Scaling Support

We've scaled support with AI across 60k+ conversations with real customers. Here's what worked (and did not). From @adyk_41 & @adeoye__

[Scaling Support @metacare]

That exercise of defining processes, structuring data or clarifying where value might be leaking is a prerequisite for successful automation that takes a lot longer than a few hours.

We need more service designers, not tools.

- ADYE

[Scaling Support @metacare]

The major flaw in the pitch from AI vendors who promise value in a few hours is twofold:

- They assume that the core inefficiency costing the business time and money is a well scoped, properly defined mechanical bottleneck.

[Scaling Support @metacare]

The inefficiencies are structural, cultural and strategic all at the same time. It’s difficult for AI to fix what is fundamentally unclear and undefined.

[Adeyinka+ @YinkaPlus]

A seamless experience is always a better one (any experience where marketing, product and support are tightly woven)

Marketing shouldn't end when the customer starts using the product. Support needs to be proactive and within the flow of product usage.

[Scaling Support @metacare]

Most tech led organizations mistakenly believe that product experience = customer experience.

But the customer experience is every single part of the customer journey, from marketing till the customer fulfills their core objective with the business.

- ADYK

[Scaling Support @metacare]

The biggest barrier to success in scaling support is skill, rather than tech.

- ADYK

[Scaling Support @metacare]

Inside boardrooms the instinct is to over optimise for product development and user acquisition.

Left underleveraged (and largely ignored) though is the work around designing better support & retention experiences for already existing customers and features.

- ADYE

[Scaling Support @metacare]

A great customer experience can never just be one thing. It must seamlessly combine marketing, product with support.

When one of these elements is poorly done, churn and user inactivity is destiny.

-ADYK

[Scaling Support @metacare]

In that environment however, companies who master their AI deployment will accrue all the benefits and race ahead of the market before it stops being a competitive advantage and evolves into the new baseline - ADYE

[Scaling Support @metacare]

AI projects in support stall because stakeholders become disillusioned with the ease of setup. Having to map workflows, formulate robust conditional rules and optimize content for LLM retrieval is a sharp contrast to the glamour and magic that characterize promotional videos.

[Scaling Support @metacare]

But this presents an asymmetry ready to be exploited.
Learning curves are steep, attention is scarce and early day optimism has given way to a quiet restraint.

[Scaling Support @metacare]

If you rush straight into automating workflows to scale your business;

without first thinking through all your processes & thinking through each step & every scenario, your automations will inevitably leave gaps that will damage your customer experience.

-ADYK

[Scaling Support @metacare]

🎉 Happy #CustomerServiceWeek! 🎉

A big shoutout to all the dedicated #CustomerSuccess professionals making a difference every day. Your work is invaluable! 🙌

Check out our manifesto here: https://t.co/Vs7QQdZctA

[Scaling Support @metacare]

Here's the kind of people we're looking for!
https://t.co/sWpcMeAsd9

[Adeyinka Amurawaiye 🔸 @ADYK_41]

We're hiring at @metacare

Looking for frontend engineers this time.

Looking for people who want to:

1. Push themselves
2. Take on a lot of responsibility
3. Grow very fast
4. And play an active role in their pursuit of financial independence

Please retweet 🙏🏾👀

[Scaling Support @metacare]

Hello all! 👋

Metacare is hiring (again)!

Role: Mid-level Frontend Engineer
Location: Remote
Proficiency Needed: React, Redux, graphQL, bootstrap
Compensation: $900-$1200/month
Equity: Up to 0.6%

Read more details about the job and how to apply
https://t.co/z5oz3S5Z8e