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5 Best Ways to Build and Organize a Customer Support Team

5 Best Ways to Build and Organize a Customer Support Team

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Customers anticipate prompt replies when reaching out to customer support. A recent study reported that 71% of consumers agreed that customer experience can be drastically improved by quick customer support and customer service responses.

Therefore, it is important that your customer support team is well-structured to ensure that issues are resolved swiftly to boost customer satisfaction.

Here are some tips on how to build and organize a support team that will help your business thrive.

What is a customer support team?

A customer support team is a collection of representatives who provide assistance and help resolve issues for customers.

Customer support agents are responsible for the following:

  • Answering questions
  • Troubleshooting problems
  • Providing technical support

They often execute clerical activities, make suggestions to enhance customer service, and uphold a professional attitude.

A customer support team
A customer support team

Steps to build and organize a customer support team

To build and organize a customer support team, you must be deliberate in everything you do. The following are the best steps to take for an efficient customer service team.

1. Define the role of your customer support team

The first step in creating your customer support team is to define what each member’s role will be. Will they be responsible for answering customer questions, resolving issues, or both?

Will they be responsible for handling complaints, or will they direct customers to a more appropriate department?

Assigning agent roles and permissions in BoldDesk
Assigning support agents roles and permissions in BoldDesk

Clearly defining the roles of your customer support team members will help you craft accurate job postings and ensure that you know what skills and qualifications to look for in candidates.

2. Hire the right people

Once you have defined the roles of your customer support team, you can begin to hire the right people. Look for individuals:

  • Having strong communication skills
  • With problem-solving abilities
  • With a positive attitude
  • Who can work well under pressure in a fast-paced environment
  • With different backgrounds and experiences
Hire the right people for customer support
Hire the right people in your customer service team

3. Organize your team

Once you have hired the right people, it’s time to organize your team. One effective way to do this is to create small teams of people who are responsible for specific areas. For example, you could have one team responsible for answering customer questions while another team is responsible for resolving issues.

This will help ensure that customers are directed to the people with the most knowledge on the topic of their query and that problems are resolved quickly and efficiently.

4. Provide ongoing training and support

Your support team will need thorough initial training as well as ongoing training and support to be effective. The latter can include training on new products and services, as well as training on how to handle different types of customer complaints and issues.

Additionally, provide your team with the necessary tools and resources they need to do their job effectively. This can include customer service software, access to customer data, and contacts for other departments within the company.

5. Regularly evaluate and improve your customer support team

Once your customer support team is up and running, it’s important to evaluate and improve it regularly. This can include conducting regular performance evaluations and setting goals for the team.

After everyone is accustomed to the technology and flow of the team, look for ways to improve the team’s processes and procedures, as well as ways to improve the overall customer experience.

Tracking agent performance in BoldDesk
Tracking agent performance in BoldDesk

By regularly evaluating and improving your customer support team, you can ensure that your customers are always satisfied and that problems are resolved quickly and efficiently.

Key qualities of a great customer support team

Customer service is not like a task with a start, middle, and finish. It is a continual effort that will require adjustments as you learn more and as the market, your clients, and your team evolve.

Therefore, the team must have a good foundation. Members of a customer service team should have several key qualities, including:

Strong communication skills

The ability to communicate with customers clearly and effectively is essential for a support team.


Support team members should be able to express understanding and relate to customers’ concerns.

Technical expertise

A good support team should have a deep understanding of the product or service they are supporting. Those assigned to it should be able to troubleshoot and resolve technical issues.

Quick response time

Customers expect prompt and efficient service, so a good customer service team should be able to respond to inquiries in a timely manner.

Continuous improvement

A good support team should constantly look for ways to improve their processes and the customer experience.

Positive attitude

A skillful customer service team should be friendly, positive, and helpful in their interactions with customers.

Read our blog to learn more about the key skills your support team needs to be effective.

The importance of organizing your team

A well-built and organized support team is essential for providing excellent customer service, giving you the following:

  • Improved efficiency: An organized team can handle customer inquiries quicker and more effectively.
  • Better customer experience: An organized team can provide more consistent and accurate support, leading to a better customer experience overall.
  • Reduced errors: An organized team is less likely to make mistakes or overlook important details, reducing the risk of errors and misunderstandings.
  • Increased productivity: An organized team can prioritize and manage tasks more effectively, leading to increased productivity.
  • Better team collaboration: An organized customer service team can share information and collaborate on projects more efficiently, since they know who to contact for different situations.

How to select the appropriate tools for your customer support teams

Selecting the right tools for support teams can be a challenging task, but it is essential for delivering quality customer service.

Let’s discuss what to consider when selecting the best software for your support team.

1. Identify your team’s needs

Determine the specific needs of your support team, such as ticket management, chat support, or knowledge base management.

2. Assess the market

Research various support tools available and compare their features, pricing, and customer reviews.

3. Evaluate the integrations

Consider the compatibility of the software with other systems and software you are currently using.

4. Test the tool

Try out a demo version or free trial of the software to assess its usability and functionality.

5. Consider scalability

Choose software that can accommodate the potential growth of your team and business.

6. Seek feedback from your team

Get feedback from your support team members on their experiences and preferences.

7. Make a decision

Based on your research and feedback, select the software that best meets your team’s needs and fits your budget. By following these steps, you can select the support tools that will help your team provide effective customer service.

Most companies are currently reviewing their support team management strategy in order to adapt to the new hybrid work environment.

Help desk software is, therefore, one of the fastest growing markets as companies come to realize their value in these environments.

Syncfusion’s BoldDesk is a help desk software with seamless integration that improves the effectiveness of customer care. BoldDesk software will empower you to:

  • Automate repetitive operations.
  • Facilitate cross-department collaboration.
  • Collect actionable data about your service quality.
  • Evaluate team performance with unmatched precision.

Read our blog for more tips to help you choose the right help desk software.


In conclusion, carefully creating your support team is an essential step for business improvement. By following the tips we’ve shared, you will create a well-structured and skilled team to provide excellent customer service.

BoldDesk can help you organize and run a great support team. Contact us to set up a 30-minute live demo to get a clearer idea of how BoldDesk features and may be tailored to your company’s needs. Sign up for a 15-day free trial today.

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Level Up Your Customer Support with BoldDesk

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    Increase customer satisfaction level to 92%

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    Decrease response times by 30 minutes

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