How to structure your customer support organization

What does a successful customer support team look and feel like? How can we manage delivering the best customer service while experiencing rapid growth the changes that come with it? What are the skills managers and agents need to better understand and support the agent experience? In this guide, we provide tools and frameworks to structure your support team based on what leaders have learned from their experience here at Zendesk. We practice these strategies as our own customer support team changes to keep up with the pace of the company’s growth. Identify the roles, teams, and tiers A good team always starts with establishing a strong foundation. First, identify your company needs and circumstances. For example, if you’re a software company, will most of your tickets be technical issues? What about if you’re a retail company? If your company were to categorize your tickets, which would have the highest volume? This will provide a starting point to manage expectations, and define the roles, functions, and teams that are needed to meet and support those needs. Zendesk’s Customer Advocate teams are organized into three team tiers to manage complexity by segmenting tasks and focus areas. Tier 1 answers general product

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