---
title: How To Scale Your Customer Service Support Without Sacrificing Service
description: Scaling is a good thing, but sacrificing your customer service standards are not. Here’s how to scale your customer service support.
image: https://www.abetteranswer.com/hubfs/AdobeStock_103214804.jpg
---

[![A Better Answer Call Centers](https://www.abetteranswer.com/hs-fs/hubfs/optimized/ABA_Logo_-_June_Picture_Blue_Trademark%20(1).png?width=135&height=146&name=ABA_Logo_-_June_Picture_Blue_Trademark%20(1).png "A Better Answer Call Centers")](https://www.abetteranswer.com)

We'd Love to Hear From You:[1-866-442-9500](tel:1-866-442-9500)

[![GET A FREE QUOTE](https://hubspot-no-cache-na2-prod.s3.amazonaws.com/cta/default/131482/50344ecf-861c-4fe6-a146-a87233d09839.png)](https://hubspot-cta-redirect-na2-prod.s3.amazonaws.com/cta/redirect/131482/50344ecf-861c-4fe6-a146-a87233d09839)

[**search](https://www.abetteranswer.com/blog/how-to-scale-your-customer-service-support-without-sacrificing-service#)

# A Better Answer Blog

## How To Scale Your Customer Service Support Without Sacrificing Service

by [Jessica Brown](https://www.abetteranswer.com/blog/author/jessica-brown), on Feb 3, 2022 9:39:22 AM

![AdobeStock_103214804](https://www.abetteranswer.com/hs-fs/hubfs/AdobeStock_103214804.jpg?width=1000&name=AdobeStock_103214804.jpg)

It's inevitable that things will go haywire at some point during the customer support process. Once your company starts growing, this once-perfect customer support system will experience some major growing pains. And if you don’t do anything about it, your business will be in danger of falling into the overcrowded swamp of unsatisfactory customer service.

Change is inevitable in a fast-growing firm, and even when the change is good, it doesn't mean it's simple to deal with. In order to retain high-quality assistance while [scaling your customer service](https://www.abetteranswer.com/blog/how-an-outstanding-customer-service-experience-can-help-grow-your-business), you’ll need purposeful effort and careful actions.

So, how can you scale a customer support experience to match the needs of a growing organization while keeping your support crew engaged and motivated?

 

## Signs You Need To Start Scaling

Scaling customer service may be triggered by factors such as growing your customer base, expanding into more time zones, offering new support platforms and adding new products or services.

Even if nothing else changes, normal company growth might lead to an increase in customer support encounters, thus demanding more customer support representatives. If your clients are all over the planet, it may be a good idea to look for support employees who are in a similar time zone as your customers. If you add another service channel, such as live chat, you may need more personnel in order to increase your capacity.

When it comes to growing customer service, it is essential that you’re aware of the importance of a great customer experience. Growing pains can quickly turn into nasty company reviews, and that’s not something you want to risk. 

Still, any level of scale comes with some risk. It’s not easy to expand your support team while keeping the same (or even higher) level of service quality. That is why you should regularly evaluate whether or not your scaling methods are working. Understanding what an excellent customer journey looks like is the first step toward achieving that goal.

 

## Invest in the Best Tools and Automate What You Can

It’s easy to get tangled in overly complicated software that doesn't do much but get in the way of effective and straightforward customer service. Every tool and software your company uses should be an asset to make your employees’ lives easier, not cause them headaches and take up more time.

The correct combination of software and technological help can make every support worker more productive and consistent in providing excellent service.

Automation is amazing, but that doesn’t mean you can implement chatbots to deal with customers so reps don’t have to. Automation should be used to take manual, redundant tasks off your team’s plate to enable them to provide a better customer experience.

Instead of passing customers between team members, use a tool or tagging system to sort customer service inquiries — this ensures they are going to the right department the first time.

Did you know [almost 60% of customers](https://d1eipm3vz40hy0.cloudfront.net/pdf/cxtrends/cx-trends-2020-full-report.pdf) think that long holds are the most annoying parts of their customer support journey? Using an auto-reply system will give your team enough time to show up for a customer and dedicate their full attention to an issue.

![AdobeStock_234435973](https://www.abetteranswer.com/hs-fs/hubfs/AdobeStock_234435973.jpg?width=1000&name=AdobeStock_234435973.jpg)

## Hire Customer Service Help

Automation and chatbots are great things to implement, especially with a high inflow of related, simple questions — but when you’re scaling, you’ll inevitably run into a need for more staff.

