What are the factors to consider before starting dedicated support for your company?

Some variables for consideration:

Volume

Does your target group for this service have enough volume for a dedicated agent to take charge? Do those queries possess a complexity element that requires dedicated expertise?

Coverage

In a dedicated support system, you would be focusing a resource on a particular customer. If the agent is unavailable for a few days (vacation, sick, etc.), how do you plan to handle their account? It's not like it can’t be done, but you need to have a plan for both the team and the customer.

Issue Type

Would this resource be getting high-priority or any issues? When an agent builds a close relationship with a customer, that’s typically the person they want to handle their most urgent issues. Decide on what exactly that agent will be assigned.

Product Complexity

If you have a complex but stable product, the value proposition of a dedicated agent is more clear. Nevertheless, if the product doesn't demand specific expertise to extract maximum value, then you can opt for offering two tiers of the same service.

Headcount

Can you afford to have a large enough team with dedicated resources who won't cater to your standard queue? If yes, then it's well and good. In case of no, the thing would be you'll be blending resources (i.e. dedicated and non-dedicated). But there will be major chances of running into priority conflict and that will frustrate customers and team members. To put it simply, what happens when an agent is working on a “standard” customer issue, but an issue comes in from a dedicated account? Does a transition happen? Will a dedicated customer be put on wait? No easy answer here.

Bottom line

Many companies try to do this either too early or for the wrong product.

• Too early is usually when the product isn’t built 100% and/or achieved product market fit. At that time, your dedicated resources may be just filling product gaps for important customers. Not a bad thing, but it’s hard to price that extra effort since your product isn't perfect yet.
• Wrong product - If you are supporting an enterprise tool that is simple to use, it can be a waste of resources if the company is offering a technical dedicated resource to help customers use it.

A dedicated resource can work under a certain set of conditions. Consider all the variables associated with the implementation of a dedicated support system and then decide.