Just when you have your whole customer service process working beautifully, things inevitably change. What was a finely balanced system starts to wobble, and suddenly you’re in danger of drifting from consistently high quality into the crowded swamp of mediocre service.In a growing company, change is unavoidable — and usually greatly desired — but that doesn’t make it easy to handle.It is possible to scale your customer service function while maintaining high-quality support, but it takes deliberate effort and thoughtful actions. The first challenge is to understand what it means to scale support, and the second challenge is to realize when you need to scale (ideally before everything breaks).We’ll help you meet both challenges below.
