The "easy" part of great support is top down commitment, and investing good money. The hard part is spending it optimally so it produces real value. For examp

The "easy" part of great support is top down commitment, and investing good money. The hard part is spending it optimally so it produces real value. For example, do Google call center reps make $20/hr like Apple reps or close to minimum wage? Hire a little less, and pay a little more to avoid cable company quality. How to make do with less reps? Use a fantastically convenient online system and drive people to it. Use machine learning to detect when a ticket should be immediately escalated to a real supervisor, or actually to an exec or the product team. Constant social media scan and preemptively open tickets or escalate based on content. All reps required to maintain a satisfaction review score of >= x. This rule would require empowering them to make good faith decisions as in case above.