Step 1: Framework for defining team structure
Before we dive into the specifics of structuring support teams, it’s important to ask as few questions
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How important is customer support for your company?
Is customer support equally or more important than acquisition?
How important is overall customer experience for your company?
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How much resource am I willing to put into better customer retention?
How you answer these questions might change how you’re thinking of structuring your support team, but one thing that’s unequivocally necessary is the need for support teams altogether.