Votre équipe de vente est en désaccord avec le service client. Comment les aligner pour booster les stratégies de vente ?

Arrange a team building event mixing personnel. Inside or outside the office. People helping people, not department aligning.

Organized Policies for Customer service and sales team. Figure out the conflict of interest For both of them then come up with a solution that benefits both Create KPIs that are interlinked with performance of each Department.

Metas compartilhadas: Defina metas claras e mensuráveis que beneficiem ambas as equipes. Por exemplo, metas relacionadas à satisfação do cliente, taxa de retenção e crescimento da receita. Incentivos alinhados: Crie um sistema de incentivos que recompense o trabalho em equipe e o alcance de metas compartilhadas.

Foster Collaboration: Encourage regular meetings to share insights and align goals. Shared Metrics: Establish common KPIs to track joint success. Customer Feedback Loop: Use customer service data to refine sales approaches. Cross-Training: Educate both teams on each other’s roles. Unified Vision: Reinforce a shared mission focused on customer satisfaction and business growth.

Vielleicht kann es einfach zu lösen sein, wenn man sich visualisiert, durch wen das Unternehmen lebt und alle Mitarbeitenden im Unternehmen bezahlt werden. Am Ende ist es nicht der Vertrieb oder der Service, sondern unsere Kunden.

As a Team Facilitator, I start my sessions by citing an MIT study which shows that communication is the biggest predictor of a team's success! People who work in sales typically have an Influential and Direct communication style. In DISC language (High I, High D) Whereas those in customer service lean towards a Steady and Compliant style (High S, High C) Essentially, sales and customer service speak different languages, so the key is teaching them a shared DISC language, which prompts a clear understanding of an opposite communication style. Having the tools to understand and optimize each other's strengths is a gamechanger, and the key to achieving collective success.

Sharing available information is essential; only through a 360-degree perspective can we excel in our service. Open communication between sales and customer service allows for a richer understanding of the customer journey, ultimately enhancing the overall experience and effectiveness of both teams.

Effective communication is the cornerstone of any successful collaboration. Establish regular meetings between the sales and customer service teams to foster open dialogue and information sharing. Consider weekly or bi-weekly catch-up sessions where team members can discuss challenges, share customer insights, and brainstorm solutions to ongoing issues. Utilizing collaborative tools such as shared chat applications (e.g., Slack, Microsoft Teams) can also enhance communication, allowing team members to quickly share updates, feedback, and customer-related information. Additionally, encourage a culture of transparency where team members feel comfortable expressing concerns or suggesting improvements without fear of repercussions.

Facilite regular meetings between both departments to share their experiences and challenges as well as customer feedback.This will encaourage collaboration and ensure the sales and customer service teams are both on thesame page.

Cross training programs are a remedy.Both departments learn about and from each other.Here there is the transfer of knowledge as well and fosters understanding of departmental roles enabling both teams to appreciate each others roles.

Cross training not only allows you/your employees to be more well versed as a whole, but it can often allow them to do their job better. When I worked in millwork sales, knowing about paint as well made me better suited to answer questions about painting doors. I currently work in pump sales, but having knowledge in other random aspects of the plumbing industry has been extremely useful and allowed me to help get my customers the answers they need.

I am sales trainer in my company, we always organize periodic training sessions for our success partners sales and customer service teams to optimize their product knowledge, communication skills internally and with customers. How do they satisfy their customers? Uncover needs- emphasize product USPs How do they manage their feedback? I can assure that training sessions impact positively on corporate revenue and the quality of employees.

1. Regular meetings: Schedule regular meetings to give the sales team and customer service department an opportunity to meet face to face and share information and ideas. 2. Clarify common goals Align goals: Ensure that both departments have clear and consistent goals, such as improving customer satisfaction, increasing sales, etc. KPI consistency: Develop consistent key performance indicators (KPIs) to ensure that sales and customer service are working in the same direction.

Your comment could be: Conducting bi-directional training sessions is a very smart way to create value in knowledge for service. By fostering a shared understanding of each other's roles and enhancing product knowledge, both sales and customer service teams can collaborate more effectively, ultimately leading to a better customer journey and increased sales conversions.

Métricas de desempenho: Defina métricas de desempenho que permitam acompanhar o desempenho de ambas as equipes e identificar áreas de melhoria. Dashboards: Crie dashboards que visualizem as métricas mais importantes, facilitando o acompanhamento do progresso e a tomada de decisões.

Se a atenção ao cliente não tiver a mesma efetividade do time de vendas, não haverá resultados positivos. Muitas empresas perdem clientes pelo serviço prestado após a venda, e este cliente não irá fidelizar se o atendimento recebido após a venda for inferior ao atendimento recebido durante a venda. Compartilhar a responsabilidade entre as equipes de venda e relacionamento com o cliente é fundamental para que ambos desempenhem seu melhor. Se houver carência de pessoas no pós vendas, é preciso contratar. O bom atendimento deve ocorrer sempre.

