At Launch Labs, we’re guided by a people-first philosophy, and as we grow, we are committed to maintaining that focus at scale. Our goal is to build meaningful relationships that empower our clients to grow alongside us. Expanding our customer support team allows us to prioritize long-term customer satisfaction while staying closely connected to how our technology is being used today—and exploring its potential for tomorrow.
Why We Prioritize Customer Support
Launch Labs is more than a technology provider. We consider ourselves a partner, helping our customers build healthy businesses and strong sales pipelines. Customer support is a foundation of user retention. It keeps our customers happy, which helps keep their customers happy. These long-term relationships feed our passion for innovation.
Innovation requires risk taking. We rely on partners who are excited about new features and willing to be part of our beta testing. Their feedback, and the feedback of all of our users, is an essential tool for pushing technology further. We’re always eager to hear from customers.
In fact, we keep a multi-page list of future development ideas that come not just from our staff, but from customers and users. Each quarter, we review this list to find suggestions that can benefit our partners, their customers, and the end-users of our platform.
In short, prioritizing customer satisfaction gives both Launch Labs and our partners a competitive advantage. On average, repeat customers spend 67 percent more than new customers. And 91% of customers say they’re more likely to become repeat customers after a great service experience. When customers and users get the support they need, everybody wins.
Challenges and Lessons Learned As We Grew Our Team
Growth is always both an opportunity and a challenge. As we expanded our team, we kept an eye on service quality. It wasn’t enough to have more people on the team, we wanted each person to uphold the high standards of customer support our partners have come to expect. That meant we needed to offer comprehensive training, equip our team with the right technology, and implement efficient processes.
At Launch Labs, we firmly believe that most efficiency problems can be solved by implementing better processes, not just by hiring more people. Because we’re a newer company, most of these processes have to be created from scratch. Of course, the first attempt rarely meets our exacting expectations, so we iterate, which takes time.
Today, we’ve created a team that knows to anticipate change. They recognize that growing pains aren’t always comfortable, but the payoff is usually worth it.
How We Made Sure Our Customer Support Team is The Best
We are always on the lookout for talented people, and are lucky to be in such a tech-focused part of the country. When hiring we look for people who have some related experience and passion for the industry, but mostly we’re looking for overachievers. We are a small but mighty team and so we rely on people who are eager to go above and beyond, people with a strong work ethic who aren’t afraid to ask “why?”
Then, we offer those people a quality onboarding experience. After working for Launch Labs for about 6 weeks, Ambra Linney described her onboarding process as “The best onboarding experience I’ve had with any company.” We not only equip anyone who joins our team with documented resources and videos, but we also give them our time and attention when they have questions.
“Our success as a team can be attributed to hiring just 3 really exceptional people and 4 awesome interns that work through some thoughtfully curated processes.” - Emily Sabol, VP of Operations at Launch Labs
The Operations team has three core roles. Customer Support Specialist, is our generalist role. Onboarding Specialists take care of any new partner or website launch, ensuring things are set up correctly for optimal performance. Our Operations Management team handles any escalated product-related questions or concerns.
Systems and Tools That Enhance Efficiency
The Operations team relies heavily on the customer service platform Front for both internal and external communication. Collectively as a team, we’re able to see a request come in, align over how the question can be handled, and maintain visibility of the issue even though one person drafts the response. This allows everyone to learn and stay up to date on how certain questions should be handled. Front also has the ability to deliver real-time stats that allow us to keep our workload evenly distributed.
The team also uses Notion as a way to keep all our internal documentation and FAQs organized. We have automations that flow into Notion that allow us to quality check each website within days of it going live with our platform.
Strong Customer Support Team Drives Launch Labs' Success
By equipping the right people with the right technology, we’ve built a customer support powerhouse with impressive results. In 2023, we responded to 2,124 tickets with an average first response time of 5 hrs and 38 min. So far in 2024, we’ve handled more than 2.5x the number of tickets and slashed response time to 1 hr and 24 min. Year-over-year, our live subscription count has grown from 350 in 2023 to 691 before the end of 2024.
This solid customer support foundation is an investment in our future. It positions us for continued growth and scaling over the coming years. Our team is trained, equipped, and ready to support Launch Labs partners and their customers now and into the future. As the company evolves, so will our support team.
Get a closer look at the results Launch Labs delivers to its customers and partners with friction-free data collection, elevated visitor engagement, and skyrocketing conversions. Our customer support team is standing by to answer your questions.
