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Keep in mind that that does not actually solve the issue of continuity: - What if the employee quits - What if you're unavailable as before, and the employee
by jerrre 4y ago
Keep in mind that that does not actually solve the issue of continuity:
- What if the employee quits
- What if you're unavailable as before, and the employee gets stuck
- What about the plethora of tasks you cannot expect the employee to do
All the while adding complexity of hiring and managing someone
- lmeyerov 4y agoThe likely goal is decreasing the bite out of 24/7 on-call wrt customer responsiveness and service uptime Technical user support & service uptime: can simplify by design, docs, self-healing. For a focused service, remaining timely human support can go to a new hire. If they can even handle 50% of remaining load here, and defer responses to next day/few days, awesome. If they leave, can get another. Bonus points if they can help further reduce the sting here over time by writing more docs or writing more code. Sales: Unfortunately, someone good at technical support is often not good for sales support, and a minimum, not at the level of the founder who has seen so much more. So self-serve sales automation helps, and eventually another hire here too. Luckily, sales is generally a lower cadence, and tech support can depressure via an acknowledgement of reciept etc till actual reach out.