This is part of our ongoing series on scaling customer service, based on our Customer Service Scaling Timeline. This month we're covering Stage Four.
It’s common for support teams to have a support “bucket”: unassigned support requests that any team member can grab when they have a free moment. We think this is a fine system, especially if all your support employees have similar skill sets.
But even if everyone is contributing someone has to own the support queue. The buck has to stop with somewhere, no matter how well-intentioned your team is.