How to Scale Customer Support: Best Practices for Quality and Growth

What is Customer Support Scaling?

First off, a quick definition, just to ensure we’re on the same page.

By customer support, we mean the types of interactions users have with your business when they get stuck with some aspect of your product, need help, or want to complain.

The more users you have, the more support inquiries you have – and that means that your support system needs to grow and become more efficient at processing those inquiries. You can think of scaling as that growth in the scope and efficiency of your support system.

If your support infrastructure doesn’t scale with you as you grow, you risk having thousands of disgruntled customers who are unsure how to use your product and don’t have someone (or something) to turn to in order to help them. That’s a recipe for churn.

Note also that scaling customer support isn’t just about ensuring that customer inquiries get dealt with. It’s about ensuring that they get dealt with well – in other words, about maintaining that sense of personal care and diligence that you communicated in every support interaction when your company was smaller. 

To scale your support, you’ll need to streamline processes, reduce the workload for each individual agent, and empower customers to answer their own questions where possible. More on the specifics of how to do that later. 

When to Consider Scaling Customer Support

There are six scenarios in which it might make sense for you to think about scaling your customer support.

Let’s look at each of them in turn – bearing in mind that they’re not necessarily mutually exclusive. 

1- When your company is expanding into new markets

Expansion in this sense can be:

• Geographic, such as expanding from the UK into Brazil
• Linguistic, such as expanding from the English-speaking part of the US into the Spanish-speaking part
• Related to market segment, such as expanding from sales departments to marketing departments
• Related to budget, such as going after larger companies with more money than your past customers

In each case, your support infrastructure is going to need to grow.

Perhaps you’ll need support resources in more different languages. Or perhaps you’ll need to provide a higher level of white glove support to your fancy new enterprise clients.

2- When adding a new feature to your product

Adding a new feature to your product does a couple of things that require your support team to get more efficient:

• It expands the range of possible FAQs that your support team needs to be ready to answer. Now there’s one more feature that customers can ask about.
• Sometimes, it also expands the range of problems that your product is solving. That potentially attracts new customer personas who have new questions about the new problem you’re solving for them.

So you’ll need to be in a position to answer a wider range of questions to more different types of customer personas.

3- When you close a round of investment

Venture capitalists and angel investors often make investments contingent upon future growth projects.

“We’ll invest X dollars today, and a further Y dollars in a year if you grow your ARR by Z percentage.” 

Language like this is in the majority of investment contracts. So you want to be in a position to be able to:

1. Attract new users and grow, and
2. Be able to handle support inquiries from all those new users once you grow

Expect savvy investors to ask questions about how you’ll grow your support infrastructure before they invest, and then make sure your support scales as your business grows – particularly if they have a seat on your board.

4- When you’re experiencing rapid growth

This is the most straightforward one.

The more you grow, the more customers you will have, and the more support inquiries those customers will make.

This, more than anything else, forces you to think strategically about scaling your support infrastructure.

5- When support tickets are increasing

Counter-intuitively, sometimes support tickets can increase even when your business growth is stagnant, or even when you’re churning users.

That’s less a sign that your business is growing, and more of a sign that your customers are unhappy with something.

Your product team will need to figure out what the problems are and make the necessary product tweaks. 

But on the support side, this is also a good opportunity to improve your infrastructure so that customers don’t get even more disgruntled. You want your customers to get the sense that your team is there for them.

6- When customer satisfaction is decreasing

Similarly, if your customers are becoming less satisfied, this is a sign that you need to improve support efficiency. You might notice this through:

• Increased churn
• Poor CSAT scores
• Negative feedback in sales calls
• Negative feedback in customer success calls
• Negative feedback from in-app surveys

Key Tactics to Scale Customer Support

Having established why scaling customer support matters and what scenarios necessitate scaling, let’s explore how you can actually go about scaling in practice.

