Support team productivity hacks: tools and tactics

A productive support team equals seamless customer experiences. It's because support agents are on the front lines, managing issues, responding to customer needs, and ensuring that each interaction leaves customers with a positive impression. When there are no strategies and tools, support teams fall apart when overwhelmed by tasks. 

This article dives into actionable productivity hacks, tools, and best practices to keep support teams at the top of their game.

Hack 1. Implement a unified ticketing system

When support agents can view and respond to all customer inquiries from one place, they reduce the time spent toggling between channels and avoid missed messages. Usedesk, for example, offers a unified dashboard that integrates emails, chat, social media, and other platforms, so your team can stay organized and responsive.

Hack 2. Set clear SLAs and response times

Setting Service Level Agreements (SLAs) for response and resolution times creates a reliable framework for productivity. It gives agents a sense of urgency and lets customers know when to expect a response.

Best practices

• Monitor compliance. Regularly check SLA compliance rates to identify any bottlenecks.
• Prioritize urgent requests. Use color-coded or urgency-based tagging to make sure urgent issues are front and center.

Hack 3. Use automation for routine tasks

Automation is a game-changer for support teams. By automating repetitive tasks, such as sending out follow-ups, requesting feedback, and updating ticket statuses, teams can focus on more complex issues that require a personal touch.

Automation ideas

• Canned responses. Use pre-written responses for common queries.
• Automated follow-ups. Schedule reminders for customers to rate their support experience or provide additional information if needed.

Hack 4. Encourage knowledge sharing 

A well-maintained internal knowledge base ensures that agents have quick access to answers for common issues. Documenting processes, solutions, and FAQs improves efficiency and reduces the learning curve for new agents.

Key elements for a knowledge base

• Categorized sections. Organize topics by category for easy navigation.
• Up-to-date information. Regularly update information to prevent the use of outdated procedures.

Hack 5. Develop skillsets 

A strong foundation in product knowledge and communication is essential for support teams. Holding regular training sessions on new features or complex issues empowers agents to handle inquiries more effectively.

Training ideas

• Soft skills training. Equip agents with communication strategies, especially for dealing with difficult customers.
• Feature deep dives. Review new features or products so agents are well-prepared for related queries.

Hack 6. Streamline communication channels

For efficiency, it's important to limit and organize communication channels within your support team. Using a central communication platform helps agents stay updated on critical announcements without distraction.

Tips for managing communication

• Set communication protocols. Define when and how team members should communicate important updates.
• Centralize team announcements. Use a platform that stores past announcements so agents can access them as needed.

Also, consider using collaboration tools that boost your team's productivity with a range of essential features. Orchestra is a great example, combining messaging, task tracking, calling, and file sharing in a single app. Try and see for yourself ➜

Hack 7. Adjust workflows with metrics

Tracking metrics like average response time, ticket resolution time, and customer satisfaction scores is essential for gauging team performance and identifying areas for improvement.

Key support metrics

• First Response Time (FRT). The average time it takes for agents to send the first reply to a customer.
• Resolution time. The time it takes to fully resolve an issue.
• CSAT scores. Use customer satisfaction scores to gauge success and identify improvement areas.

Hack 8. Combat burnouts for long-term productivity

Support work can be mentally exhausting. Encouraging a healthy work-life balance is key to preventing burnout and retaining talented agents. Flexible schedules, mental health days, and regular check-ins help maintain a balanced environment.

Best practices

• Encourage time off. Allow agents to take breaks or time off after handling high-stress situations.
• Regular check-ins. Conduct brief wellness check-ins to ensure team members are feeling supported.

Hack 9. Use collaborative tools to resolve complex issues

Sometimes, resolving a complex issue requires input from multiple team members. Collaborative tools can make it easy to share insights, tag colleagues, and resolve issues faster.

Recommended features

• Internal notes and comments. Enable agents to share details with teammates without displaying them to customers.
• Cross-department collaboration. Use a tool that allows agents to bring in insights from other departments when needed.

Hack 10. Regularly request and act on feedback

Feedback from both customers and agents is crucial for ongoing improvement. Actively soliciting feedback can reveal blind spots and inspire new ways to enhance productivity.

Ways to collect feedback

• Customer surveys. After ticket closure, ask customers to rate their experience.
• Agent feedback. Hold quarterly feedback sessions to identify pain points within your team.

To keep a support team productive, use smart tools for your team and the customers they support, clear workflows, and a positive work environment. By using these strategies and tools like Usedesk, support teams can work more efficiently, respond faster, and create a culture of ongoing improvement.