What is cross-functional issue tracking? Cross-functional issue tracking is the process of tracking and managing issues or problems that involve multiple teams or departments within an organization. This can include issues that involve different functional areas, such as engineering, marketing, sales, and customer support. Cross-functional issue tracking allows organizations to identify and resolve issues that may be impacting the performance or efficiency of the business. It can also ensure that all relevant parties are informed and involved in the resolution process. Standard tools for cross-functional issue tracking include project management software, bug-tracking systems, and customer relationship management (CRM) systems. Why is it paramount to companies' success? Improved efficiency: by tracking and resolving issues that involve multiple teams or departments, organizations can improve efficiency and reduce the time it takes to resolve problems. Enhanced coordination: cross-functional issue tracking helps ensure that all relevant parties are informed and involved in the resolution process, improving coordination and reducing the risk of misunderstandings or miscommunications. Better decision-making: by gathering input from multiple teams and departments, organizations can make more informed decisions considering the perspectives and expertise of different functional areas. Increased transparency: cross-functional issue tracking can increase transparency and accountability within an organization by providing a clear record of the identified issues and actions taken to resolve them. How can Isla help you achieve stellar cross-functional collaboration? We have built Isla to make communications at the workplace structured and fully collaborative. Seamless interface for interactions: Isla brings a clear and intuitive interface to share inputs, give feedback, and work on documents to facilitate communication and collaboration across departments and teams. Flexibility and customization: Isla is fully flexible and customizable to meet different teams' and departments' unique needs and allow easy integration with other tools and systems. Visibility and transparency: We've built Isla to help teams across companies achieve complete visibility into the progress and status of projects and tasks, allowing easy tracking and reporting to ensure that all relevant parties are informed and up-to-date. Native knowledge extraction: structured and context rich-requests enable instant knowledge extraction and indexation. Request early access to Isla for teams beta if you want to move on with next-gen cross-functional case resolution.
Introduction One fundamental difference between B2C and B2B client support lies in the recurrence and complexity of clients' cases. Logically, B2B support should be more personalized and context-enriched than its B2C counterpart. Yet, in reality, what happens is quite the opposite, and B2C companies tend to be more client-centric. A survey conducted by the customer experience management company Qualtrics found that B2C companies tend to score higher on customer satisfaction measures, such as Net Promoter Score (NPS) and Customer Effort Score (CES), compared to B2B companies. Why ticketing systems are failing collaboration Many B2B businesses rely on ticketing systems to centralize client interaction and automate case resolution with issues categorization into tiers. A significant aspect of client experience and satisfaction for non-transactional cases (implying human interactions) is the ability of both parties to communicate efficiently and quickly to get what they expect from the exchange. Current ticketing systems have been trying to automate client issue resolution to minimize costs, but they've done it at the expense of collaboration client experience. Here are a few reasons why current ticketing systems don't fit your needs when solving complex customer issues. Limited access: Ticketing systems often have strict user permissions and access controls, limiting team members' collaboration. Only specific individuals may be able to view, update, or resolve tickets, which can hinder collaboration and hinder the ability of team members to contribute their expertise and knowledge to solving problems. Limited visibility: Ticketing systems can be siloed, meaning it can be difficult for team members to see the full context of a problem or issue. This can make it difficult for team members to understand the root cause of an issue and contribute their ideas and insights to finding a solution. In addition, limited visibility can prevent proper visualization of the progress and status of tasks and projects, hindering collaboration and coordination. Lack of integration with other tools: Many ticketing systems cannot integrate with other tools that team members may use for collaboration, such as project management or communication tools. This can make it difficult for team members to collaborate seamlessly and lead to confusion and inefficiencies. Inflexible workflow: Some ticketing systems have rigid and inflexible workflows, making it difficult for team members to adapt and collaborate on tasks and projects. This can lead to bottlenecks and delays in the workflow, which can hinder collaboration and efficiency. We have built Isla as a ticket-initiated client collaboration tool that brings together the best of ticketing systems, messaging apps, and project management tools to centralize clients' requests and discuss clients' cases with relevant teams in a single and intuitive place. Request early access to our private beta if you want to move on with next-gen client collaboration.
Zendesk has become a comprehensive customer service platform for sales and customer support teams. However, many small and medium B2B businesses are willing to consider a solution more suited to their needs. Why is there a need for a Zendesk alternative for SMBs? Complexity: Zendesk offers a wide range of features and modules, making it overwhelming for new users of customer service software. Getting up to speed with the available tools and functions takes some time. User interface: While Zendesk offers some customization options, the user interface does not have an intuitive 'look and feel,' and it's not really collaborative, which is paramount for small and medium businesses. Complex pricing: Zendesk pricing starts at USD 49/month/agent and can go as high as $215/agent/month. This represents a significant share of the monthly software budget for SMBs employing multiple people in their customer support team. In the end, many small businesses end up paying for features they don't even use in the first place. Inconsistent customer support: Zendesk customer support is uneven, which makes the case challenging for clients who need flexible onboarding and personalized human help. How does Isla compare to Zendesk? Isla focuses on the specific needs of B2B businesses meaning lower yet more complex client touchpoints. Built for B2B: Isla's purpose is to manage the lower volume, higher complexity issues businesses' clients face. You can embark on the most knowledgeable internal or external experts within each client request in one click. Built for deep collaboration and teamwork: Isla empowers your teams to break down silos and decrease tickets solving times through expert-level collaboration. We enable multiple support agents to access a single support account and dispatch the work across teams; Intuitive UI: Isla was created with client-centric teams in mind and has a very gentle learning curve. With simple inboxes for teams and individuals, you can now seamlessly manage, filter, and forward requests within your organization; Transparent and straightforward pricing: Isla for teams starts at EUR 15 per monthly seat. You can spend less to get more. Everyone receives an enterprise product with no hidden costs; 24/7 access to the Isla support team so businesses' queries can be handled without delays. Request early access to our private beta if you want to move on with the efficient async client and internal teams communication that ensures client knowledge does not get lost.