How to Collaborate Across Teams to Scale Online Reputation Management

Timi Chu
Timi Chu , Senior Product Manager, Reputation.com

Sally calls your office to inquire about replacing the broken washer/dryer in her apartment unit. Unfamiliar with the newly-acquired building that Sally resides in, you look up the property manager in your CRM. The property manager passes you off to the budget manager, whose voice box is full. A few weeks later, Sally has loads of dirty laundry when the property manager finally gives her a call. By now she’s furious — and considering giving her 30-day notice. In fact, she may already have another apartment picked out.

Unfortunately, this scenario is a common one. According to Forbes, the most common place that balls get dropped in customer service and the customer experience is on the handoffs. But dropping the ball can lead to customer attrition — faster than you can dry a load of socks.

In complex, multi-location organizations, decisions about how to respond to customer complaints often require input from multiple departments. Organizations that use a common ticketing system that automates workflows can collaborate across teams seamlessly and in a timely manner.

Here are some ways Reputation.com’s workflow automation features make internal collaboration easy:

Creates Clear Points of Contact

There is nothing worse than being put on hold, only be to be handed off to the wrong person.

Reputation.com Actions is location-based, so you’re on a first-name basis with each location manager. Each user has a clear role in the service recovery process, and the system notifies them immediately and reminds them of their responsibilities.

This helps to unify your organization and to improve collaboration, enabling your team to assign tickets to the appropriate owners, and eliminating external email follow-up.

Holds Each Team Accountable

Out of sight, out of mind, right? We understand that the customer standing in front of you is always going to take priority.

With Reputation.com Actions, ticket owners are reminded on a regular cadence to provide an update on the service recovery process. Once the ticket has sat idle for a certain period of time, our automated workflows can escalate the matter to the appropriate team or individual. And you can customize workflows for your organization and processes.

Maintains Full Context

As if being put on hold wasn’t bad enough, customers are often asked to  rehash their entire traumatic experience to three different people over the course of the resolution process.

Reputation.com Actions keeps the conversation fluid by providing full context within the ticket. Any files and photographs can be held as attachments, and ID numbers or descriptions can all be maintained in standardized fields. These fields are then reportable in custom dashboards for each of your teams.

Don’t Drop the Ball on Your Customers

Mistakes, issues and complaints are bound to happen occasionally, and the way you handle them can determine whether you lose customers or gain their trust. According to Cora, 89.7% of consumers would give businesses a second chance before giving up on them for good — but your ability to meet their expectations for service recovery is a key factor in building customer loyalty.

Reputation.com Actions immediately alerts teams to issues that require their attention. Remind your team of issues that have been sitting idle, and escalate complex issues that require urgency. You can learn more about our innovative ticketing solution here.