Scaling is one of the most exciting and terrifying parts of growing a business.
Investopedia describes scaling as a company’s “capability to cope and perform under an increased or expanding workload”. If you are meeting goals and building a client base, then scaling is an inevitable part of your business’ future.
However, scaling your tech company is difficult if you don’t have a strong grasp on what you want your business to look like as it expands. Scaling means more customers. If you aren’t equipped to handle the influx of that growth, you run the risk of alienating your established customer base. This can spell disaster for your business.
But there are ways to scale your business and experience explosive growth. You can continue to support your current customers along the way. Here’s how:
Implement the right customer service policies
The most important part of scaling your business without losing customers takes place long before you start to scale. If you want to be successful at growing your business, it’s important to have the right customer service in place.
One of the challenges tech companies face when growing their business is figuring out an appropriate customer service chain of command. If you have support engineers who are ill-equipped to deal with customer service requests, you will find yourself in a situation where your support desk is ducking calls and customer requests are going unanswered. When you’re a small company, it’s easy to identify where this problem is happening and fix it – but as you scale, it becomes harder to track each customer request and easier for customers to slip through the cracks.
Having the right customer service policies, procedures, and chain of command will ensure your customer service issues get handled as you grow.
Make sure your support engineers know the proper way to handle all of your most frequent customer service requests and complaints. Listen in on their calls or read through their customer conversation transcripts to make sure they’re handling things appropriately. If you notice support engineers escalating simple customer service requests to managers, talk to them and find out why they feel they can’t handle the issue individually.
By having the right customer service policies in place, you can ensure your customer service doesn’t suffer as you grow – and that you don’t lose customers as a result.
Keep your teams on task
One of the most significant challenges tech companies face is the division of labor. When you’re starting out, you (rightly) hire a team of engineers to help develop your product. But as your company scales, it seems like your engineers are doing everything but engineering – namely handling customer service.
Your engineers can’t spend their time dealing with work lower than their skill level. Your company can’t scale or keep its customers if your teams aren’t on task and your engineers are acting as customer service reps.
If you want to scale your company without losing customers, it’s important to keep your teams on task.
Your engineers are there for a specific reason, and it’s not to sit on the phone with your customers. Keep your engineers on task and find alternate solutions for your customer support issues.
Get the right support
Last but certainly not least, if you want to scale your business without losing customers, you need the right support.
When you’re first starting out, your business is probably trying to handle everything individually or with a small team. But as you scale, that’s impossible; the bigger your company gets, the less time you have to manage things on your own. The more critical it is to get the right customer service support to ensure your customer experience doesn’t suffer.
But don’t worry – we can help! At Answer 1, we help support our tech clients’ growth by empowering their engineering teams to provide better support to their customers through workflow management. We handle call and task triage, ticketing and case management, and other customer service tasks.
Our receptionists offer comprehensive customer service solutions tailored for growing tech companies, including frontline customer support. We also have industry-leading customer experience workflow and call management. Our call center support is available 24/7/365, so your clients will get the assistance they need without disturbing your team’s hard work. The support you receive from Answer 1 all depends on what you need and will scale alongside your business. Read more about Answer 1’s support for tech here.
When you have the right support, you can scale your business and focus on growth. This happens without worrying about sacrificing customer experience. At Answer 1, we’re here to provide that support.
Groove HQ reports that automating the repetitive tasks like answering the phone, taking messages, and scheduling that is performed by a ten-person support team can save them 2,000 hours a year, giving them 250 extra days of productivity. Just think about what your team will accomplish with a virtual receptionist.
Scaling your tech company without losing customers is possible – as long as you know the right steps to take. Now you know the proper way to scale your business without sacrificing customer experience. You’re well on your way to taking your business to the next level.
Get in touch with Answer 1 today. We can support your growth and help scale your business by providing the best customer service support in the industry.