People, Process, and System are the top 3 areas to focus on when building or growing Customer Care + Success teams for fast growing companies.

  • People
    • People are the most important element. Process and systems can provide safety nets, but nothing beats smart, energized, and trained teams
    • Engage with customers often
      • Ensure scheduled touchpoints with customers at various levels. Most times customers are not aligned with operation teams, managers, directors, and CXO’s
    • Hire teams right
      • Partner with the recruiting team to develop a tight hiring process so cycles are not wasted
      • Hire owners, not helpers
      • Candidates passion and drive top all attributes
      • Global companies need global teams – hire the right skills in the right regions to ensure language, cultural, and commercial differences are known and satisfied
      • Leverage both direct hire and outsourced/offshore partners. Each has a benefit, so leverage both. Partnered teams provide regional expertise, augment your recruiting, provide a filter for later direct hiring the best, and allow quick ramp-up or down of teams
    • Train teams via multiple paths:
      • Formal classroom study
      • Online self study certifications
      • Buddy program with existing employees in the same role
      • Ongoing training through weekly focused sessions that are record, and can be consumed later as teams are 24×7
    • Retain top team talent
      • Map-out career paths and offer internal career growth
      • Ensure ongoing check-in sessions to help teams grow personally and professionally
  • Proper Process – To Ensure A Good Customer Experience
    • In the end, too much process is bad, and needs to be balanced based upon the current company stage, company service or product type,  and size of teams
    • One Process Guide – Create a single process guide, version controlled, in an accessible area that everyone knows about
    • Tight Feedback Loop – Constantly update and correct the guide to make sure it is relevant, else other independent guides will spring-up, and break the model
    • Ensure there are no shadow process guides. Find them, eliminate them, and add content to main process guide
    • Ongoing Process Training – Ensure teams receive constant process update training and take process certification tests, to ensure a consistent support experience for customers
  • Proper Systems
    • Overall – Customer Care + Success teams know their systems requirements best, so should be actively involved in the setup and ongoing optimization. SaaS based systems are best for this and offer easy administration
    • Support Ticket Systems – It is very important to create ticket fields with the end goal in mind. The end goal is reporting, metrics, and automated alerting, and routing of issues, which required thoughtful creation of non-text based fields with correct selectable list items. Improper set-up means that each support ticket must be manually be reviewed and this does not scale, and the team will fail
    • Collaboration Systems – Required for team-to-team collaboration, and team-to-customer collaboration. Email is not a collaboration tool