The $100 MBA Show MBA2250 Q&A Wednesday: How many support messages is too many for one team member?
Customer Support should never be a secondary concern — it’s a selling point, and key to fighting churn. But a listener wants to know: how much Support can you expect your team to offer?
It’s Q&A Wednesday, and our listener has more Support requests than the current (single) Support agent can handle. Is it because there are more requests than any one person can deal with? Or is it because this one person isn’t measuring up?
And how the heck can you tell, either way?
Fortunately, we’ve got a lot of experience in this arena. We’ve always prioritized Support in our own software company. It was our theory from the start that quickly resolving hiccups would create more customer loyalty than anything else.
Today, we discuss what can reasonably be expected of a Customer Support agent, how to measure their performance, and what to do if someone on the team isn’t making the grade.
We share a formula for calculating the number of requests or tickets each agent should be able to tackle in a day, and offer remedial actions you can take before looking for a replacement. Learn how to make your Support Team one of your most valuable assets — Click Play!
To submit your questions, visit 100mba.net/q.
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