Create the right environment for customer support

Before you do anything else, you’ll need to create the right climate at the management level for your support department to be able to thrive.

This DOESN’T mean:

• Raging at support when customers churn, especially big enterprises
• Burning out support agents by expecting them to handle too many cases at once
• Forcing support teams to answer questions immediately, without giving them the necessary training that tells them the answers they need

Remember: your goal here is to provide an environment that allows customer support specialists to be efficient and focus on resolving critical issues – to the exclusion of unnecessary office politics, bureaucracy or drama. 

At the top level of management, one of the best things you can strive towards as you overhaul your support team is simply staying calm and collected, as this LinkedIn post by Charlotte Lynch highlights:

Together with your investors, board members and other advisors, create a corporate strategy that lays out exactly how your support department needs to grow to complement the rest of your business. Make sure sure it includes:

• KPI targets, such as, churn rate and response time
• Key hires, such as middle managers in the support team
• A support budget that grows as your bottom line grows, but not to the extent that it’s like a chain around your leg pulling you down

Once you have your plan, trust your team to stick to it, and have faith in the process.

Invest in onboarding customers proactively

My all-time favorite definition of onboarding is “customer education.” And that’s something that takes place throughout the customer lifecycle, from the first sign-up to when they finally decide to churn.

How does this relate to customer support?

Well, the two things go hand-in-hand. The better job you do of educating your customers upfront about how to get value from your product, the fewer questions your support team will get asked.

Onboarding is a massive subject and exploring it in depth would go beyond the scope of this article, but some tactics that you can use here include:

• Sending a welcome email to say hi to new users and explain how your product works
• Creating an automated product tour that guides users through the process of adopting a particular set of features relevant to their use case
• Pre-empting common support scenarios by developing detailed how-to guides, FAQ pages and other resources
• Using interactive elements like tooltips and hotspots to highlight particular features and explain how they function

Build a comprehensive self-serve knowledge base

An underappreciated way to scale your support is by reducing the number of support inquiries that your agents have to address manually.

‍But how is that possible, if your company is growing?

You can achieve this by investing in self-serve support options that allow customers to answer their own questions – without having to ever speak to an agent.

Typically, what this means is that you create a knowledge base that answers all the FAQs on a separate subdomain of your website:

Then, you can use a widget like this to allow users to access the support materials there inside your product itself, by means of an in-app help center:

There are lots of benefits to a self-serve support philosophy:

• With fewer questions going to your support team, you can save money on support agent salaries
• You can empower users to answer their own questions – which is both more satisfying and faster than waiting in a queue to speak to an agent
• You can also make customers feel heard and appreciated by building their feedback and insights into your knowledge base
• And you can also give customers what they want – which is not to speak with support people! Zendesk has found that over half of customers feel stressed and exhausted when speaking with support

Automate recurring processes with AI chatbots

In a similar vein, you can take the pressure off your support team as you scale by leaning on AI chatbots.

Such chatbots are particularly useful as a first line of defense: to answer the simple questions that your support team gets asked hundreds of times a day. 

You probably already have a scripted answer to such questions already, so it makes sense to take the next step towards automation and outsource the whole process of answering them to AI.

Many industries are already heading in this direction. Data from Comm100 suggests that the top markets currently using chatbots are as follows:

• Real estate: 28%
• Travel: 16%
• Education: 14%
• Healthcare: 10%
• Finance: 5%

Chatbots are beneficial in the scaling process because they reduce human error and speed up response time, even at times when human support agents would be sleeping. 

They’re also trusted by customers – a Zendesk study found that nearly 80% of customers find AI bots helpful for simple issues. 

Chatbots aren’t even that difficult to build anymore. Tools like UserGuiding exist which allow you to create a chatbot without having to code, and then train it on your knowledge base. 

One caveat: just make sure that human support agents are still a part of your process, especially for the more complicated support queries. Research suggests that 80% of customers are more willing to use a chatbot if they know they can easily transfer to a live agent.

