Storing information, and gathering others’ input.

Collaborating with team members on different cases or projects.

Hackpad is a web-based collaborative real-time text editor. It’s the best way to ensure everyone gets updates about all the new things happening in the organization, especially with remote teams. Related Post: Why Does 'I' Belong in Every Support Team's Vocabulary? It’s really helpful for support teams because it allows them to get an overview of what’s going on in other areas of the business, such as what strategies marketing is implementing, what your sales targets are, and status about the new releases. Slack is a powerful real-time tool that helps bring your remote teams closer together.

An alternative to email for communicating with team members.

Makes communication more direct and transparent across the team.

Lets you bring together internal communication and collaboration into one place.

You can chat in open channels with your entire team (and other teams) or discuss things internally using private groups. Slack is a chat application which allows you to communicate with your team members. It is open and collaborative, so anyone in your team can see what other team members are working on at any time. It will show you the progress of projects and all the metrics of completed goals by individuals. Your entire team can manage their time and organize their work using cards packed with information.

Keep yourself and other team members up-to-dateĪ Trello board helps you keep of track of what different members of your support team are working on.Compile a task checklist for processes and collect suggestions.Gather feedback from team members on projects or ideas.

Trello is the free, flexible, and visual way to organize anything with anyone. This way your team knows which module needs your quick attention, and which features are most often requested by your customers. Public projects are really helpful as they allow customers to vote for features or watch out for bug fixes.

Teams can create both public and private projects. It also lets you see what your product team is up to, so you know if customer feedback is shaping your product! JIRA helps you bridge the gap between your engineering team and your customers.

Track, plan and roadmap new product releases.

Find and store information about bugs and feature requests in one place.

JIRA is an issue management platform that allows teams to easily manage issues throughout their entire lifecycle. Here are a selection of tools that will help support teams collaborate with ease: 1. Support teams are the link between customers and the rest of the company, so it’s vital that they have the tools to collaborate with colleagues from the support team and other departments. Discover Kayako Self Service Communication tools Here are 14 tools that my team and I use every day to help our customers, without (almost) ever breaking a sweat!Īre you ready to increase your team’s efficiency? Provide a better employee experience and speed up internal support with Kayako HelpDesk. There are loads of tools out there that can help you do your job more easily and make the customer experience even better. Often in support, the pressure is on – how can you and your team achieve the best customer experience possible? This could depend on how much effort you put into carefully wording each support response, or how quickly you can find out what’s causing your customer’s problem. It involves dealing with lots of aspects of the customer experience, from customer interactions and resolving queries, through to working with the product team on useful feedback. Working on the frontline of a support team is a huge responsibility, and a very varied role.

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