How to Maintain Quality of Service While Your Company Grows

Updated: Feb 16, 2020


Many SaaS leaders agree it’s probably the trickiest part of rapid expansion.


You started off in one location, with 30 support agents, and the next thing you know 30 agents are about to turn into 300, scattered in different sites across the globe.


But customers expect the same quality level and are likely to switch brands if they don’t get it, according to customer service stats.


So how to maintain support quality?


Don’t Settle


The quality of your customer service is equal to the quality of the support agents providing it. When looking for new hires, don’t set the bar low because it’s "just support agents, so students and part-time employees are good enough”.


Don’t get us wrong, hiring students is perfectly fine and a lot of today’s Wix.com team leaders came as students years ago. The point is to find people who will actually care and grow at this job. Disengaged agents who just do their work for a quick buck won’t last, and won’t be helpful for your customers.


Your hiring process for support should be as picky and challenging as for any other position. Regardless if these are in-house or offsite teams. Outsource agents in bulk might be a quick win, but if they’re lowering your support quality level, it only buys you some time before another crisis.


Yakir Lasry, VP of Customer Relations at MyHeritage, emphasizes that when it comes to hiring support agents, candidates go through at least 3 interviews, a bunch of recruitment tasks, and an empathy test, in order to make sure support people can relate to clients.


One of the biggest possible pitfalls in outsourcing is — your external partners may not have the same standards and culture that you do. Go there (even if it’s on the other side of the world), spend a few days on the ground. Listen to calls, talk to customers yourself in front of the team, showcase the culture and support DNA you expect from them. The cost of a trip like that will be paid off fully, in the long run.


Share the Knowledge


Nika Fel, Head of English Support in Israel at Wix.com, highlights the importance of consistent training for new and existing agents alike, whether in-house or outsourced.


Provide all your in-house and remote teams access to the same knowledge and sources. Many times it isn’t obvious: new agents get onboarded, look for documentation, get lost in decks and spreadsheets. Make sure agents have a single source of truth to get started with, and everyone is going through the same process, regardless of location, seniority level, or product they’re assigned to.


Grow Product Experts


In order to ensure high-quality support for customers, you need to make sure you train your people to be product experts and project owners. Not just agents, answering tickets all day long.


Encourage them to learn all product flows inside out and grow dedicated gurus for different issues and products. This way you avoid constantly retraining all agents on products whenever there’s an update.


On top of that, this can seriously improve customer satisfaction. 68% of customers said the service rep was key to a recent positive service experience. 62% said that this was also due to the rep's knowledge or resourcefulness.


However, you can optimize the amount of training needed for different teams, according to the product they are responsible for. Some products are more complex than others and take much longer to master.


Start Small


Sales are exploding, so are the support requests, and you suddenly need to provide service to a much bigger amount of people. Familiar? We get it.