What is customer support?
Customer support can include an array of different services, aimed at supporting and assisting a company’s clients to encourage the correct use of a product. It includes assistance in installation, onboarding and training, troubleshooting, maintenance, and can even include upgrading and extending usage to other company products.
Why is it important?
Most companies today realise that having a good customer support team working to assist their clients is a huge part of the company’s success.
A client’s success is a company’s success, and so finding the best way to manage the customer support team and ensuring the quality of support is top-notch are all important aspects of a successful Customer Support team.
Use this guide to help you get your monday.com account set up to help you best manage your customer support team’s operations, quality assurance, as well as support tickets.
Setting up your Customer Support Teams Board
In most cases, customer support is a large part of the company, having representatives situated across multiple different offices, or even working remotely. This board gives you the ability to organise where each team member is located, what position they hold and which sub-team they’re a part of.
To set up this board, we’ve decided to group our board based on the various positions within the customer support team. However, you might want to group them based on locations, based on sub-teams and so on.
Each item on our board represents one of our superstar team members
The columns will be used to represent important employee information.
- People column to indicate the employee’s manager
- Numbers column to show Employee ID
- Status column to show employee’s Availability
- Date columns to indicate employee birthdays, hiring dates
- Tags column to indicate the team employees belong to
- Formula column to show how long each team member is in the company
To learn more about all the different columns available, see here
Use the Saved Filters for Different Team Views
With the help of the Advanced Board Filters, you can filter which team members belong to which teams and save these views for a quick and easy overview.
Automate Important Dates using Board Automations!
We love to celebrate our employees’ work anniversaries and birthdays, so we use an automation to remind us whenever these dates are coming around to prepare accordingly. To set this up, we chose this automation from our automation center, customize the relevant elements and add it to our board.
We’ve decided to notify the specific manager of that team member, but you can notify the entire team if you'd like.
Now, there’ll be no more forgetting your team member’s special dates! You can also use the automations to send out reminders for end-of-the-month hourly reports, when new employees are added to the team and even more!
Setting up your Weekly Shifts Board
Building your board
Customer support teams usually work on a weekly shifts basis, so this is one of the most important processes to manage within the team. It’s important to make sure that everyone is aware of when they’re expected to work and in order to manage changes transparently and efficiently.
Monday.com’s flexibility allows you to manage this process in various different ways. Check out just one example of how we’re doing it:
On this board, each group will represent a week within any given month.
Each item on this board represents a day of the week and will recur throughout every group.
The columns on this board will be used to represent specific dates, the times of the different shifts and who will be on which shifts. The following columns are included:
- Date column to show the specific dates
- People column to assign team members to the different shift times.
Sync your shifts to your calendar and never forget a shift again!
While some team members work full time, others may be part time workers. Working on a shift’s basis, makes it rather difficult to keep track of when each team member is working. By syncing up your date column to your calendar, you can ensure that no confusions occur. To do so, simply click on the date column settings and start syncing!
Setting up this board is super simple and makes shift planning much easier than ever before!
Now that you have all your shifts planned out for the next month, let’s check out some more tools you can add to this board to help you make team collaboration and shift management even easier!
Add time tracker to clock team member’s time
By adding the time tracking column to your boards, you can have your team clock in and out every shift, and calculate their hours at the end of the month.
To learn more about the time tracking feature, check out this article.
Use the Update Section for team members to exchange shifts and write notes:
With the help of the update section, team members can easily communicate with one another to switch shifts and share notes with their managers. They can @ mention one another, and see who has viewed their update to stay on top of their workload and make sure everything is aligned!
Setting up your Ticket Tracking Board
Building your board
Support teams often use different platforms to manage their incoming tickets, to correspond with clients and track ticket trends. Being able to consolidate all this information into one central work hub can take your daily workflow a step up! With monday.com’s external integrations, we can integrate with other platforms to automate and streamline many of these processes - bringing value across your many teams.
This board is great for tracking specific ticket topics being received in order to optimize both the support provided, as well as provide product feedback.
