Support Talks: The Foundations of Scaling Successful Support | Nicereply
Summary
Brendan Ledger, Director of Support at 7shifts, has a three-step framework that sets your team up for success and helps you scale effectively and quickly. You end up filling in gaps for missing functionality within the product or putting band aid processes in place to support revenue team efforts. Take an agile approach to slowly improve, giving the team time to learn and adjust as you bring in new changes. It’s a time investment at the start putting the foundational pieces in place and for the most part, they will constantly go through iterations as the team grows and the business changes focus. Then you can start to look at things like automation/ticket deflection, coverage vs. volume alignment, or if time is spent on product issues or workflows that once they improved it will enhance the user experience.
