Transcription of Structuring your customer support organization
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Structuring your customer support organization
Structuring your customer support organizationStructuring your customer support organization2To quickly scale your customer service organization , you need to continuously rethink how to best provide support , what kind of people and skills you need, and how you re going to organize it s what this guide is all about. It s the lessons we ve learned at Zendesk over many years of rapid growth and as a result how we structure our customer service organization around specific teams, tiers, and roles. We define success as a combination of people, process, and technology where the people part always comes first. One of our most important initiatives over the last several years has been our focus on building that people-first approach to customer service.
generating and sharing knowledge-base content (internally and with customers). The second goal is to devise ways to help customers discover and use that self-help content. An example of this is to use proactive support to spot an issue that a customer is having or is about to have, then proactively create a ticket that contains a
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