Video: the 80/20 rule of customer support

A lot of startups that are growing really fast often struggle to allocate their support resources according to customer size and technical complexity of support cases.

That's where the 80/20 rule should be implemented.

The top 20% of your support cases take up 80% of your resources and time.

This is the case, because support cases that are escalated to level 3, tend to involve multiple stakeholders, both from the customer side as well as the vendors side.

Let's imagine a level 3 customer support case:

A customer just reported a bug in your system. This usually means that the support agent, the customer, and a developer, now have to get involved in a support case with multiple stakeholders.

This can easily take up an entire afternoon, and it basically means that there are multiple stakeholders having to gather information from different people in different companies, with different tools.

They're all trying to create a bug report with more information, for a developer to then go and recreate, and diagnose to fix the bug.

This can become quite a messy process. As a support leader, it's therefore important to keep the 80/20 rule in mind, and allocate resources accordingly.

Having the right tools for your customer support agents enables them to be able to handle these cases swiftly and without taking up too much time and resources.

Author

Daniel Bakh

Co-Founder / CEO

Contributor