Introducing Team-Led Growth
If you learned there was a proven way to get a better response from your customer while lowering the support and sales load on your team, would you believe it?
Solving problems happens faster when you ask a friend.
In this case, that friend is someone on your team (or on your customer’s team) who is ready and able to answer questions and resolve issues faster and more successfully than what happens in a 1:1 conversation or email.
At Worknet, we analyzed more than one million conversations to answer the question: does a Team-led approach deliver better results for customers, vendors, and the team at large?
We believe the answer is a resounding yes for Sales, Support, and Success teams.
These teams achieve better results by working collaboratively. Working together as a temporary or long-lived team drives superior engagement and trust and makes it possible to solve problems faster and more effectively than before.
The benefits of team-led growth
Teams spend a lot of valuable time engaging with issues before they are triaged.
What if customers could resolve some of these issues before they become fires?
We found customers resolved more than 20% of these issues before team members were involved.
To learn more about case deflection and how to implement it in your organization.
Recommended article: Improve Case deflection With Worknet like Customers Who resolved 22% of issues
Improved customer team engagement
One of the big ideas in the team-led growth concept is to build hybrid teams that involve both customers and vendors.
The success metric we highlight is the engagement of customer teams in the process. We found that 70% of the conversations we monitored feature 2+ customers.
This is valuable because it increases the likelihood of a quality conversation.
To learn more about team collaboration and team engagement
Lower resolution time
There was an unexpected benefit in the research we conducted on teams.
We found that in conversations with teams built from customer members and team members, changing the ratio of members to favor the customer made one thing much better.
When the conversation tipped to have more customer members than team members, the time to resolution dropped dramatically
Case swarming, also known as intelligent swarming, is a collaborative approach to customer service. It involves bringing together a team of experts from across an organization to help solve complex customer issues.
To learn more about case swarming and how to implement it in your organization.
Why should you consider team-led growth as a strategy
Often, you might get support from a community of peers to solve problems that you encounter in Sales, Service, and Success, but many conversations need to involve private information.
- As a vendor, you might need specific customer information
- As a customer, it may not be possible to discuss confidential information
It’s hard to build that community in public, and it doesn’t happen in email. Teams build it by using shared messaging and collaboration in a small group.
Team-led growth is a strategy to build teams across vendors and customers for the purpose of understanding each other and unlocking an ecosystem of potential knowledge and action.
Teams that employ Team-led growth take these concepts and apply them to Sales, Service, and Success workflows to bring community concepts and collaboration into the work they do as vendors and customers.
By collaborating in a shared space, they drive:
- Higher engagement to solve a problem
- Community across vendor and customer
- Multi-threading of touch points enabling the right people to learn about and communicate on any issue
- Knowledge sharing that builds learning on both sides of the issue (including about hidden ideas)
Team-led growth delivers faster response time, higher customer engagement and satisfaction, and a more scalable team overall.
- 22% of issues are resolved by team led growth case deflection
- Team-led growth 3.5x more likely to produce influencers