在您发展公司时，如何设置支持时间raybet电子竞技

HubSpot成立于2006年，从那时起，我们的客户支持基础架构已经走了很长一段路。我们曾经是一个由五个支持代表组成的团队，只有电话支持。今天，我们是一支由六个全球办事处的大约300名支持员工组成的团队，可在实时聊天，电子邮件，电话甚至推特。在这个令人兴奋的增长时期，我监督了我们的支持团队作为服务和支持副总裁。

成长中的公司通常对我有疑问。他们想知道如何扩展支持并提供出色的客户体验customer base爆炸。他们还询问他们如何最好地在不同时区和国家 /地区获得支持。

Back then, we needed to improve our support coverage to be available for our customers around the world. We didn't get here overnight but rather through trial and error. That's why I'm excited to share in this post what we learned as we grew HubSpot support, stage by stage.

How to Set Support Hours

1. Startup Class

I like to call this stage the startup class because your support team is in the first stage of its operations. You have one main team of about five support representatives and you offer a total of thirteen hours of support daily, Monday through Friday. Half of the team works from 7 AM to 4 PM and the other half works 11 AM to 8 PM.

Because of the small nature of your company, individuals within the company tend to wear multiple hats. On some days, your CEO may even be manning the customer support line. Your team is small, tight, and offers a personalized customer support experience.

2.成长的团队

您目前正在体验您的第一阶段。您是大约15名支持代表的团队，自您创业阶段以来就已经成长了三倍。您仍然需要支付13个小时的支持，但现在还包括周末。

为了容纳新的周末轮班，您让客户支持代表在周四和周五休假，以换取周六和周日的工作。作为一支扩大的团队，您从支持代表那里获得支持代表是您的第一次痛苦。但是，这是扩展支持操作的必要步骤。

您还可以在换档计划方面获得更大的灵活性，因为现在您可以通过小时间隔开始销售代表（即上午7点至下午4点，上午11点至晚上8点，轮班等等）。通过适当的安排惯例，您可以在一周的7天中拥有一个高效的支持团队。

3. 24/7承诺

Committing to customers 24/7 is a major sign of growth for any company. At this stage, a support team has two teams and about 20 support representatives. In this first stage of 24/7 customer service, a company can offer 24 hours of support Monday through Friday and 13 hours of support on weekends.

The scheduling format follows the preceding stage with 7 AM to 8 PM shifts Monday through Friday, as well as rotating weekend shifts. However, to introduce night coverage, you have to dedicate overnight reps who work four days out of the week. This is the last step before teams may considering hiring远程支持代表to truly offer around the clock coverage.

4.国际支持

At this point, your客户支持团队is ready to go international. This will decrease reliance on overnight shifts and extended support availability beyond the standard working hours of 9 AM to 5 PM.

By hiring abroad, you're increasing your global presence and showing a steadfast commitment to international customers. At this stage, your customer support team has around 40 support representatives and your international team may have as few as three to five representatives.

For HubSpot, Western Europe was the location of our first non-North American support team because we had the most customers in that region outside of North America. It's not an understatement to say the Ireland office was a game-changer for our business. By opening doors there, we welcomed customer support representatives from all over Europe who were fluent in English, Spanish, French, and Portuguese. We were finally beginning to embody what it meant to be a global company.

5. Global Support

这是国际化的第一步，然后是真正发展全球的最重要步骤。我喜欢将其称为下一步的全球化方法。它需要在三个主要地区添加支持团队：Amer，EMEA和APAC（美洲，欧洲/中东/非洲，亚太地区）。

作为一个大约80名支持代表的团队，整个团队足够大，可以呼吁这种全球化的方法。在Hubspot的轨迹中，都柏林办公室支持我们所有的EMEA客户。我们位于新加坡的HubSpot办公室涵盖了Apac时区，并与澳大利亚客户紧密合作。

6.将客户与团队匹配

既然您已经在世界各地建立了更多的团队和办公室，则可以在不同地区添加一层具有语言和文化的团队。您的团队现在应该已经成长为约150名代表。

At HubSpot, the Dublin office served as our main EMEA headquarters. At first, we had French and German support based in Dublin. However, as new offices opened in both Berlin and Paris, there was the opportunity for tenured language support reps to move back to their home country and grow our support teams in Germany and France.

随着支持团队的扩展和发展，支持团队的结构有很多关系。但是，我们现在就将其留在这个阶段。

为什么支持时间对客户服务很重要

I hope you enjoyed these general guidelines for setting up your growing support team for long-term success. The main takeaway is to adapt your teams based on your business's and客户的需求。随着客户要求的数量增长,你should also scale your practices to match the demand.

Keep in mind that global expansion is not the only way to grow and scale your teams. It's no longer an excuse to not have the technology for international customers to reach you. Live chat and Email support channels don't require a huge lift for support teams working with customers around the clock and the globe.

Customers want immediate access to answers and support teams should be prepared to provide those solutions in a quick, seamless fashion. Providing top-notch customer support and service should be your team's ultimate North Star. As your support team grows and scales, it's important to not lose sight of your organization's mission to help customers.

如果你正在寻找改善的更多信息your customer service team, check out what our research team found about thestate of customer service in 2019。