A chatbot can be implemented for novice questions, but you’ll need more service reps as you grow. There are two common solutions here: hire an in-house customer service team or outsource your client care workload to an [answering service](https://www.abetteranswer.com/).

An in-house team definitely has its own set of benefits, but it can be costly. Plus, customer service representatives have a limited number of tasks they can perform at a given moment. If your business receives requests on an inconsistent or cyclical basis, it’ll be more difficult to scale your team.

 

## Expand FAQs and Knowledge Base

The most scalable kind of support is one that customers can use on their own without having to ask for help. If you're willing to put in the time and effort now, you'll reap the benefits for years to come.

Customers can only benefit from a knowledge base if they are aware of its presence and are able to get the information they need quickly, however. 

It's a good idea to set up a site where your customers can share their experiences with your product or service. One method to encourage your consumers to help one another is to support a community.

Even if you're an expert in a subject, you may be able to answer questions more rapidly with the help of saved replies. Such replies may be improved by simply making them more concise, clear, and accurate.

 

## Keeping Up With Customer Service Demand

One thing doesn’t change with a company's growth: your customer’s need for a positive and efficient customer service journey.

Implement automation wherever you see a good place for it, expand your company’s knowledge base, and make sure every team member is aware of those updates. If you feel like you’re drowning in all those different roles, simply outsource part of the work you have to an answering service.

If you’re looking to hire help and find A Better Answer, contact a few companies and get a [quote for customer service costs](https://www.abetteranswer.com/blog/how-much-does-it-cost-to-hire-a-call-center).

- [Tweet](https://twitter.com/share)

### About this blog

A Better Blog is your number one resource for what’s trending in the call center industry. Stay tuned to this page for articles, blog posts and other insights from a company that’s been the best in the business for almost half a century.

### Subscribe to get more great content!

### Recent Posts

### Posts by Topic

- [Blog (57)](https://www.abetteranswer.com/blog/topic/blog)
- [Better Service (52)](https://www.abetteranswer.com/blog/topic/better-service)
- [News (36)](https://www.abetteranswer.com/blog/topic/news)
- [Better Business (33)](https://www.abetteranswer.com/blog/topic/better-business)
- [Call Handling Heroes (33)](https://www.abetteranswer.com/blog/topic/call-handling-heroes)
- [Awards (29)](https://www.abetteranswer.com/blog/topic/awards)
- [Testimonials (21)](https://www.abetteranswer.com/blog/topic/testimonials)
- [ATSI (19)](https://www.abetteranswer.com/blog/topic/atsi)
- [Answering Service (17)](https://www.abetteranswer.com/blog/topic/answering-service)
- [Better Communications (15)](https://www.abetteranswer.com/blog/topic/better-communications)
- [Customer Service (15)](https://www.abetteranswer.com/blog/topic/customer-service)
- [Articles (12)](https://www.abetteranswer.com/blog/topic/articles)
- [Customer Experience (6)](https://www.abetteranswer.com/blog/topic/customer-experience)
- [Charities (5)](https://www.abetteranswer.com/blog/topic/charities)
- [Certifications (4)](https://www.abetteranswer.com/blog/topic/certifications)
- [Small Business (3)](https://www.abetteranswer.com/blog/topic/small-business)
- [CAM-X (2)](https://www.abetteranswer.com/blog/topic/cam-x)
- [DBJ (2)](https://www.abetteranswer.com/blog/topic/dbj)
- [call answering services (2)](https://www.abetteranswer.com/blog/topic/call-answering-services)
- [medical answering services (2)](https://www.abetteranswer.com/blog/topic/medical-answering-services)
- [Call Center (1)](https://www.abetteranswer.com/blog/topic/call-center)
- [HIPAA Compliance (1)](https://www.abetteranswer.com/blog/topic/hipaa-compliance)
- [answering service benefits (1)](https://www.abetteranswer.com/blog/topic/answering-service-benefits)
- [answering service outsourcing (1)](https://www.abetteranswer.com/blog/topic/answering-service-outsourcing)
- [call recording benefits (1)](https://www.abetteranswer.com/blog/topic/call-recording-benefits)
- [call recording for business (1)](https://www.abetteranswer.com/blog/topic/call-recording-for-business)
- [ecommerce answering service (1)](https://www.abetteranswer.com/blog/topic/ecommerce-answering-service)
- [enhancing customer experience (1)](https://www.abetteranswer.com/blog/topic/enhancing-customer-experience)
- [hiring an answering service (1)](https://www.abetteranswer.com/blog/topic/hiring-an-answering-service)
- [outsourcing during recession (1)](https://www.abetteranswer.com/blog/topic/outsourcing-during-recession)
- [startups (1)](https://www.abetteranswer.com/blog/topic/startups)
- [streamline business (1)](https://www.abetteranswer.com/blog/topic/streamline-business)

