Growing your business quickly comes with huge and sometimes unforeseen challenges. It is not always easy to hire and onboard staff, improve processes or implement new technologies, while simultaneously developing your customer base.
Take Zoom, for example. The number of people working from home soared in early 2020; At its peak, 300 million people used the software daily and sales increased 326%, as reported by CNBC. This meant that the video conferencing service had to speed up its operations quickly. Zoom responded by adding additional servers and engineers to handle the growing demand for its technology.
As the online publication Protocol noted, “Zoom has been able to handle this increased demand with minimal downtime, thanks to a global hybrid cloud network of self-managed data centers and cloud resources from AWS. and Oracle “. Zoom has also expanded its workforce, growing its team from 2,400 at the start of 2020 to more than 5,000 today.
Not all startup customer service scales look so graceful. Zoom’s story is exceptional, but it contains lessons for all businesses no matter how fast you grow your business. Below are seven mistakes to avoid on your scaling journey.
1. Losing sight of the employee experience
Protecting, and even improving, the quality of your customer experience is a must when scaling up. As the business grows, it is tempting to focus entirely on the customer.
But don’t forget the people who make that customer experience a reality.
It pays off to invest in your team through training opportunities, benefits, and wellness programs. In a study of 276 organizations in 96 countries, global analytics firm Gallup found that when employees are engaged, absenteeism, adverse incidents and employee turnover decrease dramatically, while productivity increases by 18%. .
2. Do not share data with team members
Giving employees insight into the purpose of their work and what they are helping the company accomplish can pay off.
As we mentioned earlier, a heavy equipment manufacturer that gave employees greater access to customer feedback saw CSAT scores increase by 50% compared to more low-profile organizations. A willingness to be transparent with employees by giving them insight into metrics and decision-making can build internal confidence and foster a strong corporate culture.
Ultimately, it helps grow your customer experience. By being able to see the impact of their work, team members will be more motivated to improve your CSAT and other important metrics.
3. Focus on efficiency rather than customer success
In the interests of efficiency, some companies lose sight of actual customer support.
There have been a few good examples, however, of customer service teams taking the time to go above and beyond. For example, a TELUS International team member received a call from an elderly customer seeking help with their smart home device. During the interaction, the client revealed that he felt lonely and socially isolated. The team member took the time to engage with the client, discussing childhood memories and life experiences. As the call was ended, the customer said it was the highlight of his week and thanked the team member profusely for their kindness.
This was certainly not the most efficient use of agent time, and it may not be possible to replicate it in every customer interaction. However, it shows that going the extra mile generates goodwill around your brand – a critical outcome in a world where consumers seek authentic connections. If current staffing levels are impacting the quality of service, consider outsourcing your customer service to increase scalability and customer satisfaction.
4. Getting stuck in analysis paralysis
It’s often too easy to get stuck in the process of gathering and analyzing information about your organization’s growth trajectory, modeling scenarios, and thinking about the steps to take to evolve seamlessly. Customer experience doesn’t happen in spreadsheets. Analysis paralysis is real and can hurt the scaling demands you have before you.
Don’t get stuck in a planning loop for future clients, as this could cause you to ignore the ones you already have.
5. Do not add self-service options
Self-service options like wikis, FAQs, and product documentation can help reduce the pressure on a busy customer service team. If a customer can find what they need on your website or through a chatbot, they won’t need to speak to an agent, freeing up that staff member for requests that require a more personal touch.
Finding the right people for the job is important, but it’s easy to spend too much time recruiting. You already know that outsourcing your customer service is an easy solution for rapid scale-up, but also consider working with an experienced talent acquisition partner to streamline your hiring practices.
Recruitment Process Outsourcing (RPO) allows managers to focus on more important tasks while recruiting is handled in the background. It’s an effective way to build a new team or supplement an existing one as demand increases.
7. Ignore the voice of the customer
When phones are ringing and email inboxes are overflowing, reviewing customer feedback may seem like the least urgent thing on your to-do list. But setting up a Voice of the Customer (VoC) program is critical to your long-term success. Using VoC analytics allows you to study customer feedback and ultimately improve customer retention, guide product evolution, and drive marketing strategies.
Avoid these mistakes as you scale
When your business begins to grow from a handful of employees and customers to a growing one, you need to take the time to think about what you need to achieve your goals. Sometimes it’s more people, sometimes new technology and sometimes different processes, but more often it’s a combination of all three.
Scaling up is not about rushing into the future at high speed; it’s about building a successful and sustainable business. Investing in people, customer experience and product development are major factors that contribute to your potential. Strategic partnerships with companies that understand your growth potential can help get you where you want to go.