Regularly review KPIs and customer feedback

You can also improve your support processes by keeping an eye on support KPIs and listening to the feedback you get from customers, and then pivoting according to what the data tells you. 

For example, if customers are consistently telling you that they’re finding your onboarding checklist confusing, it’s time to send that back to product marketing to improve the copywriting and interactive walkthrough of individual checklist items. 

Research suggests that not enough support teams are making adequate use of data-driven decision making. According to Zendesk, as many as 60% of support agents say that a lack of customer data often causes negative support interactions. 

Three metrics that are particularly essential to track as a support team are:

• CSAT (Customer Satisfaction): A measurement of customers’ satisfaction with a specific interaction or support experience, often gathered through post-support surveys that immediately follow the interaction. 
• NPS (Net Promoter Score): Gauges customer loyalty by asking how likely customers are to recommend the company's product to others on a scale from 0 to 10.
• CES (Customer Effort Score): Evaluates the ease of a customer's experience with support, asking how much effort was required to resolve their issue on a scale of 1-7.

Scale with intent for growth

Are you managing your support team with the intention to maintain your existing business or to grow it?

It might sound like a straightforward question, but you’d be surprised at how many businesses get attached to their standard support process, get used to that process achieving a certain level of result – and then struggle to scale.

Remember that growing will require you to let go of some approaches that simply won’t work at a larger scale.

Chief among these is usually being able to answer every question manually with a custom answer that’s personalized to the exact situation in front of you. 

To replicate the quality of customer support interactions you had when you were smaller, you’ll need to lean on onboarding, self-service support and AI – all of which require strategic and technological planning in order to implement. 

To summarize:

• Lay out a plan for scaling support at a top management level, and then trust your team to get on with implementing it
• Invest in onboarding elements like a product tour, tooltips and hotspots, since these will preempt a lot of support questions
• Build a knowledge base so that customers can answer their own questions instead of coming to support
• Take the pressure off your agents by using chatbots as a first line of defense to answer simple FAQs
• Review your CSAT, NPS and CES data and pivot your support strategy accordingly
• Be mindful that you’ll need to leave behind old support strategies if you really intend to scale

Importance of Personalization at Scale

A common problem that companies have as they scale their customer support is that they lose the personal touch that they had when they were smaller. 

When you have 10 customers, it’s easy to personalize each support interaction, but at 10,000 customers, concerns about efficiency and templated messages often trump a more personal connection.

The key here is balance. Efficiency, systems, templates and technology are all helpful, but in a customer-facing space like support, the human touch will always be essential as well. And don’t forget that 76% of your customers expect personalization – so there’s no escaping it. 

So how do you find that tricky middle ground?

The secret sauce you need is segmentation. Segmentation allows you to group customers who are similar together and create support experiences that are appropriate for the whole segment, not just one customer.

So you get the efficiency of scale, and the customer still gets a personal touch. It’s a win-win!

You can segment on the basis of:

• Customers who used or didn’t use a particular feature
• Customers who completed or didn’t complete your product tour
• Pricing plan
• Enterprise or small business
• Location and/or language

You can get this data from a combination of your app’s dashboard and Mixpanel.

Classically, what I’ve seen over the years is that companies create a welcome page to greet new customers, and then ask them segmentation questions in a welcome survey that relate to how they’ll use the product:

On the basis of their answers, customers are then assigned a segment.

It’s intelligent segmentation that allows Grammarly to create a product tour like this:

Can you imagine how annoying this pop-up would be to read if you saw it every time you logged into Grammarly?

So what Grammarly does is split their users into two segments: new users and users who have already used the platform.

They then set up their onboarding in such a way that only new users get this type of support.

Scaling Customer Support for Global Audiences

We live in a global economy, so as your business develops, it’s very likely that you’ll start to pick up customers from other cultures and/or other countries.

