3 essential lessons I learned when scaling RingCentral’s customer support team – TechCrunch

There is a lot of things I wish I had known when I started with my small customer support team at RingCentral, but by the end of the day, we figured it out. I’m going to share a few critical lessons that I learned along the way that I wish I had known early on, so that when it comes to growing your own support team, you get a feel for what to look for. what to expect.

When I started with RingCentral, we were working with a growing small-scale support team. Our main goal was to maintain an excellent level of customer service with smart operational decisions.

You have several choices when it comes to expanding customer support:

  • Increase your headcount to cover the increase in the number of customers. This is an expensive option, and onboarding employees too quickly can result in substandard training that translates into substandard customer service.
  • Work with a small staff and count on less interaction with customers. This increases wait times and can prove catastrophic for customer satisfaction.

Hiring the right people is essential. You want to find people with the right basic skills and not necessarily the technical know-how to do the job.

But the real strategy to adopt, and the one we put in place at RingCentral, was to invest in the people we were onboarding and to ensure that all of our existing processes were running efficiently.

While automating processes and developing new strategies for responding to customer support is essential, building an efficient and empowered support team is the real key to moving your customer support operation forward.

Hiring the right people is essential. You want to find people with the right basic skills and not necessarily the technical know-how to do the job.

A core skill set combined with solid training allows employees to thrive with anything on offer, such as adjusting to remote assistance over the past year. An empowered employee can resolve support issues faster, making your overall operations more efficient. It’s a real win-win.

As you grow and integrate employees, make sure they know their importance – highlight the issues of their role in the business and value that responsibility. We want our employees to feel engaged, which is why we offer them opportunities to pursue exciting projects related to business initiatives and the opportunity to observe different organizations.

As you adapt to growth by evolving your support team, you will develop firm operational elements and workflows that increase efficiency, allowing you to grow further without the need to hire a additional support.

It has been a team effort to get to where we are now, so keep that in mind as you plan your growth. Your support team is your most important asset.

Lesson 1: Go beyond simplistic support

While it is handy to accept the accepted truth that customer support has only two departments – inbound and outbound, at RingCentral I have encouraged diversity within our support teams.

With different skill sets come support agents who bring something unique to the table. As I developed our frontline support, I quickly learned that talents could be used in a query-specific function. By placing the support associate in the most appropriate role, we have increased employee job satisfaction while remaining strongly focused on the customer experience.

Here is an overview of the teams we have developed:

Professional services team

Joseph P. Harris