Technology provides the basis for this two-man team to run a web service that has handled nearly 30,000 email entries. But going from about 600 registered users in late March to over 5,000 in mid-April not only required us to scale our technology, it forced us to scale customer service as we saw our support emails explode from 23 total requests between January and late March to about 300 over a two-week stretch at the beginning of April.
Great customer service is a highly personal process, but, of course, nothing says great customer service like a fantastic product. In the words of 37signals, “Copywriting is interface design” and “good writing is good design”. Here are 4 lessons that we learned as we learned how to scale customer support and knock our support email volume down from as high as 16 per 100 new users to zero by becoming better writers.