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How and Why We've Scaled the Customer Support Team At Launch Labs
At Launch Labs, we’re guided by a people-first philosophy, and as we grow, we are committed to maintaining that focus at scale. Our goal is to build meaningful relationships that empower our clients to grow alongside us. Expanding our customer support team allows us to prioritize long-term customer satisfaction while staying closely connected to how our technology is being used today—and exploring its potential for tomorrow.
Why We Prioritize Customer Support
Launch Labs is more than a technology provider. We consider ourselves a partner, helping our customers build healthy businesses and strong sales pipelines. Customer support is a foundation of user retention. It keeps our customers happy, which helps keep their customers happy. These long-term relationships feed our passion for innovation.
Innovation requires risk taking. We rely on partners who are excited about new features and willing to be part of our beta testing. Their feedback, and the feedback of all of our users, is an essential tool for pushing technology further. We’re always eager to hear from customers.
In fact, we keep a multi-page list of future development ideas that come not just from our staff, but from customers and users. Each quarter, we review this list to find suggestions that can benefit our partners, their customers, and the end-users of our platform.
In short, prioritizing customer satisfaction gives both Launch Labs and our partners a competitive advantage. On average, repeat customers spend 67 percent more than new customers. And 91% of customers say they’re more likely to become repeat customers after a great service experience. When customers and users get the support they need, everybody wins.
Challenges and Lessons Learned As We Grew Our Team
Growth is always both an opportunity and a challenge. As we expanded our team, we kept an eye on service quality. It wasn’t enough to have more people on the team, we wanted each person to uphold the high standards of customer support our partners have come to expect. That meant we needed to offer comprehensive training, equip our team with the right technology, and implement efficient processes.
At Launch Labs, we firmly believe that most efficiency problems can be solved by implementing better processes, not just by hiring more people. Because we’re a newer company, most of these processes have to be created from scratch. Of course, the first attempt rarely meets our exacting expectations, so we iterate, which takes time.
Today, we’ve created a team that knows to anticipate change. They recognize that growing pains aren’t always comfortable, but the payoff is usually worth it.
How We Made Sure Our Customer Support Team is The Best
We are always on the lookout for talented people, and are lucky to be in such a tech-focused part of the country. When hiring we look for people who have some related experience and passion for the industry, but mostly we’re looking for overachievers. We are a small but mighty team and so we rely on people who are eager to go above and beyond, people with a strong work ethic who aren’t afraid to ask “why?”
Then, we offer those people a quality onboarding experience. After working for Launch Labs for about 6 weeks, Ambra Linney described her onboarding process as “The best onboarding experience I’ve had with any company.” We not only equip anyone who joins our team with documented resources and videos, but we also give them our time and attention when they have questions.
“Our success as a team can be attributed to hiring just 3 really exceptional people and 4 awesome interns that work through some thoughtfully curated processes.” - Emily Sabol, VP of Operations at Launch Labs
The Operations team has three core roles. Customer Support Specialist, is our generalist role. Onboarding Specialists take care of any new partner or website launch, ensuring things are set up correctly for optimal performance. Our Operations Management team handles any escalated product-related questions or concerns.
Systems and Tools That Enhance Efficiency
The Operations team relies heavily on the customer service platform Front for both internal and external communication. Collectively as a team, we’re able to see a request come in, align over how the question can be handled, and maintain visibility of the issue even though one person drafts the response. This allows everyone to learn and stay up to date on how certain questions should be handled. Front also has the ability to deliver real-time stats that allow us to keep our workload evenly distributed.
The team also uses Notion as a way to keep all our internal documentation and FAQs organized. We have automations that flow into Notion that allow us to quality check each website within days of it going live with our platform.
Strong Customer Support Team Drives Launch Labs' Success
By equipping the right people with the right technology, we’ve built a customer support powerhouse with impressive results. In 2023, we responded to 2,124 tickets with an average first response time of 5 hrs and 38 min. So far in 2024, we’ve handled more than 2.5x the number of tickets and slashed response time to 1 hr and 24 min. Year-over-year, our live subscription count has grown from 350 in 2023 to 691 before the end of 2024.
This solid customer support foundation is an investment in our future. It positions us for continued growth and scaling over the coming years. Our team is trained, equipped, and ready to support Launch Labs partners and their customers now and into the future. As the company evolves, so will our support team.
Get a closer look at the results Launch Labs delivers to its customers and partners with friction-free data collection, elevated visitor engagement, and skyrocketing conversions. Our customer support team is standing by to answer your questions.
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