Good afternoon Success Community!
Thank you for having such an amazing forum for us! I am new around here and I would love some expert advice.
In 2018, I created a Success Department from scratch. My department has grown from 1 - 13 including Tech Support as well as Live Chat. I have reinvented the customer journey 3 times along the way with constant tweaks based on the needs of our customers. However, we have grown tremendously in the last two years and can not keep up with the amount of customer's coming in.
Our product serves financial advisors with marketing content, automations, email series, etc. Our product is not where it needs to be for the type of customer we have. I would love some recommendations from anyone who found success setting up an organizational structure for a hybrid success department. I manage different divisions: Live Chat, Call Center, Onboarding, Engineers, Operations.
Please let me know if anyone can share some great resources or examples that have worked for your hyper growth organization.
Thank you in advance!