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Take These Proven Actions to Scale Support Delivery

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.

  1. 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.
  2. 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.
  3. 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 descrease demand on Support.
  4. 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.

 

 

Want to better understand Support demand trends? Download our research.

Are you ready for the challenges your Support organization will face in the year ahead?  Are you ready to capitalize on new opportunities?  How will you scale and transform Support?

For insights about how Support is changing and the opportunities and imperatives for 2021, download ServiceXRG’s latest study: Support Transformation: The Guide to Essential Practices and Metrics. It examines current trends in Support delivery and offers tangible guidance for Support, Success and Service professionals to meet growing expectations of both customers and company executives. Download your copy now.

Make your plan to meet the Support demand in your organization—we can help.

ServiceXRG provides coaching and guidance to help companies maximize customer value through better Support performance. Contact us anytime to set up an initial assessment of your Support planning needs. Use the chat button at bottom right, send an e-mail, or click on my calendar to schedule a specific time.

 

Support demand is on the rise. What’s your response plan?

Download the ServiceXRG Whitepaper:

Four Imperatives for Scaling Support

Download Four Imperatives for Scaling Support and discover:

  • The most effective approaches to scaling support — proven in high-volume support organizations.
  • The 4 top strategies to scale support and reduce demand.
  • The best practices that make these strategies effective.
  • The metrics that enable precise tracking of your efforts to scale support.
Download the ServiceXRG whitepaper, "Ensuring a Successful Journey to Customer Success"

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