Agile support: 9 principles to help your team provide personal support at scale

At WeTravel, a small support team adopted agile principles to provide fast, personal support at scale. By focusing on the customer's needs and embracing change, they were able to deliver big value to their customers while scaling their support to handle hundreds of millions of dollars annually for over 3,000 global group and multi-day travel companies. The 9 principles of agile support include: Satisfy the customer through early and continuous delivery of support, embracing product change to provide better support, supporting product and developers working together, building a team around motivated individuals, nurturing your team with regular face-to-face conversations, solving problems as the primary measure of progress, simplicity being essential by automating where possible, collaborating in self-organizing teams producing better solutions, and finally reflection creating effective teams and processes. By adopting these principles, WeTravel's support team was able to create a high-quality support experience that helped their customers spend less time and money on admin, fostering loyalty, retention, and advocacy.

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