How to Build a Successful Support Team from Scratch
No matter if you’re building an internal customer support team or using a virtual outsourcing one, building a customer support team is best done with a clear plan. You can wing it, but you will find yourself having to undo mistakes at tedious length later.
Whether you’re starting a support department from scratch or have been managing a customer support team for a while and want to ensure it is structured to succeed, these seven building blocks make for a solid foundation:
- Define “great customer service” for your company
- Decide which channels to support
- Hire the right people
- Measure the right data
- Pick your tools
- Create your knowledge base
- Integrate support into your product and company
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