My startup’s growing fast, but our support is drowning in tickets, the situation’s quite bad and barely manageable now. We’re hiring more agents, but consistency’s slipping. How do big companies maintain quality while scaling? Any tools or frameworks that actually work?

Consistency starts with systems and structures. First, document everything — create a central hub for SOPs so agents aren’t winging it. Use AI chatbots (more on that later) for tier-1 queries, freeing humans for complex issues. Tools like Zendesk or this guide on what CSM involves stress the importance of CRM integration. Tagging tickets by urgency/type helps prioritize. Also, weekly calibration sessions keep agents aligned. Track CSAT scores and resolution time— there should be balance in everything.

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