扩展客户支持会毁掉它——这是证据。
我经营了一家SaaS公司已经两年了。我曾以为自己在“改善”客户支持。实际上，我却把它搞砸了。
第一月：我亲自回复每一封邮件。
响应时间：5分钟。
客户满意度：98%。
人们纷纷发来感谢信。
第二十四月：8名支持代表 + Zendesk + Intercom + “最佳实践”。
响应时间：18小时。
客户满意度：43%。
人们留下愤怒的评价。
每个工单的成本：$0 → $23
因支持问题导致的客户流失率：0% → 31%
我通过“扩展”反而让支持变得更糟。
残酷的真相是：
每个支持工具都承诺“提升客户成功”。但它们实际上提升的是客户的挫败感。
增加了一个聊天机器人 → 客户满意度下降了40%。不过，仪表盘显示“响应时间改善”，所以看起来像是个胜利。
代理在工具上花费70%的时间，只有30%真正帮助客户。
客户宁愿等2小时与一个关心他们的人交谈，也不愿意立即得到一个读着脚本的人的回复。
面临的艰难选择：
个人支持 → 昂贵，无法扩展
高效支持 → 便宜，客户讨厌
无支持 → 诚实，但残酷
我现在正在尝试使用语音AI，为1万名客户重现“创始人亲自回答”的体验。
并不是因为我认为AI会拯救我们，而是因为人力支持一旦超出个人能力就会崩溃。
这里有没有人真的在不让支持变糟的情况下实现了扩展？
还是说良好的支持和增长就是……互相排斥的？
查看原文
I’ve been running a SaaS for 2 years. I thought I was “improving” customer support.
In reality, I killed it.<p>Month 1: Me answering every email.
Response time: 5 minutes.
Customer satisfaction: 98%.
People sent thank-you notes.<p>Month 24: 8 support reps + Zendesk + Intercom + “best practices.”
Response time: 18 hours.
Customer satisfaction: 43%.
People leave angry reviews.<p>Cost per ticket: $0 → $23
Churn from support issues: 0% → 31%<p>I literally made support worse by “scaling” it.<p>The brutal truth:
Every support tool promises to “scale customer success.” What they actually scale is customer frustration.<p>Added a chatbot → customer satisfaction dropped 40%. But hey, the dashboard said “response time improved,” so it looked like a win.<p>Agents spend 70% of their time in tools, 30% actually helping people.<p>Customers would rather wait 2 hours to talk to someone who gives a damn than get an instant reply from someone reading a script.<p>The impossible choice:<p>Personal support → expensive, doesn’t scale<p>Efficient support → cheap, customers hate it<p>No support → honest, but brutal<p>I’m now experimenting with voice AI to recreate the “founder answers personally” experience for 10,000 customers.
Not because I think AI will save us — but because human support breaks the second you scale past yourself.<p>Has anyone here actually scaled support without it turning to shit?
Or is good support and growth just… mutually exclusive?