Customer support is the backbone of every company. We have written how important it is to offer quality customer service, but we have yet to talk about whom exactly should be handling such an important job.

Oftentimes by default or in a reactive posture, high-level engineers and tech experts are deployed to taking front-line tickets. As a reaction, this may seem like a reasonable solution. If your customers are having technical issues the most experienced and knowledgeable employees can be the ones helping your customers.

Well it is more complicated than that. A high percentage of support tickets that come to a help desk are labeled as Tier 1 (meaning common, low-level issues). Having your highly trained tech engineers and employees deal with Tier 1 support issues is hardly a good use of their time or your resources.

Three problems exist with this:

1.  They won’t tell you but they hate doing it — it often leads to low morale and greater churn within your expert ranks.

2.  It’s expensive — chances are very high your expert resources get paid a lot more than a typical T1 support agent. . . for doing the same work.

3.  It slows you down as a company — keep your experts working at advancing your products and capabilities to the marketplace.

Creating a service solution where Tier 1 and Tier 2 tickets are sorted and handled by employees who are trained specifically to handle those issues and having your higher-level employees spending a majority of their time perfecting your customer experience and offerings while only having to deal with highly-elevated support issues is the way successful companies are now operating. This system creates the following:

Better workplace morale. Opening up an inbox full of Tier 1/Tier 2 support issues is the last thing your high-level employees want to do in the morning. They have a constant feeling of being held back from operating at their full potential. Your employees will not be burnt out before they can even get started working!

Happy customers. Happy employees = happy customers. Having dedicated support staff to handle each Tier of support while maintaining seamless communication between each level makes WAVES in the customer support world. Having the customers explain themselves once before getting a solution will rocket your company to the top of the customers list. That is quality customer service these days.

Better products/services. You want your high-level employees reinvesting their efforts into your business model. Updating your offers, creating better customer and user experiences. Making your business better.

Increase in your bottom line. Offering quality customer service, having your support model running smoothly and having your business constantly innovating allowing you to be in the driver set to take over your competitors in the market.

Do you want your high-level employees dealing with common issues when you can easily solve them by working with an outsourced tech support service solution? Or do you want those employees to keep innovating your products/services and overall customer experience?