Category: Customer Support
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People: Identifying process gaps in your support team
To maintain an incredible team, you have to put the effort into allowing them to be the best version of themselves. People are the most important asset in a support organization. We spent the most time in this area, and had a high retention rate through the years. People don’t stay at a company just…
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Identifying process gaps in your support team
In 2016, I was the 8th hire of a small startup. On my first day, there was a monumental product launch. There were already 10,000 unanswered conversations in the queue, and 100 conversations were coming in per hour. Customers loved the hype video about the launch, but didn’t know how it worked. I didn’t know…