How to Scale Your Support Team

Growing your business is hard enough—but growing your service organization alongside it comes with its own challenges. More agents customers mean more complexity. To help make sense of your growing CX team, we’ve listed some common stumbling blocks and some intuitive solutions to get around them.

Agent Collision

Tickets coming in from multiple channels makes it hard to separate out who owns what. When a customer gets annoyed with wait times, they will often start reaching out over several different channels with the same problem. Agents working in these different channels then have no way of seeing that it’s the same person, and the customer ends up getting a response from more than one team member on chat, email, and wherever else they reach out.

The solution to this problem sounds easy, but is a huge shift in service philosophy. Give your agents ownership over the customer relationship, so that they are responsible for satisfying individual customers over many channels, instead of all the customers in one channel. By making your service omnichannel, agents are aware of every conversation happening with each customer.

Disconnected Data, Disconnected Systems

As your business expands, so too do the places and ways you store customer data. If you don’t rein these in, then agents end up wasting time switching between applications and hunting for information in back-end systems.

If agents have to go into multiple systems—ordering, shipping, customer information, and more—to see all the information about the customer, then copy that information and paste it into another screen, their workflow grinds to a halt.

To overcome this obstacle you need to be able to have all of your data in one place, with systems that integrate with one another, and a way to turn that insight into action. When agents don’t have to spend time hunting in separate systems for information they need, that makes everything in your service organization easier to scale—because your agents are more efficient and productive than ever before. Just the ten seconds agents save from not having to switch applications can translate to days of work saved in one month alone.

From Reactive to Proactive Service

When you scale your business, you do everything you can to keep up with your customers. However, all the effort it takes to simply respond to and stay on top of their queries leaves no time for any forward-thinking, proactive engagement.

You soon won’t have the luxury to pick up the phone and call every customer who gave you a low CSAT score. You need to be prepared to deliver that same level of 1-1 service, but on a much greater scale.

Automation is going to go a long way towards freeing up your agents’ time. Anything you can do to learn more about your customers and their needs before they’re transferred to an agent is going to massively increase your efficiency. Chatbots that ask a few simple questions about the issue a customer is having can simplify the experience for customer and agent alike. Smart segmentation that makes it easier to determine the right actions based on informed personas will save even more time and effort. Proactive outreach can inform an agent to send an email, or even automatically send an SMS, if an item is going to be delayed, giving customers options for how to proceed.

Team Reporting and Monitoring

As your team grows, so too does your need for detailed reports and insights. However, these reports are often in separate products for different channels, forcing you to spend a prohibitive amount of time creating and combining separate customer reports. To make matters worse, these reports are often delayed by hours or even days, meaning you can’t really see what your team is doing in real time. Many businesses that are scaling quickly also tend to start using more remote agents and teams to work faster. You are going to need a way to effectively monitor them in order to provide proper coaching.

The answer to your reporting problems is to be able to query, segment, and display reports through custom dashboards in real time. If your current solution doesn’t have these features built-in, they aren’t going to spring up overnight. And without proper reporting, you won’t be able to fully understand what’s happening in your growing team.

It can be difficult to successfully scale your support team—we know. Without a modern platform for customer experience, it might feel nearly impossible. Learn more about how Kustomer can help you avoid the common pitfalls of efficiently scaling your team here.

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