A manager’s guide to service with Lexer
As the manager of a customer service team, it’s important to make sure your team are organized, and set up with everything they need to perform their role. For this, they’ll need access to the right tools and functions in the Lexer platform. You’ll also need to know how to manage your team’s workflow, and report on their performance.
Here, we’ll take you through the things you need to know to successfully manage your team, and lead them on a journey to Data Rockstardom.
Before diving into this article, it might be worth noting that we talk a lot about Engage. If you’re still getting to know the basics of a Engage, it’s a good idea to first read through our Engage Inbox article.
If you’re new to the Engage workflow, or need a refresher, start with our Beginner’s Guide to Service article.
First thing’s first…
Manage your users
You need a team! To add new users to your team, head into Settings from the home screen, and select Our Team in the menu to the left. If you can’t see this option, you require admin permission - reach out to Lexer Support to set this up for you.
Once this is done, you’ll be able to start adding users to your team. To find out more about adding and editing users, read through this article.
Configure your team’s access
Your team requires access to the right products, features, and functions within Lexer’s platform in order to perform their role. Each member of your team should fit into one or more Groups that provide access to these areas.
When adding users to your team, you’re required to assign them to Groups at this stage. You can edit these at any time through Settings - just head to Our Team, and click on the pencil icon to open up an edit function on the right, make your changes, and hit Save.
Your company’s permission structure is customized to meet your requirements - if you’d like to learn more about your company’s permission structure, please reach out to Lexer Support.
Managing your team’s workflow
Whether you have one team, or many, it’s important to make sure they have access to the right content. We manage this first through Groups (go back a step, if you haven’t already configured this), and then through a search that will present them with relevant content to work on.
Setting up a search in Engage
When your team land in Engage, they will see a Deep Dive complete with default filters, set by a manager (you). These should be the filters that they’ll use every day.
To make a filter appear by default, simply check the “Select this filter by default?” box. You can do this either through Settings > Tier Filters, and click on the relevant Tier Filter to see this option; or by clicking on the pencil icon to edit, when you’re running it from the Deep Dive in Listen or Engage.
The messages returned in the results for this search should be people talking about your brand - your customers, brand lovers/haters, sponsors, influential authors, or anyone else your company might want to interact with.
With this in mind, your search needs to be relevant to either your brand, or topic of interest. As you’ll likely be looking for multiple topics, potentially across multiple teams, you’ll save each search as a Saved Dive, which you can select and run in just two clicks. Learn more about building a search here.
Integrating your accounts
As soon as you’ve set up your searches, you can retrieve all public content relevant to your brand, or topics you’re interested in. However, to interact with content such as private messages sent to your company’s Facebook account, Twitter DMs, and emails, you’ll first need to integrate your service accounts. Find out how to do this here.
In order to effectively manage your team’s workflow, we encourage you to triage the content that comes through, by adding Classifications. Depending on your Inbox volumes, you can apply these one by one, or in bulk. Adding Classifications to messages in your workflow serves two purposes:
- Streamlines content, and sends it directly to the workflow, or team members that need to action it.
- Acts as a reporting tool - you can pull data on the Classifications used on messages, to spot trends, and see what your team are working on.
Use cases for Classifying content include, but are not limited to:
- Closing out spam content
- Assigning objects to teams, rather than individuals
- Defining the department the query/comment is aimed at
- Tracking query types
- Monitoring campaign content
- Recording sentiment
There are a few reasons you may want to approve a response before your team send it live:
- They have a large social following
- They’re a brand ambassador
- It’s a delicate topic
- The situation has escalated
- Your team member is in training, or has had little experience
Whatever your reason, it’s a simple step in your work flow that can ensure the quality of your team’s output is at its best.
As a manager, your team have the the ability to send you content for approval. You’ll receive an email notification when a message has been assigned to you for approval. This will contain a link to the message, which you can follow to edit, approve as necessary, or re-assign back to your team member to publish. Take a moment to read back through how to handle a message if you’re unsure. If your name doesn’t appear for them in the list of approvers, reach out to Lexer Support to adjust your permissions.
Report on your team’s performance
It’s important to understand how your customer service team is performing daily, weekly, and monthly, to get the best from your team. Use Lexer Activity to help you optimize teams, improve workflow, and provide a better customer experience.
Keep track of your workflow volumes
You can set up notifications to alert you when new content comes into your team’s workflow. This is particularly helpful for things that require immediate attention, such as threats to your company, emergencies, natural disasters, outages, or anything else that you might need to act on in an instant. Read through these steps to set up notifications on a Saved Dive that captures this type of content.