5 Ways to Boost Collaboration and Productivity for Customer Support Teams

5 Ways to Boost Collaboration and Productivity for Customer Support Teams

Customer support leaders and team members know how important collaboration and productivity are in achieving excellent customer service. Without these two, teams crumble into workplace failures, and for customer support teams, this usually means poor service delivery.

A survey of 1400 executives, employees, and other educators showed that 86% of people believed a lack of collaboration was the chief reason for workplace failures.

Workplace failures are not the only consequence support teams suffer with an absence of collaboration. Ineffective communication practices often result in wasted work time, which is detrimental to the revenue generation process.

So how do you ensure collaboration and maximum productivity within customer support teams?

In this post, we’ll examine five of the best ways to boost collaboration and productivity for support teams.

1. Start by Fostering a Positive Collaboration Culture

This might seem obvious, but fusing collaboration into the company culture is key for streamlined communication and productivity.

This includes fostering a positive team culture where each member feels valued, respected, and heard. It helps motivate the team towards achieving a common customer support goal, which could be enhancing customer satisfaction or reducing wait times.

Some of the ways to foster a positive team culture include encouraging open dialogues and feedback and recognizing the efforts of other team members.

2. Use Collaboration Tools That Encourage Shared Workspaces

A shared workspace is a virtual or online platform where team members communicate, collaborate on projects, and share information instantly.

Using a shared workspace such as Microsoft Teams, Slack, or Asana can greatly boost your team’s collaboration efforts and enhance overall productivity.

But perhaps the most immediate benefit of using shared workspaces is to make your remote teams feel connected. These tools make it way easier for team members to communicate with each other regardless of their physical location.

Another benefit of using a shared workspace to boost collaboration and productivity is that it provides a centralized location for all tasks and projects. These tools make it easy for team members to access project files and track their progress all in one place.

This makes it much easier to stay organized and productive.

Speaking of tools, one tool you should consider using when working online is a VPN. Customer support teams are not immune to threats from cybercriminals who are always trying to steal sensitive company or client data.

Phishing scams and hacking attempts are on the rise, especially among remote teams. Using a VPN helps you stay safe as it encrypts internet traffic, making it difficult for third parties to intercept and access sensitive data.

Besides, the best VPNs allow for remote access to company resources, ensuring that you can securely access your work tools and information from any location.

3. Increase the Frequency of Team Meetings

Team meetings serve as venues or forums for team members to come together to share ideas and work collaboratively towards a common goal. They help in developing a sense of belonging and teamwork among colleagues.

Regular team meetings can positively impact productivity as they remind the members to stay aligned and focused on the tasks at hand.

They also prevent miscommunication and understanding, which hamper progress and productivity.

To have effective team meetings, consider setting your agendas ahead of time. Your members should know the topics that will be discussed beforehand to allow them to prepare the necessary information that will contribute positively to the meeting.

4. Set Goals Collaboratively

Collaboration and productivity are necessary for delivering top-notch customer services. However, this can be compromised when team members work independently without clear goals.

And not only that, but if each team member has a different understanding or interpretation of what they’re supposed to do, they might end up working towards flawed objectives. This leads to team inefficiencies, delays, and miscommunications.

Collaboratively setting goals is the key to enhancing collaboration and productivity in customer support teams. This process helps steer team members toward achieving a common goal while fostering trust, open communication, and a sense of community.

When your team clearly understands what they need to be working towards, it helps them prioritize their tasks better and make more informed decisions.

This helps streamline various processes while reducing the likelihood of errors and the team’s overall efficiency.

5. Encourage Open Communication

Collaboration occurs when team members feel they can bring their total input to work. They should feel encouraged to participate and communicate.

Encouraging open communication allows them to share ideas instead of holding back their thoughts or feelings.

However, open communication also spells disagreements among teams. But remember, healthy disagreements and honest conversations are all key to unlocking successful team collaboration.


Collaboration and productivity are essential in delivering excellent customer service. Using collaboration tools can be a great way to boost collaboration and productivity among team members.

Other ways of fostering collaboration and productivity include encouraging open communication, setting goals together, and encouraging positive team collaboration.

If you want to upscale your support and self-service outcomes, we might have the best solution for you. SearchUnify is a unified cognitive platform that expedites agent engagement by improving their productivity as well as experience, thereby turbocharging your support ecosystem. Interested to see how? Request a free demo today!