4 Steps to Adopting Intelligent Swarming
Are you making the most of your subject matter expert’s knowledge? It’s typical for a customer to call support and be routed through a number of departments or agents to arrive at the person who can best help them resolve their issue, but is there a better way to get them the information they need? The Intelligent Swarming℠ framework* is an alternative approach to helping customers by increasing the ability of experts across the company to collaborate on a given issue. If you’re looking for a more effective way to support your customers and draw on the collective knowledge of your organization, Intelligent Swarming just might be the answer.
Intelligent Swarming, sometimes described as ‘collaboration on steroids,’ is a framework that enables a support organization to draw on the collective intelligence of the company. If you’re wondering what steps are involved in switching to this model, look no further! In this asset, we outline the 4 steps to adopting intelligent swarming.
- Develop a collaborative culture
- Align brand purpose and company values
- Establish new indicators of organizational health and values
- Transform management’s role
Intelligent Swarming and tiered support are two different approaches to organizing customer support teams. In a tiered support model, customers are routed through a series of support tiers based on the nature and complexity of their issue, starting from a more basic level of support and escalating to higher tiers when further knowledge is needed. Intelligent Swarming, on the other hand, is a much more collaborative approach where customers are connected with a support agent who then collaborates with a whole group of support agents to find the best solution. This allows for faster and more effective resolution of customer issues as agents can collaborate and share knowledge to solve complex problems.
The main features of Intelligent Swarming are collaboration and knowledge sharing among support agents. This collaborative approach allows for faster and more effective problem resolution, as agents can share their expertise and work together to find solutions rather than passing the customer from one agent to the next. It simplifies the customer experience as they only need to speak with one person, yet they get the benefit of the knowledge of multiple experts. Intelligent Swarming also requires the use of technology to allow for the most efficient communication and coordination between agents. Technology plays a crucial role in Intelligent Swarming by enabling efficient communication and coordination between agents, allowing for real-time updates, and immediate sharing of information and resources.
The Intelligent Swarming model offers several benefits to both the customer and the support organization. One of the main advantages is that it allows customers to receive faster and more personalized support by connecting them with the most appropriate and knowledgeable agents based on their specific needs. This allows for quicker problem resolution and a better overall customer experience. Intelligent Swarming also promotes collaboration and knowledge sharing among support agents, which can lead to increased productivity and a more efficient support system. By working together, agents can share their expertise and best practices, ultimately resulting in higher-quality customer service and higher customer satisfaction.
*Intelligent Swarming℠ is a service mark of the Consortium for Service Innovation™
