When you sell several things.
WHAT GETS COMPLICATED
Routing to the right knowledge Staff expected to know everything Documentation spread across products Customers using several
WHAT TO ESTABLISH
Which products each person covers.
WHAT TO AVOID
Everyone expected to know everything Rigid separation that bounces customers around
WHAT TO BUILD
Routing by product, with a shared first line for common questions.
WHAT COMMON QUESTIONS ARE
Billing Access General account matters
WHY SHARE THOSE
They are identical across products, and splitting them is wasteful.
WHAT TO PROVIDE THE FIRST LINE
Enough to resolve the common cases.
WHAT TO ESCALATE
Product-specific technical problems.
WHAT TO DOCUMENT PER PRODUCT
The common problems, and their solutions.
WHAT TO KEEP CONSISTENT ACROSS PRODUCTS
Tone Response commitments Policies
WHY
Customers using two products notice differences immediately.
WHAT TO TRACK SEPARATELY
Volume per product.
WHAT THAT REVEALS
Which product costs most to support.
WHAT TO DO WITH THAT
Compare it against what the product earns.
WHAT THAT SOMETIMES SHOWS
A product that is not worth selling.
