At what point did you make the call to hire someone to focus on user support and community growth?

Question

We seem to be hitting that point where we're investing a lot of time across our team on customer support. I love staying close to it, but also recognize it's eating more and more of my time.

Any tips for deciding when to bring someone in to pitch in?

Accepted Answer

When you find that you and your team are spending more than 20% of your time on customer support, it's time to hire someone to focus on it.

Sanskar Yadav · Answer

Well, this depends on the business you're backing with the community. (if there is)
For instance, if you have a study-abroad portal and your community is at the stage where 50% of the doubts and questions about your services are discussed by peers only, then it is time to scale it up as your support load is being reduced and it is getting your users closer to make a purchase. This differs from business to business.

If the community is not a business-backed community, then whenever you feel like the engagement is good on any public platform like Discord or Slack, you might want to give a premium and exclusive experience to your members.

Brenna Donoghue · Answer

@bukhari817 ... so yesterday! Thanks that's a good tip.

Brenna Donoghue · Answer

@sanskarix Love this POV. Thanks.

Our Discord is where a lot of the magic happens as the community is amazing at supporting one another. But it's still a place where we invest time to engage in conversations and feedback... and doing it well is proving to take a lot of time!

At what point did you make the call to hire someone to focus on user support and community growth?

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