Turn your customer support team into an information power house

Posted by: Leanne King /

Customer support teams are uniquely positioned to gather and share rich customer insights and valuable data. Here’s how you can leverage their knowledge and grow your business using the forward-thinking features in Teamwork Desk.


Customer support teams are an incredible source of untapped knowledge within organizations. With direct access to customer feedback and data reflecting how well the company is retaining customers, support teams can provide great insights. Unfortunately, not many companies fully utilize their customer support teams as a resource.

Smart companies understand that support agents need to be equipped with technology that allows them to do their jobs efficiently, but also effectively. At the end of the day, supported customer service teams are far more likely to deliver additional benefits to the company, so it’s important to give them the right tools.

Most companies measure standard ROI metrics for customer support such as CSAT and First Time Response Rate. Teamwork Desk customers have the ability to view all of this data–in real time and in detail–on the reporting dashboard, as well as having more specific analysis such as individual agent reports, customer traffic and most-asked questions.

However, customer support is so much more than expertly resolving customer questions. Getting the greatest ROI from investing in customer service means using the support team as a rich source of information. Every interaction is an opportunity to learn something new about your customers: how they think about your products, the best and worst features, what they think of your competitors, etc.

At Teamwork.com, we have always been advocates of keeping support at the center of our business. Here are some of the ways we have leveraged the knowledge of our customer support team using Teamwork Desk, which have benefitted our business as a whole.

1) Enrich Sales and Marketing Campaigns

Support teams can vastly improve sales and marketing campaigns by sharing what they know about customers preferences and complaints. Based on their daily conversations, they understand competitive advantages and disadvantages of each product. Here at Teamwork.com, we also make use of Teamwork Chat rooms and tasks in Teamwork Projects to facilitate information sharing between support teams and the rest of the organization.

Teamwork Desk also integrates with CRM tools such as Salesforce and Zoho to ensure information from support tickets can flow between teams easily.

2) Channel Attribution

Teamwork Desk has a reporting breakdown of the types of tickets that were received from different channels which provides valuable insights on customer queries. This means you can focus your marketing team’s energy on the issues that your customers care about most.

3) Reports on Team Member Performance

Customer support agents are often the best candidates to fill internal roles due to their extensive product knowledge. Filling a sales or customer success role internally will cut down on your recruitment costs and eliminate the training and onboarding period for a new employee.

Knowledgeable customer support agents will be able to leverage their expertise in a more actionable way within the company, so it’s good to have a quick, accurate way to spot your best support team members. Detailed individual agent reporting features on Teamwork Desk give you those tools, making it easy to identify your support superstars when it comes time to fill a position.

4) Product Roadmap

Customer support agents can suggest improvements to existing products or offer advice on new features. Their insights from customer requests, feedback and even complaints will help the product teams build excellent customer solutions without having to test the product first.

This is a great resource for product managers, developers or engineers, especially when they are writing specs and developing the product roadmap. Teamwork Desk also allows support agents to create feedback loops by using features such as private notes and popular tags to monitor trends within support tickets.

We built Teamwork Desk to provide companies like yours with the tools to move beyond viewing the support team as a cost center and start viewing it as a strategic partner.

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Leanne King
Corporate marketing manager

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