How to Scale (Not Fail) Your Customer Support
Your business is thriving and your product is in demand. You also notice the number of customers reaching out for help has gotten to a point where your customer support process just isn't cutting it. Do you know how to scale your customer support experience?
Empower Your Business
Educating your entire company about your product, problems and solutions is especially key for customer-facing employees. Create a culture of customer support and commit to a level of service that your company will deliver to customers. Instead of relying on escalation chains and scripts, empower agents to make decisions on their own.
Adjust Your Workflow
Make small adjustments to your current process that eliminates steps, saves time and saves money. A focus on process allows you to operate more efficiently, enhances the customer experience so you can make more informed scaling decisions: Automating a single step in a support request lifecycle-while potentially only saving seconds per case-can save hours in a given week. This is a win not only for the customers that experience a quicker turnaround, but also for your budget when it comes to making hiring decisions.
Figure Out When and Who to Hire
There are some specific things to look for to determine when and who to your support team. Know how many customers you have and know what your scale is. Determine the average number of cases your current team can handle and compare that to the growth of your customer base.
Balance Performance and Personality
Personality is part of the game but you also want to know the potential team member is up to managing a standard caseload. First figure out the average number of cases your team handles in an hour then benchmark based on that number. It's better to find new agents that can manage the average and have room to grow. Measure against the core group of players that can handle a good caseload, treat your customers right, and interact with the company well.
Have you felt the growing pains associated with growing a customer support system along with your business? What are some tips you used to scale your support efforts?