This poses a number of different challenges to teams who want to scale their support offering. You want to offer all your customers the same high level of support, but who’s to say that they all speak the same language or use the same tools?

On the language side, it makes sense to hire support teams that speak the major languages your customers speak. For example, at UserGuiding, most of our customers speak either English or Portuguese, so we have support teams that speak both of those languages at a native level.

It’s also smart to localize your existing support resources. So take any FAQs, support posts, knowledge bases, help centers and other such resources, and make sure that they’re available in all the languages required by your customers. 

If it’s too expensive to hire a new support team, or the thought of localizing your support infrastructure seems overwhelming, AI is a good stop-gap. It’s comparatively simple to set up a chatbot in multiple languages at once. 

But the challenge here goes beyond mere linguistics. 

Sometimes, you’ll find that customers in one area use one platform, while those in another area use a completely different one! A good example here: in Europe, there are some businesses that offer customer support on Whatsapp, whereas Chinese businesses offering the same type of support would need to do so on WeChat.

In a similar vein, I remember working on a Shopify business a few years ago. Shopify Payments wasn’t available in my country, but it was in the country where most of our customers were based! So we had to offer customers different payment support options, depending on where they were located.

Consider also the effect of local regulations on your support practices. To use another European example, GDPR data regulations have a huge impact on what sort of data you can collect in support interactions and how that data should be processed. But the US has a completely different set of regulations. Does your support team respect both sets?

And here’s a subtle one that trips people up every year: daylight saving time! If you’re unable to host a support team in every country that you serve, you’ll need to be mindful that different countries change their clocks on different schedules. This will affect the hours during which customers expect to have access to support. 

PS: some countries, like Turkey, don’t have daylight saving time at all!

Common Mistakes to Avoid When Scaling Customer Support

As the saying goes: a smart person learns from their mistakes, but a wise person learns from the mistakes of others as well.

So here are some common mistakes that companies make when trying to expand their support architecture.

Over-reliance on automation at the expense of quality

As businesses grow, the temptation to rely heavily on automation can be overwhelming. While automation tools, such as chatbots or automated email responses, can improve efficiency, overusing them can lead to a poor customer experience if they’re not balanced with human interaction.

Google is infamous for having this sort of over-automated customer service. Every single response is templated, to the point that it’s extremely difficult to work out exactly what the problem is. 

To fix this problem, make sure you’re segmenting your customers like we said before, since this will give you the best balance of automation and personalization. Additionally, ensure that customers always have the ability to speak to a real person – and a real person who doesn’t just regurgitate templates. 

Neglecting the importance of team morale and training

When a business grows quickly, there can be a temptation to hire a ton of support people in record time – just to keep up with the overwhelming weight of support inquiries. The impulse to ensure you’re sufficiently staffed is a reasonable one, but consider that throwing new support agents to the lions without adequate training is asking for trouble.

Big call centers are notorious for this sort of work climate. The emphasis is all on speed: on answering as many questions as possible in the shortest amount of time. There’s much less attention paid to the mental health of employees, or to equipping new hires with the knowledge that will let them answer questions efficiently. 

So sometimes, you need to take two steps back before you can take a step forward. There can be value in slowing down, giving team members adequate training, and (dare I say it) appreciating support people when they do a good job.

Failing to update tools and processes as the business grows

We’ve made the argument numerous times in this article that businesses can’t expect to solve support problems at 50,000 MAUs using the same support systems they used to solve them at 500 MAUs. Nowhere is this truer than in the realm of tools and processes.

For example, what if you’re using a CRM at one pricing level, but you have more users than your CRM can handle? In that situation, you’d have to speak to operations to get them to upgrade your CRM, or migrate to one better suited for larger companies.

Another classic example is when your knowledge base is out of date. It’s really lame as a support agent to direct a customer to a help article, only to have them say “I tried that, but the button I needed wasn’t there.” Ensure your support resources reflect the latest updates to your product, and you’ll save yourself a support headache. 

