Why Your First Support Hire Won't Save You | Ines van Dijk| Author- The Customer Support QA Playbook скачать в хорошем качестве

Why Your First Support Hire Won't Save You | Ines van Dijk| Author- The Customer Support QA Playbook

"If I have to answer the same question I've already answered 3,000 times before one more time, I'm going to unplug the main server and set everything on fire." Every founder hits this moment. So they hire someone to just answer the emails. Problem solved? Not even close. Ines van Dijk has spent 15 years in customer support — as an individual contributor, team lead, QA specialist, and consultant. She's seen this pattern so many times that she wrote the book on it. Literally. The Customer Support QA Playbook just came out. In this episode of One CX, Ines breaks down why hiring someone to answer emails doesn't fix your support problem — and what actually does. We cover: → Why your first support hire won't save you (and what will) → How to define what "good" looks like before you hire anyone → Why support is a business lever, not a cost center → The case against CSAT as a primary metric → QA as trust-building, not surveillance → The "10 hats" mistake that sets everyone up for failure → Why "eventually" never shows up on your calendar If you're a founder about to hire your first support person or wondering why your current setup isn't working this one's for you. Get the book: The Customer Support QA Playbook is available on Amazon (Link in comments) Subscribe for more conversations with CX leaders who are building differently. #CustomerExperience #CX #CustomerSupport #QA #SaaS #StartupAdvice #Founder #B2B