The adoption of Microsoft Teams has been nothing short of staggering. Teams helps more than 115 million daily active users to connect and collaborate through video conferencing, file sharing and productivity tools.
At the same time, the widespread adoption of digital tools has led to higher expectations from customers when it comes to service and responsiveness. This makes strong customer service a key differentiator between businesses and their competition. Simply put, a great CX strategy is key to success.
So – to bring the two together – how does Microsoft Teams fit into a modern CX strategy?
In the ever-evolving world of customer experience, a CX strategy must work across all business functions, Teams gives employees the full visibility across an organisation, including the availability of individuals to take part in conversations or carry out actions.
Connecting the entire workforce in this way means that users can collaborate seamlessly, without the loss of time, travel expenses and efficiency costs that come from trying to match diaries or bring multiple people together virtually or in person.
This simple, immediate overview of availability reduces the time spent in setting up and organising meetings - simply log on and send invitations, and the meeting is ready to go. This streamlined communication makes for a far more direct customer experience, meeting their needs efficiently and improving first call resolution metrics.
Alongside advanced front end communications, Teams empowers strength in backend collaboration – connecting internal teams regardless of location, connected through chat, voice, and video calls.
For example, if a customer comes armed with a difficult query, agents can look through the company directory, see who is available and start a chat with an internal expert to get answers quickly. If the subject requires further discussion, the agent can route the client directly to an expert’s device, forwarding the relevant information so the customer does not have to repeat information or go through an identification process more than once.
The dominance of Microsoft Teams does afford several opportunities for modern, connected organisations – meaning that they are often using the same platform as colleagues, customers and suppliers.
Teams also has the versatility to integrate with other systems, helping to fill in gaps where it is recognised as being less capable. For example, detailed metrics are often required to give organisations a view of how effective their customer interactions are.
Alone, MS Teams does not give access to interaction recording, quality management or insights – but integrating with cloud contact centre solutions and performance reporting platforms can add this functionality.
So, the key to using Teams to deliver your CX strategy is to use it as a backbone for internal communications, supported by contact centre and CX technologies.