Report

A Collaborative Approach to Customer Service Will Drive Higher Customer Satisfaction

PagerDuty believes a digital business is a customer-centric business, requiring a customer-centric culture across the organization. Gartner recommends providing digital collaboration tools to enable various functional teams to be responsible for delivering quality customer service and be measured on team performance as it relates to customer service.

From this report, “application leaders responsible for customer service technologies” and operations can learn:

  • “Improvements in customer satisfaction are more achievable when using digital workplace practices to engage teams with collaboration tools.”
  • “Create a stronger customer-centric culture by redesigning the customer service operation to be a responsibility shared between teams of employees with metrics based on team performance.”
  • Marketplace availability of connectors between customer service applications and workstream collaboration platforms will be key to enabling effortless collaborative customer service.

A Collaborative Approach to Customer Service Will Drive Higher Customer Satisfaction, Steve Blood, Simon Harrison, Nadine LeBlanc, 17 December 2019

Report

A Collaborative Approach to Customer Service Will Drive Higher Customer Satisfaction

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PagerDuty believes a digital business is a customer-centric business, requiring a customer-centric culture across the organization. Gartner recommends providing digital collaboration tools to enable various functional teams to be responsible for delivering quality customer service and be measured on team performance as it relates to customer service.

From this report, “application leaders responsible for customer service technologies” and operations can learn:

  • “Improvements in customer satisfaction are more achievable when using digital workplace practices to engage teams with collaboration tools.”
  • “Create a stronger customer-centric culture by redesigning the customer service operation to be a responsibility shared between teams of employees with metrics based on team performance.”
  • Marketplace availability of connectors between customer service applications and workstream collaboration platforms will be key to enabling effortless collaborative customer service.

A Collaborative Approach to Customer Service Will Drive Higher Customer Satisfaction, Steve Blood, Simon Harrison, Nadine LeBlanc, 17 December 2019