Comments on: Six Steps to Painlessly Scale Your Customer Support

By: Aayushi Verma

Aayushi Verma — Tue, 05 Mar 2019 09:37:55 +0000

In reply to Andrew Boon. Great Blog. Thanks for sharing such a valuable information and want to know more about floor scale.

By: John Roky

John Roky — Fri, 22 Feb 2019 10:28:21 +0000

Thank you for sharing this wonderful article. I have started following many of these blogs – including the Social Beat one!

By: Printer Issue

Printer Issue — Sat, 16 Jun 2018 06:21:48 +0000

Thank you for sharing your knowledge this is a very helpful article. keep sharing!

By: Andrew Boon

Andrew Boon — Tue, 21 Nov 2017 22:41:14 +0000

Good points, thank you! It’s a really complex subject actually, and we found that often adding extra support people doesn’t really make as much difference as one may expect. Sometimes you can achieve more by improving your KB, on-boarding or even being a bit more active in public support areas (forums, community), and yeah… product. 🙂 The beauty of having good software as your product is in how you can fix issues at scale and remove most bottlenecks.

Oh, and I have to nitpick… your pie-chart about “41% and 36%” is a bit misleading. The 36% that respond within 6 hours don’t respond only to those who expect a response within this timeframe. That’s general response rate. So, in reality there are much more “unsatisfied” clients that this chart may seem to imply.

Thank you!

Andrew
CEO at UNA.IO

By: Bob King

Bob King — Thu, 11 Feb 2016 16:12:10 +0000

Fantastic article. Especially useful for Startups with Product Market Fit on the verge of scaling. I just shared this within several Slack teams.

By: Tamara :)

Tamara :) — Tue, 16 Jun 2015 15:36:59 +0000

This is so great! We are a small team of three… soon to be four and this points out some really great ways to easily train a new addition to provide the same excellent level of customer support that we aim to consistently provide.
Thanks for all the great tips and content, Len!

By: Sarah Hudgins

Sarah Hudgins — Tue, 16 Jun 2015 15:34:30 +0000

Great points, Len. I found the automation section especially helpful! Thanks for taking the time to blog about customer support. Your blog lead me to discovering groove and our team is LOVING it! Thank you!

By: MakisTV

MakisTV — Tue, 16 Jun 2015 15:30:57 +0000

Great post. Most of the stuff you mentioned can been seen in many businesses off and online but you made it much simpler to understand how this as a total makes a client happy or unhappy.

By: Danny Cheng

Danny Cheng — Tue, 16 Jun 2015 14:35:39 +0000

Len, thanks for another awesome post about customer support- I think the company I work at would benefit from this post- don’t know where you find the time to share stuff but I for one am grateful! Thanks Len!