I've been building and scaling support teams for over 20 years. In that time, I've seen technology within the field of Support evolve, but sadly; nothing truly innovative. Most support operations are still fighting with their tools to get the most out of them. When that doesn't work, they're hiring a full-time resource just to manage them.

We shouldn't be working for our tools, they should be working for us.

The support profession is seen as the "firefighters" of the company. Handling the "vocal minority" of customer's inquiries, sometimes referred to as the "complaints department". This couldn't be further from the truth. Our teams field a statistically significant sample size of our customer's experience and should be looked at as the only true source of customer experience insights within the company.

Yet our tools don't enable this type of forward-thinking behavior for our teams. Instead, they enable us to remain "firefighters" and "reactive" and constantly chasing our tails to get anything done within these systems.

We want to change that. SwiftCX's mission is to help operations become effortless and lightweight. Achieve customer excellence in the most efficient way possible. And deliver powerful insights within Support, as well as to the rest of the key stakeholders in the company. Support teams should take their rightful place in the company as a key contributor to growth. We are working hard to make that a reality.