As you move into Stage 6, the infrastructure we put in place previously is going to help you immensely. But you also have a lot less control over individual interactions. You’ve got a huge team and a huge customer base who are doing so many things that you can’t hope to read them all in the day. It’s time to ensure that you are building a culture that will turn this into positive results, not a mess of bad, inconsistent support.
Some things you’ll want to think about in this phase:
- A customer-powered support community. Although we feel this doesn’t work for 99% of companies, you’re now at the size where you may need to guide your community to help each other in order to keep up with the size of you’re customer base.
- Ensure that you’re building an internal culture of quality support, because you can no longer control it all.
- Investigate pre-written scenarios for new hires, to give them the right approach – both specific to that scenario and in general – to helping customers.
- Do not let your standards slip. Yes, there’s a lot going on…but if you can’t answer customers at the same rate you did in Stages 1-5, they’re going to be disappointed and start looking elsewhere.
Stick with us as we take the dive into the final stage of our timeline!