What Makes an Effective Internal Support Team?

The role that outstanding customer service plays in a business’s success is indisputable. Countless businesses have risen to new heights simply because of how diligently they listen to their customers’ concerns, and many have failed because of poor customer service. This alone is proof that the support team acts as the backbone for other operational departments in a company. But just the way a company’s customers deserve access to solutions, so do the employees. Having a solid internal support system can catapult the employee productivity level to new heights. Curious about how to set up an effective internal support team? Read on to find out exactly what you need to look for.

Structure of the Internal Support Team

There are some key departments that must be part of your internal support team. The job of the individuals on this team is to make everybody else’s day a little bit easier. So, you must consider all the problems your employees could face. If they’re not feeling well or not adjusting well in the culture, they would need HR’s help to assimilate better. If their computer and equipment malfunction, they will need the IT guy to come and fix it for them. If they’re struggling to collaborate with somebody from another department, they might need a mediator to help create interdepartmental collaboration. Lastly, you need on-duty staff who can manage the facility so that employees can focus on their work properly.

Offer Multiple Support Channels

Every office has a preferred way of running things; some might have a system of just calling the internal support team office and filing a complaint. But it is best to offer your employees multiple channels of seeking support. For instance, you can let them drop a support request at the website, via email, via phone, or even offer Slack integrations with the support team. The idea is to make the internal support system as accessible as possible so people can reach out for help; however, they find it easy to use.

Avoid Being Understaffed

When customers reach out for support, they want their responses fast. If somebody’s computer malfunctions and they have a project deadline to meet, they would obviously require a swift response. But if your only IT guy is out on his lunch break, your internal support system is failing to meet the requirements of your employees. It is best to have an additional resource on the staff than to be understaffed. Because, regardless of how good a support system you have, if they are overworked or unavailable at the time of need, it will surely lead to unrest among the employees, and they won’t feel supported by the company.

Train Your Staff

Having a small well-trained staff at hand beats having multiple lots of untrained but cheap support staff options. You’ll be surprised at how underrated it is to have an exceptionally trained internal support system that can keep the cogs in the wheel functioning. Set up coaching and training classes for your internal support system so that they learn and evolve with the company’s needs. Investing in their training will pay you back via increased employee satisfaction that ultimately translates into higher revenue due to employees working diligently. Consider installing a call center learning management system in place to teach and train your support staff.

Keep The Communication with Employees Open

Make sure your support staff is constantly getting back to your employees regarding the status of their queries and general updates about IT systems, updates about the work facility, and anything important they should be aware of in the context of the workplace. Also, make sure that your internal support team is equipped to care for an employee the same way they would care for an external customer. Allow your employees to provide feedback on the internal support system and monitor it regularly to ensure they are satisfied with the support system set up for them. Always double-check after implementing any changes in the system to ask if they have planned out as your employees wanted.

Conclusion

As your company grows, having an internal support system will become absolutely indispensable, even if you can get by without it for now. Just keep the tips given above in mind when setting up your internal support system and you’ll be good to go.