> If I hire Assembled to help with support, what can they provide?
> Obviously, they will have zero knowledge of the product. What can Assembled help with here?
These are very good questions and they raise a very valid point: Assembled will not have deep knowledge of your product (at least not as deep of a knowledge as your own support agents). However, we do have deep knowledge about how support teams are run in general. We've talked to hundreds of support teams, large and small, and are knee deep in the customer service industry.
Our product doesn't answer front line support questions, but rather helps you manage agent schedules and determine the best times to staff your agents. To do this, we forecast support volume, and correspondingly, how many agents are required to handle that volume. This is important because a large part of great customer support is how quickly you're able to respond.
This is a much different way to improve support than by just answering questions. We try to make your team more efficient without the need to hire more people. The cool thing here is that you can still layer on deflection systems (to reduce ticket volume) and enhance agent performance (via QA systems) in addition to what we do.