Customer Success1 min read
Support at scale with a team of five
How a small support team answers thousands of questions a month and still says hello properly.
Mason Phillips
Published
Five people answer every DrumKit support question, across two time zones. They answer most in under an hour, and they still open with the customer’s name.
The secret is the help centre. Every question answered twice becomes an article, every article links from the place in the product where the question comes up, and the team reviews which articles are read and which are skipped every Friday.
