Why unifying customer service and IT is the key to happier customers

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All active businesses organize their activities into departments with their own responsibilities and goals. IT teams focus on continuous software improvement and system reliability, while customer service teams across the aisle are working hard to keep up with customers’ growing expectations and overcome Troubleshoot user issues as efficiently as possible.

While it may not be obvious on the surface, these components share a common goal – reduced downtime. Roles and responsibilities are different, but the common goal remains the same.

However, at most businesses, the IT and customer service teams rarely intersect, much less collaborate. In the age of digital transformation, both teams have undergone major technological changes in recent years, but too often, they continue to operate in the vaults. This divide is exacerbated by the very tools and systems that are meant to help.

Siloes hurt both customer service and IT

Picture this: A customer has a problem with the self-service portal on their insurance company’s website and submits a customer service ticket. An agent receives a ticket in their helpdesk system, and when they realize the problem seems to be rooted in back-end technology, navigate to a separate internal helpdesk system to create one vote with the appropriate IT team. Then the ticket enters the incident queue.


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Once the issue is resolved on the back end, the developer updates the customer service agent via a separate internal communication platform. The agent must then access their support ticketing system and communication platform simultaneously to collect the information and pass it back to the customer. The multi-step process creates unnecessary conflict to resolve the issue, and slows down both basic response and back-to-customer communication.

Even with all the tools at the dealer’s disposal, they often find themselves navigating through different systems and duplicating information across platforms. However, key insights such as whether the customer’s issue is a known issue and how long it will take to be resolved are not immediately available. This lack of smooth communication causes a chain reaction of delays, which ultimately leads to unhappy customers.

It is imperative that customer service agents have a streamlined method for reporting disruptions due to customer impact on IT while maintaining full visibility of customer slips. Organizations have acknowledged that broken collaborative processes between customer service and engineering teams lead to increased downtime, as well as slower response and resolution times. A different perspective is needed.

How can we empower customer service teams with the visibility and information they need to respond to customer inquiries quickly and Escalating technology issues from the front lines when the logistics team is unaware of the disruption affecting customers?

Customers are the key

It’s time to recognize the customer as another, and sometimes the most important, signal of system functionality. While the customer service teams did this, the engineering teams also benefited. If IT can view data from customer inquiries as a real-time reflection of the health of their digital assets, they will be able to better understand the explosion radius of an issue, coming soon. Prioritize appropriate and intervene before impact is felt more widely . To achieve this requires an integrated approach.

Both the engineering and customer service teams have a desire to tear down the vaults to enhance the customer experience. When both sides of the aisle can gather real-time customer data, two-way communication, and a fully integrated tool stack, teams will have what they need to operate as a unit. and solve problems faster. Breaking down the walls between the customer service and engineering teams will open up new levels of collaboration, benefiting not only CS and IT, but also end-users and the broader organization .

Justin Shie is CS at PagerDuty


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