Mix of Support Team Strategy

 

When I talk about the Type of Customer Support Team this is just a Framework. The organization has its own way of Structuring its Customer Support Department. The above given is a sample structure used by many Customer Support Organization. Again, this could change depending upon your Business Goals & Customer Support Department Strategy.

Customer Service Team: Some companies have structured Customer Service Team as the Level 1 Team so all the request sent by the Customers will first go to Customer Service Team. They are accountable to handle basic queries for which they have received the training. Also, they are Accountable to filter the Query coming to the Customer Support Queue and assign it to the appropriate department and level of groups. For example, A Customer Reported an Error, and the Customer Service Team doesn’t have the expertise to resolve it so in such a case the Customer Service Team will assign the case to Techsupport because they have the expertise to understand the Error and provide resolution 

Techsupport Team: Every Software & Technical Company in which technology is involved establish a Techsupport Team under the Customer Support Department. These people are trained Technically to troubleshoot the case and provide a temporary solution & permanent solutions to the customers. The cases in which they lack expertise are escalated to higher-end Teams who are much more technical in nature (Example Engineering Team or Product Team) for further resolution. They follow the Incident & Escalation Management process as designed & aligned by Customer Support, Business & Engineering Heads. They are also responsible to create Internal Knowledge articles so that complex Product knowledge is maintained within the Techsupport Team.

Billing Team: Every company has its Billing, Account & Finance Team who generates Bill for their client which is sent on an Annual or Monthly basis depending on their Business rule. So, you may think about how a Billing Team works under Customer Support Department. Let me give an example. (After the Billing process is completed many customers, they contact the Customer Support Team to understand their Bill). So, in order to serve them effectively many companies have established “Billing Team” under the Customer Support Department who are only Accountable to address the Billing Question & Billing discrepancies of their Clients. This Team are also responsible for Billing collections and keeping track of Billing due to date extension request. They will contact the Client as per their request and will ensure that the Bill is paid by the client. In this way, the Monthly Recurring Revenue of the Business is managed and maintained

Customer Success Team: Let me first explain to you the difference between a Customer Support Team & Customer Success Team. Customer Support Team is reactive in nature i.e. they provide resolution to the client after they contact the Support Team. However, Customer Success Team is proactive in nature i.e the moment clients start using the product they will interact with them to understand their goals and objectives and will guide them about how to leverage the system. So that client doesn’t contact Customer Support Team for basic questions. Also, companies assign specific clients to the Customer Success Team who are basically high-value client to proactively track their activity, so that if they encounter any issues it can be resolved before they contact the Customer Support Team. The Overall Strategy is just to establish a Customer Success team under the Customer Support Department is to retain the Existing High-value client, so that the Monthly recurring revenue can be maintained.