Tech support

3 essential lessons I learned when scaling RingCentral’s customer support team – TechCrunch


There is a lot of things I wish I had known starting with my small customer support team at RingCentral, but in the end we got it. I’m going to share a few essential lessons that I learned along the way that I wish I had known early on, so that when it comes to growing your own support team, you get a feel for what to look for. what to expect.

When I started with RingCentral, we were working with a growing small-scale support team. Our main goal was to maintain an excellent level of customer service with smart operational decisions.

You have several choices when it comes to expanding customer support:

  • Increase your headcount to cover the increase in the number of customers. This is an expensive option, and onboarding employees too quickly can result in substandard training that results in substandard customer service.
  • Work with a small staff and count on reduced interaction with customers. This increases wait times and can prove catastrophic for customer satisfaction.

Hiring the right employees is essential. You want to find people with the right basic skills and not necessarily the technical know-how to do the job.

But the real strategy to adopt, and the one we put in place at RingCentral, was to invest in the people we were onboarding and to ensure that all of our existing processes were running efficiently.

While automating processes and developing new strategies to meet customer support needs is essential, building an efficient and empowered support team is the real key to moving your customer service forward.

Hiring the right employees is essential. You want to find people with the right basic skills and not necessarily the technical know-how to do the job.

A core skill set combined with solid training allows employees to thrive with anything on offer, such as adjusting to remote support over the past year. An empowered employee can resolve support issues faster, making your overall operations more efficient. It’s a real win-win.

As you grow and integrate employees, make sure they know their importance – highlight the issues of their role in the business and value that responsibility. We want our employees to feel engaged, that’s why we offer them opportunities to pursue exciting projects related to business initiatives and the possibility to follow different organizations.

As you adapt to growth by evolving your support team, you will develop firm operational elements and workflows that increase efficiency, allowing you to continue to grow without the need to hire. additional support.

It has been a team effort to get to where we are now, so keep that in mind as you plan your growth. Your support team is your most important asset.

Lesson 1: Go beyond simplistic support

While it is convenient to accept the accepted truth that customer support has only two departments – inbound and outbound, at RingCentral I have encouraged diversity within our support teams.

With different skill sets come support agents who bring something unique to the table. When developing our first helpline, I quickly learned that talents could be used in a specific function on a case. By placing the support associate in the most appropriate role, we have increased employee job satisfaction while remaining very focused on the customer experience.

Here is an overview of the teams we have developed:

Professional services team


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