Scaling your support team: 7 common questions answered

Scaling your support team: 7 common questions answered

Many small and midsize businesses (SMBs) rely on a patchwork system of multiple tools just to capture customer information and respond to requests. This can result in time wasted, missed requests and lost sales—not a great outlook for a growing business. What’s more, these workarounds and stopgaps simply don’t scale.

As your business matures, your technology needs to mature too. Read on to see how customer service software can help you scale your support team for sustainable growth and long-term success.


1. How do you know when you need a customer service software solution?

If you have dedicated staff, even just a few people, whose primary role is responding to customer emails, it’s probably time to consider a customer email management system. Understandably, many organisations are not sure when to upgrade the systems they started with in their scrappy startup days (which for many organisations is an email client such as Outlook or Gmail), but those systems create more headaches than they solve. Customer service software helps create a smoother experience for all involved by:

  • Consolidating everything agents need in a single workspace
  • Surfacing customer context, which results in speedier resolutions and happier customers
  • Facilitating easier collaboration among team members
  • Capturing actionable data that can guide your CX strategy

2. What’s the best way to categorise incoming requests?

Taking advantage of ticket fields is important because they can help you solve tickets with fewer touches, according to Don Newton, Associate Services Consultant at Zendesk. Collecting the right information, such as the type of request or product category, via web form could save you two to three emails per request, he says, which could be the difference between needing to hire more staff or not. While every organisation’s needs will be different, he says every ticket field should have a purpose, and those purposes usually fall into one of three categories:

  1. Routing — Ensuring the request gets to the right team member
  2. Resolution — Capturing information that’s necessary to resolve the issue
  3. Reporting — Classifying the issue for reporting purposes

Using a web form with ticket fields is a big step up from an email-only tool. With ticket fields, you’re capturing information about the issue before you even open the ticket, which can help streamline the process for all involved. It’s one of the easiest ways you can improve your support set-up.

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