Create a set of shared performance metrics that reflect the success of both teams in achieving customer satisfaction and sales goals. Instead of isolating performance measures, consider metrics like customer lifetime value (CLV), customer retention rates, and NPS that highlight the interdependence of sales and customer service. By regularly reviewing these metrics together, both teams can gain insights into their collective impact on the customer journey. This data-driven approach helps to reinforce accountability and motivates both teams to work collaboratively to achieve common goals, ultimately leading to better business outcomes.

I’ve found bringing the service team into the sales process helps in a few ways: 1) helps everyone understand the client’s needs and goals in a more direct/personal way vs hearing from the sales team second hand, which… 2) allows them to provide input and be part of the solution. This provides them “ownership” in the outcome which creates buy-in for the team, which… 3) creates continuity between sales-service and a better experience for the client.

Quando todos os membros têm a oportunidade de contribuir, compartilhar ideias, e resolver problemas juntos, a colaboração entre os departamentos de vendas, marketing e atendimento ao cliente se fortalece. Isso ajuda a garantir que todos estejam alinhados e focados nos mesmos objetivos. Ferramentas como a Yup Chat facilitam essa interação, oferecendo uma plataforma multicanal que integra SMS, e-mail, bots e WhatsApp API, o que torna a comunicação com os clientes mais eficiente e melhora as relações de forma significativa.

If the communication channel between the teams are open, it will be easy to find solutions to difficult situations especially for clients with unique needs. This facilitates quick identification and resolution of issues ensuring that clients are satisfied with the company's services. This is a key factor in building customer loyalty.

Foster an environment where both teams can work together to identify and address customer pain points. Encourage team members to share feedback from customer interactions and collaborate on solutions to recurring issues. For example, if the sales team identifies common objections related to product usability, they can work with customer service to create educational resources or training sessions that address these concerns. Establishing a cross-functional task force can also help tackle specific challenges, bringing together members from both teams to brainstorm and implement solutions. This collaborative approach not only improves the customer experience but also strengthens the relationship between the teams.

Resolução de problemas em conjunto: Encoraje as equipes a trabalharem juntas para resolver problemas e encontrar soluções que beneficiem os clientes. Cross-training: Realize programas de cross-training para que os membros de cada equipe possam entender as responsabilidades e desafios do outro.

Shared incentives is, in my opinion, the move for creating inter-team harmony. I've worked as a customer service rep and as a salesperson. The latter is almost always more motivated, because the motivation is directly tied to their paycheck. Where Customer Service is generally fielding calls from upset customers, and their paycheck stays the same (and generally lower) regardless. Bonuses for customer retention, onboarding goals, and referral generation can go a long way!

Os incentivos unificados são muito relevantes para uma operação, pois permite o liderado enxergar de forma visível seus objetivos , o permite ele visualizar a contrapartida que irá receber em tempo real, e o permite escolher quais benefícios quer resgatar com liberdade de opções.

Implement a unified incentive program that rewards both sales and customer service for achieving common goals. Consider creating a bonus structure that recognizes contributions from both teams when customer satisfaction metrics are met or exceeded. This can include incentives for achieving specific retention rates or upselling success linked to customer satisfaction. By aligning rewards, you encourage both teams to support each other and collaborate effectively. Additionally, celebrate joint achievements in company meetings or through internal communications, highlighting the importance of teamwork and reinforcing the message that both teams share a common purpose.

In my experience, unified incentives will improve the relationship of the teams by creating a culture of mutual reliance. When individuals or teams understand they can only achieve their personal goals through helping others succeed, collaboration becomes the norm. In turn, this alleviates friction, improves customer satisfaction/experience, and enhances overall business outcomes through improved alignment in sales strategies.

Cultura organizacional: Cultive uma cultura organizacional que valorize a colaboração, o trabalho em equipe e a orientação para o cliente. Liderança: Os líderes de ambas as equipes devem dar o exemplo e demonstrar o compromisso com o alinhamento. Tecnologia: Utilize ferramentas de CRM e outras tecnologias para automatizar processos e melhorar a colaboração. Feedback contínuo: Incentive o feedback contínuo entre as equipes para identificar áreas de melhoria e celebrar os sucessos.

Para alinhar vendas e atendimento ao cliente, é importante adotar soluções colaborativas que promovam a comunicação eficaz e o entendimento mútuo das responsabilidades e objetivos de cada equipe. Criar um espaço para feedback e discussão é essencial, assim como implementar ferramentas integradas que centralizam a comunicação. A Yup Chat oferece uma plataforma que facilita a coordenação por meio de múltiplos canais, garantindo que todos tenham acesso às mesmas informações, fortalecendo a colaboração e melhorando o serviço ao cliente. Isso ajuda a impulsionar as estratégias de vendas de maneira mais eficaz.

Nothing is as frustrating as watching a deal fall through due to bad or weak customer service. The customer service team has to match the sales team aura for aura in other to achieve business success. If they work together, complementing each other, more wins will be recorded.