Cross-Functional Collaboration & Customer Experience

Autumn Product Launch: Self-service chatbot builder, Zoom integration, & secure forms

Platform
Platform
- Platform
  
  Digital-first, unified engagement hub
- For contact centers
  
  Agent efficiency, automation, and operational insights
  
  Messaging | Modern Chat | Chatbot | Social & Reviews
- For community engagement
  
  Self-service support, education, and collaboration
- For social media management
  
  Content management, publishing, and governance
  
  Social Marketing | Social Listening | Experiences
- For CX Insights
  
  A unified, actionable view for world-class CX
By industry
- Financial services & insurance
  
  Secure solutions to keep customer information safe
- Telecommunications
  
  Cutting-edge tech to innovate and inform your customers
- Technology & software
  
  Deep insights to keep a pulse on customer demands
- Travel & hospitality
  
  Real-time capabilities to stay connected with consumers
- Retail & distribution
  
  An integrated platform to nurture the customer journey
Services
- Strategic Services
  
  Our in-house experts in social media and community management for Khoros customers
- Professional Services
  
  More than onboarding and implementation, this is where our partnership begins
- Partners
  
  Data integrations for better customer experience
- Product Coaching
  
  Increase satisfaction and improve product adoption with complimentary training.
Events
- Upcoming Events
  
  Join us for live webinars and other events, like Khoros Engage
- On-Demand
  
  Watch webinars and events on your own time
Resources
- Podcast
  
  CX Confessions, the definitive podcast for digital CX leaders
- Resource Center
  
  Guides, tipsheets, ebooks, on-demand webinars, & more
- Blog
  
  Insights, tips, news, and more from our team to yours
- Customer Stories
  
  Case studies with successful customers to see how they did it
- Channel integrations
  
  Integrations to connect with your customers, wherever they are
  
  Tech integrations
Company
- About Khoros
  
  20+ years experience, built from Spredfast and Lithium
- Leadership
  
  Meet the team that leads the team
- Newsroom
  
  Press releases and other announcements
- Careers
  
  We’re hiring — come build the future of customer experience
- Contact Us
  
  Need anything? We’re here for you
- Social Responsibility
  
  Our commitment to do more and do better
Community
- Atlas Community
  
  Connect with 70K+ customer engagement professionals
- Support Center
  
  Find solutions and support for Khoros products here

Customers expect your organization to respond to them wherever (and whenever) they choose to reach out and they expect a connected experience with your brand. This means that every customer-facing team must work together. Download the whitepaper to learn six concrete steps you can take today to break down silos.

Download the Whitepaper

A siloed business, as in a company who’s various departments and teams don’t effectively communicate with each other, is at a disadvantage when it comes to providing exceptional customer service. Think about it this way: customers expect your organization to respond to them wherever (and whenever) they choose to reach out and they expect a connected experience with your brand, whether that’s through social media or through a contact submission form.

To manage the various methods in which companies now communicate with their customers, every customer-facing team must work together. Less-than-delightful customer experience has a real operational cost, and the fact is it’s impossible to meet customers’ expectations of a single seamless journey across all touchpoints unless marketing, care, human resources (where front-line agents are hired and on-boarded), legal (where customer and service policies are shaped), and the larger organization as a whole are involved.

The team at Khoros put together this whitepaper, titled “Breaking Down Silos to Improve Customer Experience: 6 Essential Steps,” to help businesses banish silos by utilizing cross-functional collaboration.

What is Cross-Functional Collaboration?

Cross-functional collaboration occurs when groups of individuals with different backgrounds and expertise (i.e. teams and/or departments) collaboratively work toward a common goal. In this instance, excellent customer service.

Given how easily departments silo themselves, disjointed customer journeys are not that uncommon. In our whitepaper, we lay out some warning signs that your brand might suffer from a lack of cross-functional collaboration.

How to Encourage Collaboration Across Different Departments

We’ve broken down 6 practical and achievable steps in our whitepaper to help your business reach its cross-functional collaboration goals. The high-level steps are as follows:

Step 1: Develop a shared purpose and goal
Step 2: Work together to achieve more
Step 3: Unite customer care and marketing on digital channels
Step 4: Measure and share results
Step 5: Craft a holistic view of your customers’ experience
Step 6: Leverage technology and break down silos once and for all

The Bottom Line

Investing in the digital customer experience can positively impact your brand’s bottom line in real ways. When brands to make this investment, they not only have the opportunity to earn higher revenues, they can also avoid expenses associated with customer attrition. But breaking down silos and achieving cross-functional collaboration isn’t always easy. If it was, this wouldn’t be such a highly-discussed point of conversation.

Download our whitepaper, “Breaking Down Silos to Improve Customer Experience: 6 Essential Steps,” to gather valuable information on the resources and steps needed to break down silos in your business.

Platform

By industry