Support is almost universally treated as a cost center. It sits in the budget as a necessary expense – something to be managed efficiently and kept as lean as possible without visibly breaking the customer experience.
Syncora’s view is that this framing is the first and most consequential mistake a growing business can make about its support function.
When support is designed and operated well, it does not just resolve problems. It builds trust, reduces churn, generates product insight, and creates the kind of reliability that turns first-time users into long-term advocates. [Read more…] about The Syncora Limited Approach to 24/7 User Support: Why Always-On Service is a Growth Strategy, Not Just a Cost