As customers expect more and more out of support experiences, support leaders can risk burnout on their team to meet the escalating demand.<\/p>\n
In a recent study with over 600 support leaders, we found that smaller support teams (fewer than 100 agents) are less likely than larger teams (more than 100 agents) to say they can continue meeting accelerating customer expectations. But even for larger teams, an influx of customer questions can overload agents, leaving them frustrated and overworked, and in turn, not able to provide great support.<\/p>\n
This poses a real challenge \u2013 how can you increase the efficiency of your support team, while still maintaining the high quality experience your customers want and deserve? With some experimentation, automation, and strong relationships across teams, it’s possible to strike the right balance between providing a positive environment for your support team and <\/em>keeping your customers happy.<\/p>\n Today, most support teams are hyper-focused on reducing their first response time (FRT). The emergence of real-time chat<\/a> has made responding to customers\u2019 conversations in real time easier and in turn, has changed customer expectations forever. Today, customers expect fast, efficient, and personal help.<\/p>\n Although businesses are seeing the benefits of real-time chat \u2013 improved customer satisfaction, retention, etc. \u2013 not all support teams, especially small ones, can support this type of human support<\/a> at scale. Even teams that could offer real-time chat may not feel that it\u2019s the right solution for them. Responding to all customers in “real time” adds operational complexity and places potentially unnecessary pressure on your support team. Maintaining a 100% real-time experience typically requires:<\/p>\nThe growing tension between team burnout and customer demand<\/h2>\n
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