On this board, each group will represent either reviewed or unreviewed tickets.
Each item will be a ticket such as an inquiry or question from a user related to a specific topic.
Some fundamental columns will be used on this board, to represent the team member who handled the ticket, the date the ticket was closed and the review status.
Now that you have the basis of your board setup, let’s take it up a notch with some more advanced features!
Integrate your Boards with External Platforms to Create a Work Hub
Monday.com allows you to integrate with Zendesk, a ticketing system, to pull any relevant client inquiries, feedback and questions. In turn, this information can be evaluated by the customer success teams, product teams, growth teams and more to bring about positive improvements to the platform.
For example, if we’re interested in tracking the billing related tickets being received over a period of time, we can set up an integration with Zendesk to pull all related tickets into a monday.com board to then review and analyze later on.
For this instance, the following recipe would best suit us:
When setting up the integration, we’ll need to go ahead and customize which exact tickets should be pulled into my monday.com board. We made sure that any ticket tagged as Billing will be transferred to our board.
To learn more about this integration, see here. Now, I can use this information to understand a recurring theme in all my billing tickets and provide data-backed ideas to the customer support and product team.
Setting up our Customer Satisfaction Ratings board
Building your board
One of the best ways for support teams to measure their success is by sending a customer satisfaction survey after client inquiry has been closed. We can do this right here from monday.com too, using the Forms View.
The Forms View allows you to convert a monday.com board into a form and share the link with internal and external people as well. This allows you the ability to send out survey forms to your clients, embed this on your website or attach to an email. We’ll see soon how to set this up!
To get started, first go ahead and create a board with all the data you’d like to collect from your clients about their satisfaction. It could look something like this:
The groups of this board are broken down based on a monthly basis.
Each item will represent the survey response from every client.
The columns will reflect responses to each question as well as some other important information about the client’s enquiry. The columns we’ve added to our boards include the following:
- Voting Columns to reflect the client satisfaction of certain criteria
- Text column for comments
- Formula column to calculate the sentiment based on the client ratings
- Timeline column to reflect the duration that the ticket was opened
- Dependency column linking two dependent tickets to each other
- Unique ID column to provide each ticket with a unique reference number.
Now that we have the board basics, let’s flip it into a Form to send out as a shareable survey! To do so, search the Form View from the list of views and add it to your board.
The Form view
With the Forms View, every column on the board will become a question on the Form. We can customize the form to have different headings as the columns of the board, to make specific questions mandatory as well as hide certain questions as well.
Send out this survey link to start gathering feedback!
Now that our survey is ready, we can add it to our emails, embed it on our website or automatically send it out to clients through an email integration to start gathering feedback. Every response from a user, will automatically create a new item on your board allowing you to collect the information in the easiest way possible.
Use Chart Views to Analyze the Data and Gain Insights
The Chart View is a great tool that allows you to analyse the data in your boards and draw important insights and actions from it. This is especially great for managers who want to report to higher management and provides a super visual way of seeing things.
In our case, we can use the chart view to analyze how each of our teams are doing in terms of the average customer satisfaction. Here, we can see an overview of our service ratings, product ratings and overall score.
Adding the Chart View can be done in the same way as the Form View.
From the settings section, we can define the type of graph we want to look a, which column we’d like to analyze, and the values of interest. In this example below, we’re interested to see our overall score for our service based on all reviews from our clients. We can see that the average score from our clients overall (based on our product and service ratings) is 5 stars.
Pull Together all Customer Support Related Data with Dashboards
To get an overview of what’s happening across your entire account, you can use Dashboards! This is great for reporting purposes, for managers to see how their team is performing, for goal setting and measuring success.
By adding different widgets to your Dashboards, you can get both more in depth breakdowns of your data or a high level view to make data-backed decisions.
Lastly, we’ve added the Battery Widget to monitor how far along we are in reviewing all necessary billing related tickets.
To learn more about dashboards, check this out.
There you go! Get started today managing Customer Support using monday.com!