought what they were not looking for in the first place. The result would be a bad customer experience and lost revenues. Here’s what you can do to make both teams collaborate effectively.
Teach Your Support Team to Fuel More Sales
You may be thinking right now that sales reps are those who should try and fuel sales, because your support team is there only to provide additional help after the sale, if any kind of help is needed. However, it is much easier to increase sales with existing customers. When you have satisfied customers with whom you have already built close relationships, you can easily keep them engaged and interested in your offerings.
Your support team can try and sell additional products or services to your satisfied customers, since they already know the benefits of your company and your edge over the competition. Your sales reps can provide tips and advice for closing a sale, so that your support team can effectively funnel people back to sales. This is perhaps, the most important reason why the two teams should always work together in harmony.
Conduct Cross-Team Training
Just as your support team can learn quite a lot from your sales team, your support agents can also teach your sales reps many tactics for engaging prospects in your brand. This is precisely why you should conduct cross-team training on a regular basis.
Your support agents have a unique understanding of how exactly your customers use your products or services. That is something that your sales reps should have a clear insight into as it will help them close more sales as they will learn the art of persuasion.
Cross-team training will help both teams understand one another’s processes and daily tasks much better, which helps them become more aligned. They have one end goal, which is making your customers satisfied, and training together will help them understand the dynamics to reach that goal. Joining forces will enable them to work together as a single organism, and there is nothing more important for your company than having such strong teams.
Schedule Regular Meetings
Apart from training together, your support and sales team should also meet regularly to discuss the best practices for forming strong customer relationships and increasing sales. You should schedule regular meetings in order to promote communication and collaboration and encourage both the teams to work together efficiently.
By sharing experiences and providing useful advice among themselves, they will get a dual advantage. Not only will they understand each other’s challenges , they will also learn to make a better effort for increasing sales and promoting customer satisfaction.
Those meetings may not lead to immediate results, however, you can be sure that regular meetings will definitely be fruitful in improving your bottom line.
Harness the Power of Technology
With an abundance of online tools and various types of software nowadays, there is really no excuse for not harnessing the power of technology to streamline your daily operations and enhance customer experiences.
By providing your sales team and support team with different software, not only will you help them learn more about your customers and simplify their daily tasks, but you will also facilitate much better collaboration and communication among them.
For instance, live chat software would be of immense help to your support team, as they can interact with customers in real-time and offer proactive support, not to mention that customer tickets and the necessary information would be only a few clicks away. Armed with all the information that live chat software can provide, your agents can easily create the best possible customer experiences and significantly contribute to your company’s success.
Just as Live Chat Customer Service software is crucial for your support agents, you should provide your sales team with a reliable CRM system, software for email tracking, as well as other tools for organizing their sales pipeline to educate them about closing more deals.
As you can see, you should never keep your sales team and support team separate, because they can achieve incredible results by working together. Therefore, encourage good collaboration among them because only when they work in complete alignment will they successfully meet the needs of every single customer.
Jason is a technical writer currently associated with ProProfs Chat. He enjoys writing about emerging customer support products, trends in customer support industry and the financial impacts of using such tools. In his spare time, Jason likes traveling extensively to learn about new cultures and traditions.