[see all](https://www.abetteranswer.com/blog/how-to-scale-your-customer-service-support-without-sacrificing-service#)

### Blog Archive

- [January 2026 (1)](https://www.abetteranswer.com/blog/archive/2026/01)
- [October 2025 (1)](https://www.abetteranswer.com/blog/archive/2025/10)
- [April 2025 (1)](https://www.abetteranswer.com/blog/archive/2025/04)
- [January 2025 (3)](https://www.abetteranswer.com/blog/archive/2025/01)
- [May 2024 (2)](https://www.abetteranswer.com/blog/archive/2024/05)
- [April 2024 (2)](https://www.abetteranswer.com/blog/archive/2024/04)
- [September 2023 (4)](https://www.abetteranswer.com/blog/archive/2023/09)
- [June 2023 (2)](https://www.abetteranswer.com/blog/archive/2023/06)
- [April 2023 (1)](https://www.abetteranswer.com/blog/archive/2023/04)
- [March 2023 (1)](https://www.abetteranswer.com/blog/archive/2023/03)
- [February 2023 (1)](https://www.abetteranswer.com/blog/archive/2023/02)
- [December 2022 (2)](https://www.abetteranswer.com/blog/archive/2022/12)
- [November 2022 (5)](https://www.abetteranswer.com/blog/archive/2022/11)
- [June 2022 (1)](https://www.abetteranswer.com/blog/archive/2022/06)
- [May 2022 (3)](https://www.abetteranswer.com/blog/archive/2022/05)
- [March 2022 (2)](https://www.abetteranswer.com/blog/archive/2022/03)
- [February 2022 (4)](https://www.abetteranswer.com/blog/archive/2022/02)
- [November 2021 (1)](https://www.abetteranswer.com/blog/archive/2021/11)
- [October 2021 (1)](https://www.abetteranswer.com/blog/archive/2021/10)
- [August 2021 (1)](https://www.abetteranswer.com/blog/archive/2021/08)
- [July 2021 (1)](https://www.abetteranswer.com/blog/archive/2021/07)
- [June 2021 (4)](https://www.abetteranswer.com/blog/archive/2021/06)
- [May 2021 (5)](https://www.abetteranswer.com/blog/archive/2021/05)
- [April 2021 (3)](https://www.abetteranswer.com/blog/archive/2021/04)
- [March 2021 (3)](https://www.abetteranswer.com/blog/archive/2021/03)
- [February 2021 (5)](https://www.abetteranswer.com/blog/archive/2021/02)
- [January 2021 (4)](https://www.abetteranswer.com/blog/archive/2021/01)
- [December 2020 (3)](https://www.abetteranswer.com/blog/archive/2020/12)
- [November 2020 (4)](https://www.abetteranswer.com/blog/archive/2020/11)
- [October 2020 (1)](https://www.abetteranswer.com/blog/archive/2020/10)
- [September 2020 (3)](https://www.abetteranswer.com/blog/archive/2020/09)
- [August 2020 (3)](https://www.abetteranswer.com/blog/archive/2020/08)
- [July 2020 (2)](https://www.abetteranswer.com/blog/archive/2020/07)
- [June 2020 (2)](https://www.abetteranswer.com/blog/archive/2020/06)
- [May 2020 (2)](https://www.abetteranswer.com/blog/archive/2020/05)
- [April 2020 (2)](https://www.abetteranswer.com/blog/archive/2020/04)
- [March 2020 (1)](https://www.abetteranswer.com/blog/archive/2020/03)
- [February 2020 (2)](https://www.abetteranswer.com/blog/archive/2020/02)
- [January 2020 (2)](https://www.abetteranswer.com/blog/archive/2020/01)
- [December 2019 (2)](https://www.abetteranswer.com/blog/archive/2019/12)
- [November 2019 (2)](https://www.abetteranswer.com/blog/archive/2019/11)
- [October 2019 (2)](https://www.abetteranswer.com/blog/archive/2019/10)
- [September 2019 (2)](https://www.abetteranswer.com/blog/archive/2019/09)
- [August 2019 (2)](https://www.abetteranswer.com/blog/archive/2019/08)
- [July 2019 (3)](https://www.abetteranswer.com/blog/archive/2019/07)
