Scaling customer support ticket volume without compromising quality

Scaling Customer Support Ticket Volume Without Compromising Quality

Customers don’t expect you to be perfect. But they do expect you to fix things when they go wrong – Donald Porter

You sow a seed and take care of it so that one day it gives you the delicious fruit you wish for. The seed needs more care and nourishment as it grows.

Your business is just like the seed which grew with the passing time, now it needs that extra care for its growth.

Scaling customer support plays an important role in the growth of a company. With the growth in your business, it is necessary to scale your customer support team. 

The growth of the business is directly proportional to how happy the customers are. The scaling customer support team helps in providing quick resolution in minimal time and that brings a smile to your customer’s face.

Customer expectations are growing and evolving. Customers today expect more from customer service than just dependable, polite assistance. They want a unique customer experience as well as easy access to help.

When your business is new, it’s simple to provide personalized, focused, and successful customer service. However, as your company expands, so will your support team. You’ll need to scale customer support, and here is where things might become tricky.

A ticketing system is a software that aids in the management of customer support tickets. Ticketing system software gives all of the contexts you need to address issues, as well as the ability to prioritize, manage, and automate regular support duties.

Scaling customer support becomes easier and quicker with the help of a ticketing management system.

When businesses prioritize superior customer service experiences, they may raise sales by 4% to 8% above the market- Brain and Company


What Does It Mean to Scale Customer Support?

Customers that experienced a terrible customer experience are 91 percent less likely to do business with your firm again- Glance

Scaling a customer support team is an important part of growing a business but it is necessary to understand the reasons that lead to scaling.

There are so many reasons which trigger the need of scaling the customer support team. Given below are some of the reasons which can lead to the scaling of the customer support team.

1. Growing customer base

The hunger for a growing customer base never ends. Every business wants its customer base to grow on and on and this triggers the need of scaling customer support.

A higher customer base means the generation of more tickets which needs to be resolved in the quickest way possible. A ticket management system can come in handy for handling a larger number of tickets generated due to an increased customer base.

2. Providing a 24/7 customer service support

When your customer base is spread across all the different time zones around the world, you need to be prepared with a customer support team that works 24/7 for your customer.

You need scaled customer support and a scaled technical support system in order to handle the queries of the customers 24/7 coming from all over the world.

3. More channels to increase ticket volume

When your customers reach you out through different channels and platforms then it becomes necessary to scale your customer support and scale technical support.

Adding live chat assistance, phone calls, or social media inquiries for specific client kinds might impact the burden, whether or not new customers are added.

4. Handling both new and existing customers

The new customers brought in by the marketing and sales team may have multiple queries and questions regarding the product and services.

The old customers may also come up with queries about new products and services launched by your company which can lead to an additional burden for your customer support team.

These can be some of the major reasons for the requirement of scaling the customer support team so that the quality of customer service is not compromised.

importance of fast resolution by customer support team

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Challenges of Scaling Customer service

Scaling customer support is not an easy task and there are many challenges that come with the expansion of the customer support team. There are several challenges that you may face while you plan you scale the customer support team of your business.

1. Increased workload for the customer support team

Growth in customer base means the generation of more tickets for your customer support team. Scaling comes with the challenge of increased workload.  The team has to face a lot of work pressure when the business scales and grows.

The customer support team has to handle more tickets in the same amount of time which creates a pressured work environment in the department.

2. Quality of customer service is compromised

Having a lot on your customer support team’s plate can lead to compromising the customer service quality provided by the team. When the tickets grow more than the ability and capacity of your customer support team then it becomes difficult to maintain the quality of service. 

3. Growing ticket volumes

When you scale your business the number of tickets coming to your customer support team increases. Your customer support team needs to be prepared with a solid ticket management system that can come in handy while scaling the support team. 

Related Read: How to Reduce Ageing Tickets

Strategies  to Scale Customer support team

Providing a world-class customer experience is the first priority of each and every brand around the world.

It is important to scale the customer support team with the growing business so that the quality of the customer service experience does not deteriorate.

Scaling customer support can be a difficult task if you don’t have the right guidance. We are here with some tips and strategies that can help you to scale your customer support with ease.

1. Understand your customers 

As you grow your business your customers expect a more personalized service from you. They expect you to understand their needs and their problems in one go.

Kapture’s ticket management system includes a variety of relationship management functions, such as collecting, organizing, and storing all of your customers’ and prospects’ information.

As a result, you have immediate access to and greater knowledge of who they are, what they desire, and what commercial connection they have with your organization.

72 percent of businesses feel analytics reports may help them enhance the customer experience.- Deloitte

2. Funnel all queries into a single platform

As your business grows your customers seek to reach you from multiple platforms for their queries and complaints.

Kapture’s CRM system comes with the omnichannel helpdesk system that can collect client inquiries from many channels, filter them into a single location, and convert them into tickets with unique reference numbers for your customer service personnel to address.

A single system for multiple platforms can ease tasks for agents and help them provide a personalized experience to the customers.

Omnichannel customers have a 30% better lifetime value than those who exclusively shop through one channel- Google

Different channels preferred by customers for their queries

Different channels preferred by customers for their queries

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3. Scaling technical support system

Hiring more customer service representatives is not enough, you need to think smartly and scale your technical support system also. 