Final example: when you’re small, it’s relatively easy to file all support tickets manually. I’ve seen companies file paper tickets and put them in filing cabinets – yes, even in 2025! When you’re larger, you can’t get away with technology like this. You’ll need to use software that organizes and categorizes tickets automatically. 

Top Tools for Scaling Customer Support

You could try to scale your support infrastructure alone, but you’re playing with fire if you haven’t done that before. After all, it’s a bit risky to try to figure everything out on your own, and all that trial and error could end up being rather expensive and time-consuming.

So most companies end up partnering with one or more tools. Here are a few of our favourites.

UserGuiding

UserGuiding is a great tool to use if you want to take a proactive approach to customer support.

That’s because our onboarding suite will help you educate your customers – to such a degree that you’ll have far fewer support enquiries to deal with. 

For example:

• You can create product tours to show new customers the ropes
• Tooltips and hotspots are great for highlighting individual features and explaining how they work
• Feature announcements tell your customers which features you’ve released and how they’re valuable to them

All these features can be built with UserGuiding without having to write a single line of code, which is a huge time-saver.

On the support side of our product, we also offer an AI assistant. 

This is a great tool to add to your support kit if you’re looking for a way to automate the answers to simple questions and take the burden of answering those off your agents. 

Note that the AI assistant can also be trained on your knowledge base – so it will learn more about your product infrastructure if you give it more data to chew on.

And speaking of knowledge bases, you can also build those with UserGuiding – again without any code needed. And you can use our help center widget to embed it in your product so that users can find answers to their own questions – without having to bother a support agent. 

Read about our pricing here, or grab a free trial today!

Zendesk

Zendesk is a powerful customer support platform that offers a comprehensive suite of tools to help businesses manage every aspect of their customer service operations.

You can use Zendesk’s ticketing system to manage customer inquiries across multiple channels like email, live chat, social media, and phone. This ensures that you never miss a customer request, no matter how it comes in. Additionally, Zendesk comes with pre-made templates that simplify the setup process, allowing you to get your support system up and running quickly.

What makes Zendesk stand out is its knowledge management software. You can easily set up internal knowledge bases, IT knowledge bases, support team-only resources, and customer-facing FAQs — all in one place. Because it’s cloud-based, the knowledge base is always available for customers and support teams to access at any time. 

With Zendesk’s self-service portal, customers can find answers to their questions, while your team can track the issues through support tickets. Plus, Zendesk provides helpful insights to identify gaps in your content, so you can focus on creating the knowledge base articles that matter most.

For businesses with a global reach, Zendesk allows you to translate those articles into over 40 languages, making it easier for your team to deal with customers at scale around the world. 

Intercom

Intercom is a well-respected AI-powered customer success tool.

One of the standout features of Intercom is its chatbot, Fin, which can handle a wide range of customer inquiries. Known as one of the best chatbots in the industry, Fin can answer simple questions without human input and, with sufficient training on large data sets, can even tackle more complex scenarios. 

On the human side of customer success, Intercom provides a helpful ticketing system that allows you to manage all customer inquiries in one place. This system makes it easy to respond to requests on whichever channel suits the situation best.

With its automation features, Intercom helps businesses efficiently manage growing volumes of customer inquiries, allowing your team to focus on more complex issues while the automated tools handle routine questions.

Intercom also lets you create simple product tours, which should reduce the amount of support inquiries your agents get. While these tours are easy enough to create, they’re often seen as more linear and less engaging compared to other tools in the market.

Freshdesk

Freshdesk is a support platform that helps businesses manage and streamline customer inquiries.

Freshdesk offers multichannel support. Whether customers reach out via email, phone, chat, or social media, Freshdesk centralizes all communication and provides a unified view of interactions. This ensures no customer message gets lost and helps agents maintain context across different channels.

