Structuring your customer support organization

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The question of how to structure a customer service team always butts up against several other questions. When is it actually time to revamp customer support’s organizational structure? Who becomes the tech support engineers, the systems specialists? This free ebook for customer support organizations will walk you through the entire process of upscaling your teams and support operations in a holistic way that encourages employee retention. Or, on the other end of the spectrum, how to leverage a knowledge-centered support model.

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you should read this ebook if...

  • You are in charge of a customer support operation
  • You're looking to scale the types of support you can provide
  • You need guidelines on how to best structure a small or large multi-tier support operation
  • You'd like to improve retention and morale with your support team members

about this ebook

When the right time comes to scale up your support operations, you’ll know it. But to ensure the customer support declines as little as possible during the transition, it’s important to have your new organizational structure laid out. So if you want to grow quickly as an organization, make sure your customer support team feels supported and ready to grow with you. Always keep customer advocacy at the core of your service ethos, but incorporate additional tiers of management as needed. Empower technical support specialists. Assemble a support ops team. As you add organizational complexity, make sure everyone still knows where they fit in with their new roles. You have an opportunity here to build greater team strength and give every team member the career path options they’re best suited for.

The question of how to structure a customer service team always butts up against several other questions. When is it actually time to revamp customer support’s organizational structure? Who becomes the tech support engineers, the systems specialists? This free ebook for customer support organizations will walk you through the entire process of upscaling your teams and support operations in a holistic way that encourages employee retention. Or, on the other end of the spectrum, how to leverage a knowledge-centered support model.

Structuring your...ZendeskInternal CommunicationStructuring your customer support organizationYour organization needs an internal communication framework or methodology to ensure departments and teams are working together…even without literally working together. You work more effectively when you know just how to communicate across teams and up and down management. Get your internal messaging and programs all on the same page with these free guides to internal communication.CustomerHey CS pros, lean on us. We've got the free resources every customer support professional needs. Learn from the best customer experience ebooks to reduce churn and improve retention. Find support team-tested best practices for amplifying the voice of the customer within your org. And get buy-in for the customer service tools your team and your customers need to thrive.Structuring your...ZendeskInternal CommunicationStructuring your customer support organizationYour organization needs an internal communication framework or methodology to ensure departments and teams are working together…even without literally working together. You work more effectively when you know just how to communicate across teams and up and down management. Get your internal messaging and programs all on the same page with these free guides to internal communication.CustomerHey CS pros, lean on us. We've got the free resources every customer support professional needs. Learn from the best customer experience ebooks to reduce churn and improve retention. Find support team-tested best practices for amplifying the voice of the customer within your org. And get buy-in for the customer service tools your team and your customers need to thrive.

Key insights

When the right time comes to scale up your support operations, you’ll know it. But to ensure the customer support declines as little as possible during the transition, it’s important to have your new organizational structure laid out. So if you want to grow quickly as an organization, make sure your customer support team feels supported and ready to grow with you. Always keep customer advocacy at the core of your service ethos, but incorporate additional tiers of management as needed. Empower technical support specialists. Assemble a support ops team. As you add organizational complexity, make sure everyone still knows where they fit in with their new roles. You have an opportunity here to build greater team strength and give every team member the career path options they’re best suited for.

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Structuring your customer support organization
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What we loved:

The summary of key takeaways at the end of each section

Summary:

If you need to build hierarchical structure and roles into your customer service, this is the support ebook for you. It breaks the customer service structure down into 3 tiers (plus tier 0) which adds some convenient flexibility. An opportunity to look around and cherry pick what you need. Even though the tiers build off each other, the different sections of the ebook can stand alone. A good pick for large, sprawling support team operations


25 pages
Interviews from the field
Table of Contents
ISBN
978-3112567342

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