When TO STOP DIY-ING YOUR CUSTOMER SUPPORT: SIGNS YOU'VE OUTGROWN IN-HOUSE CX
In the early days of your business, handling customer support internally probably felt like the most efficient and cost-effective option. You were close to your customers, able to answer questions quickly, and could ensure every message aligned with your brand's voice. But as your company scales, what once felt manageable often turns into a major bottleneck. Suddenly, the friendly, DIY approach starts to strain your team, slow your growth, and leave your customers with a subpar experience.",