Team collaboration and cooperation to complete tasks is a hallmark of any great organization. When teams collaborate effectively it creates winning conditions and great outcomes can result. Winning conditions such as having the best equipped team and agents for each stage of an email transaction to assist customers – and results: providing them with complete and concise service.
The major stumbling block for collaboration amongst teams is the way messages are passed on, most often by forwarding the email – which is messy and inefficient. Forwarding messages can create confusion as now a copy of the message exists in two or more separate team mailboxes. When multiple teams or agents are responsible for an email at the same time, then no one is, which leads to service inconsistencies and “I thought you had it” moments.
Additionally, forwarding an email from a team using Response to a team without Response creates blind spots in tracking and reporting. When a customer’s inquiry is managed between multiple teams and agents it can be difficult to pinpoint the origin of a slow or missed reply and how to improve your processes in the future.
With Response as a customer email transaction progresses it can be reassigned to different teams with a simple drag and drop in Outlook. It can even be assigned to a specific agent on a team to be worked right away and once the agent has completed their task, they can reassign the message to the next team. A classic example is a quote request moving from Sales to Orders once a PO is received and from Orders to Shipping once the order is processed. Additionally, since a thread can only be assigned to one agent at any given moment managers will always know which agent and team is currently responsible for each email transaction on the go.
Response takes the pain out of team collaboration with email, while providing a comprehensive reporting and an audit trail, so you’ll always be in the know!
Adding Response licenses is easy, to add more teams contact your account manager today!