The Complete Guide with Best Practices from Seasoned Support Leaders

Scaling a support team is not a walk in the park.

In current times, businesses realize the increasing importance of retaining customers. Help and advice on scaling the function that speaks to your customers the most is critical. Alongside invaluable advice, take time to dig deeper and clarify the impact of scaling your customer support function.

In this report, you’ll learn how to:

  • Measure performance in a support team
  • Invest in automation
  • Turn your support team into a profit center
  • Manage incentives and motivation
  • Hire at scale

When scaling your support team, ask yourself:

Are you scaling the team to keep up with the current workload to reduce the ticketing queue? Do renewals, cross-sells, or up-sells need a dedicated person? Or is it a relationship-builder who can onboard clients seamlessly?

By Surfboard, foreword written by Dixa

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