Stop Chasing Tickets — Start Routing Trust

Routing isn’t just about speed. It’s about getting the right person the right context — fast.

Why This Matters

Is your support process helping or hurting? It's time to take an honest look.

Understanding the common pitfalls is the first step toward avoiding them. Let’s get real about the challenges.

The Hard Part

The hardest part of any process is getting people to follow it. Especially when it’s complicated.

These issues usually stem from scaling pains—what worked for a small team starts to crack under pressure.

A Smarter Way

Build processes with "off-ramps" for when agents need to use their judgment. Good rules know when to be broken.

This mindset shift is key: it’s about balancing structure with the human touch.

How to Start

Begin with small, practical steps. Quick wins build momentum and prove value.

For example, you could try one of these: Map out one of your most common support processes on a whiteboard. Is it as simple as it could be? Where are the bottlenecks? Ask the team for ideas.

Is It Working?

Measure what matters. Success isn’t just about numbers; it’s about impact.

Check if the new process is being followed. Is it faster? Are there fewer errors? Get feedback from the team.

The Takeaway

Great processes provide structure, not shackles. They empower your team to be their best.

The most successful support teams treat excellence as a journey, not a destination. Keep learning, keep improving.