Category: Customer Service
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Resource For Your Customers
Where I believe freedom is the best for your teammates, I’m not convinced the same logic can be applied to customers. Many times it is certainly true, but one big difference is that customers want to get in, learn what they need, and get on their way. That’s true of all humans, but we as…
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Scaling a Support team?
Scaling is difficult. It’s not easy. There are many resources out there to help calculate exactly how many Support staff you’ll need. The misleading part is that every company is different and incremental improvements are constantly changing those dynamics and relationships. For example, expanding, refining, and properly organizing your knowledge base will drive down conversations — especially…
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Support Leadership: Structure of Support?
Everyone is different. Though I’ve found a terrific balance by having the overall Support team split into two crews: Support and Coaches (think storytelling through solving business use cases and retention). Where Support’s focus is responsively to engage customers, Coaches focuses proactively to engage those users less prone to seek out help. Both have their…
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Support Leadership: How to Hire?
At my company, we believe smart people thrive on freedom. Many companies have lots of great tangible perks, from snacks, equity for full timers, etc. These are all terrific, though we must also ask how much the culture motivates teammates to excel? Is there a connection between this and the ability to scale the company…
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Support Leadership: How to Lead?
We just wrapped up the series of posts with the philosophical underpinnings of Support. This next set of posts focus on leadership aspects of Support. This is a deeper question than can be addressed in simply a few paragraphs…but to start, here are several characteristics I believe are vital. For a greater view, I recommend…
Jeff Beaumont 