The future success of your Customer Support organization relies on your ability to scale Support delivery. By taking these five actions, you can effectively scale Support delivery to not only meet the expected demand growth, but also fulfill an expanded, Success-focused mission.
When you can scale Support delivery, your team can add more value.
I have blogged previously about my POV regarding Support demand in 2021 and beyond (spoiler alert: Support demand will increase). While increased demand presents an opportunity for Support to take on more high-value customer engagement activities, it first requires increases investment in diversified, targeted actions that will enable Support delivery at scale. Focus on these four action areas that have been proven to drive results.
- Prevention – Support must take the lead in identifying the root causes of support demand and aggressively advocate for mitigation of these circumstances. Support must work with Engineering groups to improve product performance and usability issues and work across the company to promote effective customer onboarding and skills development activities. Read more about 7 Strategies to Prevent Support Cases.
- Self-Help – Support teams represent a repository of product expertise and must work to make their knowledge available to customers. Many new support cases can be avoided if customers are able to access the knowledge and expertise of Support. Transferring knowledge to customers to help them become more self-sufficient should be high on the list of strategic imperatives for all Support organizations. Read more about 9 Best Practices to Help Customers Help Themselves and Maximizing the Return on Your Support Knowledgebase.
- Proficiency – Companies need to look beyond just helping customers help themselves and consider how they can build customers expertise so they can use and apply products more competently. Proficiency will require companies to move beyond a reliance on self-help-focused strategies and invest in building the foundational technical and business skills customers need to apply products successfully. Read more about 10 Strategies to Build Customer Proficiency to speed product adoption and decrease demand on Support.
- Automation – Support has always been a labor-intensive function that relies on the skills of product experts. Support cannot scale based solely on human power. Read more about 5 Ways to Automate Service Delivery.