Getting the Most out of CubeTree #4: Peer to Peer Support

Getting the most out of CubeTree can be as simple as allowing your users to innovate and use collaboration tools to improve existing job processes.

I've run into two situations where groups of physically separated users are using CubeTree to facilitate peer to peer support during live calls with customers. One at a customer site with a group of support representatives and the other internally with our own lead generation team.

Each uses CubeTree Groups before and after calls as a single, central location to store all of the materials and pertenant information. During calling hours, they use the Group Chat feature to stay connected in real-time which they have found is especially useful since they need to connect across time-zones and geographies.

Product experts from outside the teams are easily added to the conversation through CubeTree. I saw questions being asked by customer facing front-line reps directly to the product experts, while the customer was on the phone! It significantly improves the quality of the conversations and response times in a way that does not disrupt anyone's workday. A product expert can 'lurk' on the chat or the Group Wall and become active when a question is posed, while also working on other projects. It allows groups to create true, cross-functional collaborations, in real-time where results and timeliness matters most.

Using the native Group Chat application also has the advantage that the transcripts generated during the call becomes a part of the social enterprise and doesn't need to be downloaded, imported or otherwise manipulated in another system to be useful. It's simply there, on-line and discoverable when new reps start their shift, follow up reports need to be written or if someone else is interested in the conversation.

By choosing to collaborate in real-time with cross functional team members this way, the two groups are rapidly accelerating information transformation and enhancing existing processes that formerly involved traditional send and respond collaboration tools, like email. The benefits to both groups are higher productivity, increased customer satisfaction, reduced redundancy and improved communications.