- [May 2019 (1)](https://www.abetteranswer.com/blog/archive/2019/05)
- [April 2019 (1)](https://www.abetteranswer.com/blog/archive/2019/04)
- [March 2019 (3)](https://www.abetteranswer.com/blog/archive/2019/03)
- [February 2019 (1)](https://www.abetteranswer.com/blog/archive/2019/02)
- [January 2019 (1)](https://www.abetteranswer.com/blog/archive/2019/01)
- [December 2018 (2)](https://www.abetteranswer.com/blog/archive/2018/12)
- [October 2018 (2)](https://www.abetteranswer.com/blog/archive/2018/10)
- [September 2018 (1)](https://www.abetteranswer.com/blog/archive/2018/09)
- [August 2018 (3)](https://www.abetteranswer.com/blog/archive/2018/08)
- [July 2018 (3)](https://www.abetteranswer.com/blog/archive/2018/07)
- [June 2018 (1)](https://www.abetteranswer.com/blog/archive/2018/06)
- [April 2018 (2)](https://www.abetteranswer.com/blog/archive/2018/04)
- [March 2018 (1)](https://www.abetteranswer.com/blog/archive/2018/03)
- [February 2018 (3)](https://www.abetteranswer.com/blog/archive/2018/02)
- [October 2017 (3)](https://www.abetteranswer.com/blog/archive/2017/10)
- [September 2017 (1)](https://www.abetteranswer.com/blog/archive/2017/09)
- [August 2017 (3)](https://www.abetteranswer.com/blog/archive/2017/08)
- [July 2017 (2)](https://www.abetteranswer.com/blog/archive/2017/07)
- [June 2017 (3)](https://www.abetteranswer.com/blog/archive/2017/06)
- [May 2017 (2)](https://www.abetteranswer.com/blog/archive/2017/05)
- [April 2017 (2)](https://www.abetteranswer.com/blog/archive/2017/04)
- [March 2017 (3)](https://www.abetteranswer.com/blog/archive/2017/03)
- [February 2017 (1)](https://www.abetteranswer.com/blog/archive/2017/02)
- [December 2016 (2)](https://www.abetteranswer.com/blog/archive/2016/12)
- [November 2016 (3)](https://www.abetteranswer.com/blog/archive/2016/11)
- [October 2016 (4)](https://www.abetteranswer.com/blog/archive/2016/10)
- [September 2016 (3)](https://www.abetteranswer.com/blog/archive/2016/09)
- [August 2016 (4)](https://www.abetteranswer.com/blog/archive/2016/08)
- [July 2016 (4)](https://www.abetteranswer.com/blog/archive/2016/07)
- [June 2016 (3)](https://www.abetteranswer.com/blog/archive/2016/06)
- [May 2016 (5)](https://www.abetteranswer.com/blog/archive/2016/05)
- [April 2016 (1)](https://www.abetteranswer.com/blog/archive/2016/04)
- [March 2016 (4)](https://www.abetteranswer.com/blog/archive/2016/03)
- [February 2016 (3)](https://www.abetteranswer.com/blog/archive/2016/02)
- [January 2016 (5)](https://www.abetteranswer.com/blog/archive/2016/01)
- [December 2015 (4)](https://www.abetteranswer.com/blog/archive/2015/12)
- [November 2015 (5)](https://www.abetteranswer.com/blog/archive/2015/11)
- [October 2015 (6)](https://www.abetteranswer.com/blog/archive/2015/10)
- [September 2015 (2)](https://www.abetteranswer.com/blog/archive/2015/09)
- [August 2015 (6)](https://www.abetteranswer.com/blog/archive/2015/08)
- [July 2015 (3)](https://www.abetteranswer.com/blog/archive/2015/07)
- [June 2015 (2)](https://www.abetteranswer.com/blog/archive/2015/06)
- [May 2015 (2)](https://www.abetteranswer.com/blog/archive/2015/05)
- [April 2015 (6)](https://www.abetteranswer.com/blog/archive/2015/04)
- [March 2015 (6)](https://www.abetteranswer.com/blog/archive/2015/03)
- [February 2015 (4)](https://www.abetteranswer.com/blog/archive/2015/02)
- [January 2015 (4)](https://www.abetteranswer.com/blog/archive/2015/01)
