Our new customer support system has been live for a week now, and we’ve already seen benefits in customers getting better answers quicker than ever before.
Of course serving customers better is really important, as is making the teams more efficient, but the real benefits come from getting closer to our customers. We now have a means of recording, collating and analysing the that are bothering our customers most.
Agile demands that we get closer to the customer. The manifesto says we should value individuals and interactions and customer services is one place where those individuals we are serve are interacting with the organisation.
So as we take steps to become a more agile organisation we should make real efforts to seize the opportunities that our customer services teams and system offer.