Your team can thrive, your customers can love you, and your managers can lead with confidence.
Start moving your support team toward customer service experiences that are beloved by everyone. It’s more than just the why: Sustainable Support will show you how.
The content was pulled directly from decades of combined experience from bootstrapped (and then acquired, VC-backed, corporate) support experiences. This material doesn’t just hypothetically work: it is currently working, and recently worked toward getting a company acquired.
A Sustainable Support system relies on agents who can execute, and on supervisors and managers who can train execution.
This content is for both groups of people.
Real, objective, measurable metrics to be able to see the health of your customer support team at a glance. Stop with the guesswork.
If Customer Service sucks less, people stick around longer. Stop training replacements, and start putting that training budget to better use.
Support is more than a drain on the company budget. Move support from “cost” to “key piece of the connection between user and team.” It’s not as hard as you think.
Director of Technical Support first for a single-person agency, then for a small bootstrapped startup, then for an acquired brand, and now for an entire portfolio of brands at a VC-backed product.
No matter what level your product or service is, Ben knows how to support it. Having moved from the front lines to supervisor and then director, he also knows all the best ways that bad support doesn’t scale.