Too many companies pigeonhole customer support as just answering questions. It’s a cost center they believe exists only to maintain the status quo of customer happiness. This definition misses something powerful. Great support is an act of creation.
Whether you focus on the practical elements, or prefer the intangible values, support has more to offer when viewed through the lens of creation. From documentation to personal experiences, support turns a faceless product in to a product that these people made for me.
Your goal is to craft joy. Out of a frustrating customer experience your team will create a memory of happiness, helpfulness, and appreciation. Instead of a cost center your support team becomes a department which creates and educates loyal customers. Where once resided a team just answering questions now lives the frontlines for creating your tribe of happy, repeat, and profitable customers.