The best customer service is a group effort

By Brian Reuter

Published April 23, 2017
Last modified June 30, 2020

You’re a busy support leader with a team to manage and KPIs to meet. Up and to the right is a series that focuses on simple, actionable tips you can use right now to meet your goals.

Many teams at your company help to support the relationship between your business and your customers. While customer service handles many of the day-to-day questions, other teams like sales and billing jump in when another opportunity develops or when there’s an error with an invoice.

You probably distribute requests like these across multiple departments today, but are you able to ensure that nothing slips through the cracks? Is your team’s backlog growing because of tickets that are actually best-suited for another team? Is customer satisfaction dropping because of a fragmented experience as customers are forced to jump from department to department?

This post will explain how groups in Zendesk Support can help you get organized and provide the best customer service.

A quick primer on groups
A “group” is simply Zendesk terminology for a collection of agents. You could organize your groups by department (ie. tier 1 support, tier 2 support, sales, billing, etc.) or even by skill set (request type, channel, etc.).

Once set up in your account, you can assign tickets to the entire group, create views for these different teams, report upon performance across your departments, and more.

A group within a group
As a support leader, you likely oversee multiple teams within your larger customer service department. Many organizations operate a multi-tiered approach to support such as:

  • Tier 1: First ones to touch a ticket, solves most of them, provides multi-channel support
  • Tier 2: Handles the tougher tickets, provides in-depth troubleshooting and investigating

By recognizing these different tiers as groups in your account, you’re able to clearly monitor workload throughout the day, plan ahead when it comes to future headcount, and identify opportunities for training.

Who else should join?
Which other departments help out with tickets before or after they arrive on your team’s desk? Every team that communicates directly with customers throughout the lifecycle should be communicating from within the same platform to drive efficiency, increase visibility, and improve collaboration.

Here are a few common examples:

  • Sales: Do account managers often pass technical questions your way or are you escalating sales opportunities frequently?
  • Billing: Does the finance team leverage systems you can’t access to process discounts or offer refunds?
  • Product development: How do you pass feedback and feature requests from customers to your product team?

Each of these teams (or potentially others depending on your use-case) should be set up as a group of agents in your account so they can easily collaborate on tickets while having access to the full context of the situation.

What’s in it for me?
Sure, providing other teams with access to your account obviously makes their lives easier, but it’ll provide returns for your team as well. Gone will be the days of playing messenger between the customer and another department. By providing a direct line of communication from the customer to the appropriate group, your team’s ticket volumes can start to decline.

That’ll ultimately free up more time for your team to help customers that truly need your guidance- which makes them happier and you more successful.

See the value gained by other customers after bringing additional teams into their Zendesk Support account

Learn more about creating, managing, and using Groups