Need help building your Team's structure?

Here are four suggestions to help you determine the most suitable structure for your organization.

Best Practices for Structuring Teams

Tiered

A tiered team structure in Commbox allows you to offer different service levels for each tier. Tier 1 teams can triage conversations and route customers directly to Tiers 2 & 3 based on the type of issue or customer expenditure. Tier 1 teams typically handle basic how-to and troubleshooting questions, escalating more complex conversations to Tier 2 & 3 inboxes. Tiers 2 & 3 can also cater to higher-spending or VIP customers. Ideally, a bot can route conversations directly to the appropriate tiered inbox, minimizing manual escalation by the Tier 1 team.

Regional

If your support team spans multiple regions, setting up a parent team for each region can be beneficial. This structure allows regional managers to oversee their teams. It also enables teams to utilize knowledge base items specific to their regional language.

Conversation Subject Based

This option could be optimal if you prefer your team to specialize in specific conversation topics. This is common for support teams, where agents may be more productive if they focus on specific use cases, subjects, or industry types using the platform or service.

Channel Based (Chat, Email, Phone, Social)

This structure is ideal if you’re allocating resources differently per channel. For instance, if you want your team to focus on chat conversations during rush times, it’s typically beneficial to have unique team inboxes for each channel. This allows team managers to shift representatives to support a busy team and concentrate on conversations coming in through the chat team inbox rather than their original team inbox.