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2.5 million users : 24 support staff 1 billion users : 9600 support staff If it scales linearly, that's about 10k support per billion users. I was going
by gknoy 2y ago
2.5 million users : 24 support staff
1 billion users : 9600 support staff
If it scales linearly, that's about 10k support per billion users. I was going to say that a 10,000 person department for handling customer support sounds like it doesn't scale, but maybe I'm wrong, given that that is only about 5% of google's headcount.
- Aachen 2y agoAlso in terms of costs: if those support staff cost 100 grand a year in salary and other costs, staffing the 2.5M-user company with those 24 support crew 24/7 (3 shifts, let's pretend it's equally busy at 3AM) results in some 25 cents per month per user that need to be priced into the product. The transaction fees on a monthly billing system are likely higher than that of a skilled support team if this is a representative scale for the industry I frankly doubt the numbers, surely it costs more than this for an average company?