Automated ticket routing helps direct queries to the appropriate agent based on predefined rules, ensuring that each request is handled by the right person. This speeds up the resolution process and keeps support teams organized.

The platform also includes a knowledge base feature, allowing businesses to create and maintain a repository of articles and FAQs. This empowers customers to find answers to common questions without needing to contact support, reducing the burden on agents and freeing them to focus on more complex issues.

Additionally, Freshdesk’s automation and workflows streamline repetitive tasks. By setting up rules, triggers, and actions, businesses can automate many aspects of their customer support, from ticket assignments to follow-ups. 

LiveChat

If you’re looking for a chat app to help you scale your support operations, you could do worse than checking out LiveChat. 

As the name of the app suggests, it allows you to add a live chat feature to your website – thereby giving customers an easy way to reach out to you. You can customize the look and feel of the chat so that it matches your branding

LiveChat’s chat app is quite a bit more powerful than your typical chat app. There’s a message sneak peek feature, which allows agents to see what customers are typing in real time. And there’s also a traffic feature which allows agents to see who’s visiting your website and initiate chats according to what they’re doing. 

Somewhat more conventionally, you can also transfer chats between agents, integrate chatbots, schedule chats for the future and download a transcript of each chat.

On the preventative side of support, you can also use LiveChat to make help centers and knowledge bases, so that users will be more inclined to answer their own questions than come to your support team. But this is more of a specialist chat tool, and so the quality of those elements is somewhat mediocre. 

HubSpot Service Hub

HubSpot’s CRM and suite of sales and marketing software is well-known in the industry, but did you know that it also offers a tool that’s focused on customer support?

HubSpot Service Hub is a powerful tool in its own right that combines a lot of the features we’ve discussed already for other tools, including:

• A knowledge base for self-service support
• Automated ticket creation and assignment
• Live chat that can be customized to your brand

So why use HubSpot Service Hub over the other tools we mentioned? The most obvious reason is because it’s a HubSpot tool. The integration with HubSport CRM is seamless, as you would expect, and it’s incredibly easy to pass customer data between the two tools. 

As a large enterprise, HubSpot also has to have very comprehensive data protection standards, so you can be 100% sure that any customer data you share with Service Hub is going to stay private, unhackable and safe. 

And don’t forget about Service Hub’s suite of data analytics. The platform's reporting and analytics offer valuable insights into support performance, helping businesses monitor key metrics like response times, customer satisfaction, and overall service effectiveness.

Salesforce Service Cloud

What we said of HubSpot could also be said of Salesforce. Again, this is a huge brand name, but software that’s better known for its sales CRM functionality than anything else. Nonetheless, Salesforce Service Cloud is a robust support platform in its own right. 

It’s particularly good at giving customers a vast range of support channels (whether that’s email, phone, chat or social media), and then routing inquiries to the correct channel. For particularly complex support issues, the case management and incident resolution features can also be quite useful. 

Salesforce Service Cloud also offers a wide range of self-service support options, including a knowledge base, various service portals and bots. This can help you scale by reducing the number of inquiries your team needs to handle. Since your agents can access the knowledge base as well, it also allows them to answer any outstanding questions more efficiently. 

This tool also includes powerful reporting and analytics tools, giving you insights into customer service KPIs and agent productivity, and helping you see which areas need improvement.

And like HubSpot: if you already use Salesforce’s CRM software, adding Service Cloud is a no-brainer, just because of how well the two tools integrate together. 

ChatBees

Chatbees is an AI-powered customer support tool designed to automate and enhance support workflows, making ticket resolution faster and more efficient. 

This platform builds knowledge graphs from historical tickets, allowing support teams to resolve new tickets faster by drawing on insights from past interactions. These knowledge graphs can be built from popular ticket systems, including HubSpot.

For teams that want their support interactions to be even more automated, Chatbees can also train an AI assistant on the basis of your knowledge base, Notion, Google Drive and pdf files. This is similar to UserGuiding’s AI assistant, in that the AI will eventually know so much about your product that it will be able to analyze and solve simple tickets on its own. 