- [December 2014 (4)](https://www.abetteranswer.com/blog/archive/2014/12)
- [November 2014 (1)](https://www.abetteranswer.com/blog/archive/2014/11)
- [October 2014 (4)](https://www.abetteranswer.com/blog/archive/2014/10)
- [September 2014 (4)](https://www.abetteranswer.com/blog/archive/2014/09)
- [August 2014 (3)](https://www.abetteranswer.com/blog/archive/2014/08)
- [July 2014 (5)](https://www.abetteranswer.com/blog/archive/2014/07)
- [June 2014 (3)](https://www.abetteranswer.com/blog/archive/2014/06)
- [May 2014 (2)](https://www.abetteranswer.com/blog/archive/2014/05)
- [April 2014 (1)](https://www.abetteranswer.com/blog/archive/2014/04)
- [February 2014 (1)](https://www.abetteranswer.com/blog/archive/2014/02)
- [January 2014 (1)](https://www.abetteranswer.com/blog/archive/2014/01)
- [December 2013 (2)](https://www.abetteranswer.com/blog/archive/2013/12)
- [October 2013 (1)](https://www.abetteranswer.com/blog/archive/2013/10)
- [August 2013 (1)](https://www.abetteranswer.com/blog/archive/2013/08)
- [December 2012 (1)](https://www.abetteranswer.com/blog/archive/2012/12)
- [November 2012 (1)](https://www.abetteranswer.com/blog/archive/2012/11)
- [October 2012 (1)](https://www.abetteranswer.com/blog/archive/2012/10)
- [September 2012 (1)](https://www.abetteranswer.com/blog/archive/2012/09)
- [July 2012 (1)](https://www.abetteranswer.com/blog/archive/2012/07)
- [June 2012 (1)](https://www.abetteranswer.com/blog/archive/2012/06)
- [May 2012 (21)](https://www.abetteranswer.com/blog/archive/2012/05)
- [April 2012 (2)](https://www.abetteranswer.com/blog/archive/2012/04)
- [March 2012 (2)](https://www.abetteranswer.com/blog/archive/2012/03)
- [February 2012 (3)](https://www.abetteranswer.com/blog/archive/2012/02)
- [January 2012 (1)](https://www.abetteranswer.com/blog/archive/2012/01)
- [December 2011 (1)](https://www.abetteranswer.com/blog/archive/2011/12)
- [November 2011 (1)](https://www.abetteranswer.com/blog/archive/2011/11)
- [October 2011 (1)](https://www.abetteranswer.com/blog/archive/2011/10)
- [August 2011 (2)](https://www.abetteranswer.com/blog/archive/2011/08)
- [July 2011 (2)](https://www.abetteranswer.com/blog/archive/2011/07)
- [May 2011 (1)](https://www.abetteranswer.com/blog/archive/2011/05)
- [April 2011 (26)](https://www.abetteranswer.com/blog/archive/2011/04)
- [March 2011 (3)](https://www.abetteranswer.com/blog/archive/2011/03)
- [November 2010 (1)](https://www.abetteranswer.com/blog/archive/2010/11)
- [October 2010 (1)](https://www.abetteranswer.com/blog/archive/2010/10)

[see all](https://www.abetteranswer.com/blog/how-to-scale-your-customer-service-support-without-sacrificing-service#)

[![New call-to-action](https://hubspot-no-cache-na2-prod.s3.amazonaws.com/cta/default/131482/cbf52556-bdda-4454-845b-4e58dac2452d.png)](https://hubspot-cta-redirect-na2-prod.s3.amazonaws.com/cta/redirect/131482/cbf52556-bdda-4454-845b-4e58dac2452d)

### Contact Us

### Subscribe To Newsletter

### Connect With Us

[**](https://www.facebook.com/ABetterAnswer/) [**](https://twitter.com/ABetterAnswer) [**](https://www.instagram.com/abetteranswer/) [**](https://www.linkedin.com/company/a-better-answer/)

### Want to work for A Better Answer? Fill out our online [Job Application Form](https://www.abetteranswer.com/jobs) and become a Call Handling Hero®!

©2026 A BETTER ANSWER

[ Request a  
 Quote Now! ](https://www.abetteranswer.com/get-a-quote)

```json
"@context"
```