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How to fix cross-team collaboration in B2B customer support
Bringing structure and visibility to customer conversations across teams
- July 21, 2026
- 9:30 AM PDT
- 45 Minutes
About this event
The delay happened somewhere you couldn't see.
B2B support isn't a queue of independent tickets. Complex, high-stakes issues touch engineering, finance, CSMs, and the customer - often simultaneously. Every handoff between them is where context gets lost.
Join us in this session to break the problem into three layers and show exactly where coordination breaks at each one - and what it looks like when it doesn't.
Speakers
We surveyed 700+ support leaders globally, and one finding stood out - 9 out of 10 leaders are uncomfortable with AI representing their brand directly in customer-facing interactions.
In this session, we explore where that hesitation comes from, how accountability shifts when AI is involved, and where teams should draw the line between human judgment and automation
Hear from a panel of distinguished CX leaders, who are figuring out how to use AI responsibly in real support operations.
Moderator
Lucas Via
SVP of Customer Success
@Hiver
What you can expect to take away
from this discussion
Inside the Team
Prevent information gaps when tickets change hands by ensuring context, decisions, and account history are seamlessly passed between agents.
Cross-Team Coordination
Effectively loop in departments like engineering, finance, and CSMs without forcing them to work outside their native tools or losing the original conversation thread.
Customer Visibility
Reduce unnecessary escalations by providing customers with clear visibility into the status and progress of their support requests.
Welcome and Opening Context
Support teams are struggling with increasingly complex, cross-functional issues because current coordination tools fail to keep pace, causing context loss and unseen delays that leave leaders accountable. We walk through a single support ticket, touching five teams, to show exactly where collaboration breaks and what successful coordination looks like at each layer.
Chapter 1- Inside the team, the thread is already breaking
How to make sure nothing gets lost when a ticket changes hands — context, decisions, account history — so every agent picks up exactly where the last one left off.
Chapter 2- The ticket leaves the building. Context doesn't travel with it
How to loop in engineering, finance, and CSMs without losing the thread — and without asking anyone to work outside their own tools.
Chapter 3 - The customer is doing their own support
How to give customers visibility into what is happening, so they stop filling the silence with escalations.
Closing & Q&A
Get live answers to all your queries.
