ONE – is the most dangerous number in SAAS Support.
When your support depends on just one person, just one chatbot, just one superstar – you’re risking the customer experience, and you can end up paying for it pretty badly.
I’ve seen this happen over and over again in customer support, especially in technical SaaS platforms:
Everything works…
until the one person who holds support together gets sick, takes a break, or simply burns out.
When support depends on just one person, it’s a single point of failure.
Think about urgent tickets piling up, technical questions taking days to answer, low motivation and burnout taking a toll on the support person themselves, and ultimately, customers leaving.
Here’s how you fix that:
1. Expand your team, but consciously – take your support hero in confidence, then let them hire WITH you
2. Document everything, small bits at a time – so its never too big of a job
3. Turn tribal knowledge into team expertise – no “gotchas” translate into great support no matter who provides it
4. Appreciate (and possible promote) your superhero – they’ve held the ship, now make them the captain of a well-oiled machine
Because great support doesn’t come from one superhuman.
It comes from a team where no single person is the point of failure.