As your support team grows, it can be tempting to start splitting out into different specialized groups. Team Billing handles all the billing related questions. Team Success only handles onboarding new customers. But is that something you should be doing? And even if your team is smaller, should you specialize in a specific area of your product?
It’s new series time! We’ve looked at how to make your team better and your product better. For this series, we’ll be looking at how you make yourself a better support pro.
Let’s talk about setting goals.
We’ve talked before about ways your team can influence the product. But when it comes to building out those new features, how can the support team help?
Whenever you go to a restaurant, every staff member that you meet has an impact on the product, in this case your dining experience. From the hostess that smiles as you enter the door to the chef that checks on your food personally, the team shows the quality of the product.