Designing the Best Support Solution
summary
Shopify describes how support grows from less than 10 people to a scaled org using Zendesk’s maturity model, claiming Zendesk runs ~1,700 employees with 100,000 paying customers and another 100k free users. Specific tactics: hire customer advocates who own empathy, capture full customer context in a single system, and instrument channels (email, chat, phone, Messenger) with channel-specific SLAs. Practical tradeoffs include A/B testing chat hours, accepting conversion loss if unable to staff 24/7, and using internal wikis/Slack for fast handoffs.
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chapters (7)
- 0:00Company origins and growth
- 4:00The evolution of support
- 8:07Building customer advocacy
- 11:00Removing friction in support
- 14:43Managing multi-channel support
- 20:02Seamless organizational culture
- 25:01Q&A and practical insights
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