Blog category
Running a support team
Routing, metrics, coverage and onboarding for small and growing teams.
Running a support team
Running a support team2 min read
Routing conversations in a three-person support team
Who takes the next chat? Simple rules for sharing conversations fairly, handling busy moments and passing work on without losing context.
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Running a support team2 min read
Five support metrics worth watching every week
Skip the vanity dashboard. These five numbers tell a small team whether customers are getting help — and what to fix next.
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Running a support team2 min read
Bringing an outsourced support team on board safely
Outsourcing nights or overflow can work well — if access is tight, answers are written down and quality is checked. A practical onboarding plan.
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