Is your customer support team formed like this?

“A strong team structure serves as the foundation of your overall support and improves your customer service across the board. Now, if you have a relatively small support team, you might be wondering if putting together a documented structure is really worth it. The answer is yes.

Though establishing a structure will take some initial time and planning, doing it sooner rather than later will ultimately save you time in the long run. That’s because it will not only make your day-to-day support operations run more smoothly but will also make the process of growing and expanding your team much simpler in the future.

Plus, it’s also worth noting that while some leaders equate structure with a lack of freedom for their employees, that doesn’t need to be the case. Treat your support structure as an overarching framework in which your team operates. You can still give employees the opportunity to thrive within that framework however that works best for them — leaving plenty of room for innovation.”

Read more from Michael of Freshdesk