Customers are fed up with waiting on hold for talking to an agent to get their queries answered.

Automated replies with help of AI-powered bots can help in providing the resolution to the customers in a faster and better way.

A set of FAQs that answers the most general queries of the customers can save time for your agents and customers. 

Kapture gives you a self-serve feature for your customers through which customers can solve their queries and problems without taking the help of an agent. 

4. Analysis of your customer support team

Getting the best out of every agent should be the aim of scaling customer support. You should make sure that the ability of every agent is utilized.

A deep analysis of the customer service agents can be helpful in identifying their minute flaws which can be rectified to make them the best at their job.

Scaling customer support does not mean just hiring new agents for extended support but also making sure the existing agents are doing their jobs in the best possible way.

Educating the agents with the help of video tutorials and training programs can be helpful in polishing their customer service skills.

Kapture’s one suite provides an analytical report of the performance of the agents based on the number of tickets resolved, time taken, and other important factors. 

This can help you identify the star performers and the ones who need training or proper guidance so that they can improve at their work.

5. Recruit more service agents

Scaling customer support does mean hiring more agents to resolve the queries of your growing customer base in a quicker and faster way. 

Consider hiring agents who have developed a reputation for themselves in the market and have proved the ability to handle customer queries and concerns in a professional, quick, and effective manner. Consider hiring people with experience for better results.

6. Praise and appreciate your support team

Giving your support agents the authority to do what needs to be done results in satisfied, happy customers and agents. Of course, there will always be basic standards to follow, but let your team make their own judgments while sticking to these principles. Listen to your agents and request their feedback.

Maintain open talks and exchange thoughts and opinions. Whenever possible, promote independent thought. Accept errors as learning experiences. All of this and more fosters trust, collaboration, and self-assurance.

7. Get a user-friendly help desk system

Your customer team is the core strength and foundation of your company, it is your duty to make sure that they are happy and satisfied.

A CRM help desk that has all the features to make the lives of your agents easier can be an important part of scaling.

A help desk with all the features like automation, omnichannel support, analytics and reporting, ticket management, and many more can be proved useful for the agents.

Let me tell you one of our secrets, our software has all the above features and a lot more to offer just in case you are looking for a helpdesk system.


Role of CRM System in the Scalability of the Contact Center

Customer satisfaction lays the road for all businesses to achieve the degree of development and success that they seek. 

Scaling customer support is not just bound to upgrading the manpower but it also means upgrading existing technical support to help your agent manage a huge volume of tickets in less amount time.

Scalability defines how simple it will be to utilize the same CRM software to execute all of the duties required by your firm while delivering services to a much bigger group of customers and locations.

Several features of the CRM help in the scalability of contact centers. You can get the best out of your agents without recruiting extra manpower for customer support.

1. All in One Service Center

We know that it is very frustrating to keep separate management systems for separate tasks. Kapture’s one suit in one package which got you covered from stage 1, that is ticket generation to the final stage, taking feedback from the customers. 

When agents don’t have to learn about different software for doing different customer support tasks, it automatically increases their efficiency and productivity.

2. Knowledge Management System for the Agents

Scaling customer support also means improving the efficiency and productivity of your employees in the best possible way.

The agents should be empowered with proper knowledge about the product and services. It automatically enhances their skills to resolve the queries of the customers in a faster and more efficient way. 

Kapture’s one suite creates a centralized knowledge base for your whole staff. Provides your agents with easy access to work-related content and information. 

Allows your service agents to address complicated inquiries with ease by equipping them with the knowledge needed to provide timely resolutions for every circumstance.

3. A Smart Help Desk System to Work With

An agent-friendly CRM system can play a crucial role in scaling customer support systems.

A smart and intelligent help desk system reduces the ticket resolution time for each agent.

Kapture’s one suit comes with a list of pre-made responses for providing faster resolution to the customers and improving the efficiency of the agents as well.

4. Integrating With Different Platforms

Scaling customer support can be tough and painful when your business is already on a platform or website.

A CRM system that can integrate and work with the existing can make scaling customer support easy-peezy for you and your team.

Kapture’s CRM system can be deployed with 500+ ready-to-use APIs that make sure that your customer support is scaled and running in minimal time.

5. Providing Personalized Customer Service Experience

Satisfying the needs of the customers and providing them personalized customer service is the ultimate goal of every customer support team. 

CRM-based customer profiling assists you in determining the quickest and most efficient approach to reaching and gaining your consumers. 

Otherwise, attempting to appeal to your consumers may become a delaying tactic that fails to fulfill your company’s potential. It also allows you to reach out to and connect with your audience in far more effective ways.

Scaling customer support can be painful but the right CRM system can ease the pain and help you get through the scaling process. We are happy about your growth but we don’t want you to suffer because of compromised customer service quality.


About the Author

Nimit Kumar
Ankit Kochar
Ankit Kochar is a content writer at Kapture CRM who loves to write creative as well as informative content. He has worked as a creative and academic content writer in the past and has a keen knowledge of writing reports, essays and dissertations. His current field is helping him research and hone his SaaS knowledge.
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