Chatbees AI is more advanced than some of the other AI tools on the market. Whereas other solutions work with generative AI only, Chatbees also uses RAG, or retrieval-augmented generation. This means that it combines generative AI with information retrieved from your support resources – making its answers more accurate. 

To continuously improve its performance, Chatbees utilizes history and feedback loops, learning from past interactions and user feedback to refine the AI's ability to generate and retrieve accurate information. This iterative process ensures that responses become more precise over time.

Real-World Examples of Inspiring Customer Support

Want to see what a great support system looks like when you put it all together?

Here are three examples from companies that might inspire you.

Let’s start with an example from traditional phone customer service.

Zappos

Zappos is a leader in the online shoe space – thanks in large part to their obsession with customer service.

This is the company that holds the world record for the longest time ever spent on the phone helping a customer – an astonishing 10 hours and 29 minutes! Putting that headline figure to one side, this shows that Zappos will spend as long as you need to on the phone so that they can solve your issue.

A few years ago, Zappos even had a “Customer Service for Everything” service, where you could call their support team about literally anything. That’s a truly extraordinary level of dedication.

They also have a 365-day return policy. So if you’re dissatisfied with your shoes, you can return them at any time within a year of buying them and get your money back. 

Quite a breath of fresh air in a world where 30-day returns are standard. This is a company that will stop at nothing to make its customers happy. 

Yousign‍

Yousign is an e-signature solution, similar to Docusign.

Their help center is a work of art:

Look how simple the initial layout is! There’s tons of white space here, making it very easy to navigate and find what you want. 

If you can’t find what you want among the 5 categories, the search function is also very prominent and easy to use.

Note also how the multilingual support jumps out at you in the top-right corner. This is great for the part of Yousign’s audience that doesn’t want support in English, and will help them scale.

And also observe at the top of the page how this support can be accessed without logging into Yousign’s app itself. This is a subtle point, but it makes the support more accessible for Yousign’s audience.

Pollfish

Pollfish is a market research and surveying tool.

They have a really instructive example of live chat being used for support:

This way, visitors to Pollfish’ website don’t have to explain their needs or think about whether to reach out. Pollfish makes it as easy as just typing a message, right there and then.

Observe how the messaging in this example is expertly crafted. It speaks directly to Pollfish’s value proposition – in this case, running a survey. And it also speaks to a common question that Pollfish’s audience has, namely how to get a quote.

All in all, much easier for the end user than writing an email or giving Pollfish a call.

Resources To Follow For Better Customer Service

Want to learn more about how to scale up your support efforts?

The UserGuiding blog is a great place to learn about that, particularly on the onboarding technology side.

Other great resources include:

• Customer success webinars offered by Churnzero
• GrooveHQ’s customer support blog archive
• This massive Meetup group for Customer Success. They’re based in San Francisco, but they post videos of their meetings on Youtube, so anyone can benefit.

Final Thoughts on Achieving Quality and Growth in Customer Support

Having read this article, you should now know:

• Why scaling support is important and in what situations you need to scale
• Key tactics for scaling support
• Why you have to preserve personalization, even at scale, and how to do that with segmentation
• Common mistakes to avoid
• And which tools to use to help you scale

In terms of tools, there’s a wide range available: from platforms that are more AI-focused to those that aim to create a smooth pipeline of inquiries for your agents to address.

If you want my advice, the smartest play here is to focus on a tool that will boost self-serve support – because that’s how you minimize the number of inquiries your agents have to deal with.

And the best way to do that is to educate your customers using onboarding tools like guides, product tours and tooltips.

UserGuiding will let you build all those (to say nothing of the AI assistant and knowledge base options!) without having to write a single line of code.

Sounds too good to be true? Sign up for a free trial and see for yourself!