We are the Headset Army
We support flawed products. Because all products are flawed.
Our customers depend on us. They depend on our flawed products and our incomplete solutions and our imperfect services.
Our organizations depend on us. They depend on the revenue we retain and the customers we please and the fixes we provide.
We are Customer Support Specialists and Technical Support Specialists and Support Representatives and Application Support Analysts.
We are too expensive.
Support is Not Scalable
We have great intentions: help our customers achieve their goals. The problem is, doing so as a team is more difficult and expensive than it should be. Our organizations lack the process and the tools to keep their support teams running efficiently as they grow, which leads to:
Backdoor Support
Customers find backdoors through the official support channels, such as direct email addresses, direct phone numbers, or Zoom meeting IDs of team members. Customers start using these resources exclusively because they believe, rightly or wrongly, that they will get faster or better support this way.
Support Heroes
High-performers become reactive to every support escalation, and fires appear constantly that need to be put out. The rest of the team begins to rely on heroes to solve too many of their own tickets, and the heroes become bottlenecks and suffer burnout.
Invisible Cost
When the team starts spending time providing backdoor support and heroes start being pulled from fire to fire, the organization stops being able to measure performance, efficiency, or effectiveness. Costs rise.
We become too expensive. We are laid off. We are replaced with AI. Our services become unavailable to more and more of our customers.
Process Matters
If we want to provide the best support for a reasonable cost to our organizations, we must develop processes that prevent these problems. And we must adhere to those processes rigorously. Our mantra becomes:
Support is a Team Sport
We provide support as a team, not as individuals. Customers interact with our team, never our team members.
Escalate to Teams and Titles
When tickets require escalation, use defined processes for the team or title to escalate to. Never escalate to individuals.
Measure Outcomes
Measure customer satisfaction, resolution time, handle time and reply count. Measure them at the title, team, and individual levels. Promote over performers and fire under performers.
Only then will average team effectiveness rise, outpacing cost. Support quality will improve. Customers will be satisfied and their spending will increase.
Tools Can Help
The right tools make adhering to the process easy. So easy it becomes harder not to adhere to the process.
We are making tools that default to the right processes for efficient support teams. Our support call scheduler is built specifically for support team process:
Teams
- Provide customers single-use call scheduling links
- Assign support calls at call time rather than at schedule time
Escalation
- Escalate a ticket to a call with the right team member in 1 click
- Design process-based assignment rules for support calls
Outcomes
- Automatically collect and report on support call satisfaction
Don’t cobble together a solution using tools built for revenue teams. Use tools purpose-built for efficient support teams.
Are you ready to join our army?