5 Pitfalls That Your Customers Face When Using Microsoft Teams for Communication

Microsoft Teams is a popular platform that simplifies communication and collaboration within organizations. However, using Teams, like with any other communication platform, can also present challenges. In this blog, we discuss five common pitfalls your customers may encounter when using Microsoft Teams for internal and external communication. More importantly, we’ll cover how, as a business partner, you can help them overcome these challenges.

Pitfall #1 - Availability Actually Decreases

One of the biggest advantages of Teams is that it centralizes communication. Ironically, this can also lead to a decrease in availability. Employees are bombarded with notifications, chats, and meeting invitations, causing essential messages to sometimes get lost. This can lead to frustration for end-users and delays in communication within teams.

How to prevent this:
It’s crucial to establish clear guidelines for communication via Teams. Consider agreements about using @-mentions, setting up priority notifications, and organizing channels. By managing notifications and workflows carefully, users can work more efficiently and remain accessible.

Pitfall #2 - No Overview of Availability for Receptionists and Operators

In a business environment, it's important to quickly see who is available. When Microsoft Teams is used alongside other communication applications, there can be a lack of visibility into employee availability, which is especially problematic for receptionists and operators. This can lead to inefficient communication and frustration for customers trying to reach someone.

How to prevent this:
With additional tools that integrate with Teams, such as My-Connect Dialogue from Pridis, you can offer better visibility across platforms of employee availability. These tools make it easier to transfer calls to the right person at the right time.

Pitfall #3 - Loss of Control: Teams Sprawl

A common problem with using Teams is “Teams sprawl” – the uncontrolled growth of teams, channels, and shared files. Without clear rules and structures, information can quickly accumulate, making it difficult to maintain oversight. This not only leads to frustration for end-users but also causes time loss and reduced productivity.

How to prevent this:
Ensure there is a clear policy for creating and managing teams and channels. By setting guidelines and reviewing them periodically, you can prevent an overload of information.

Pitfall #4 - Lack of Connection

Although Teams is designed to promote collaboration, it can also lead to a sense of isolation. Virtual communication replaces in-person interactions, which can be a challenge, especially with hybrid or fully remote teams. A lack of connection can negatively impact team dynamics and employee motivation.

How to prevent this:
Encourage regular face-to-face interactions, even if it’s just through video meetings. Create informal channels for social interaction and ensure everyone feels heard. Tools that integrate with Teams can help communication flow more smoothly and strengthen connections.

Pitfall #5 - Constant Updates Cause Issues

Microsoft Teams is regularly updated with new features and improvements. While this offers benefits, updates can also cause problems. Think of functionalities that suddenly change or disappear, which can confuse users and disrupt workflows.

How to prevent this:
Keep employees informed about upcoming updates and organize brief training sessions or informational meetings to explain changes. Opt for tools that are not affected by updates and can also help provide a consistent user experience, like My-Connect Dialogue.

Conclusion: How Can You Help Your Customers?

The pitfalls of Microsoft Teams are not insurmountable but require the right approach and tools. In our webinar, we’ll explain in detail how My-Connect Dialogue from Pridis solves all these challenges. From improved availability and a clearer overview of presence to better structure and less stress from updates – we’ll show you how to make the most of Teams.

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