| Do you have an FAQ that is part of your first auto-reply when somebody contacts support? Do you have helpdesk software? Are you using an answering service/receptionist to answer calls and then send the support issue to your support email or software? Make as much as you can self-service for your users. Have brief videos explaining your solution, so you can easily reply with a link to the video and ask them to follow up with you if they have more questions. Keep track of both issue count and resolution time. You may find it better to automate something you only do 4 times a month, but takes 8 hours, versus something you do 8 times per day, but only takes 5 seconds. Finally, keep track of support issues by type, so you can see emerging trends and find your biggest pain points (# of tickets with a particular issue * median resolution time of particular issue). |
Automate everything possible.
If you still can't manage and need human support, hire someone in India/Philippines part time, treat them like a valued employee, build a relationship.