Rebuilding the Organization Ahead of a Google Acquisition

Jason found the right person already on the team, someone with real customer service instincts from prior retail experience, and built the customer care function around him. Working in concert with the teammate Jason had put in charge of social media, the two began routing customer inquiries from the company's social handles into a dedicated care channel, and Jason adapted the engineering team's existing ticketing system to support tiered levels of support rather than standing up something new from scratch.

Solution: He then had his care lead recruit and manage an offshore team to handle first-tier inquiries, with the care lead himself serving as the escalation point for anything that team could not resolve. That structure let Jason prompt customers for reviews at the "golden moment," right after an update resolved something they had been asking for, while managing the timing of price changes around seasonal buying patterns to avoid discouraging purchases.

Quickoffice hit record sales and reached the number one ranking in the Apple iTunes Store and number
two in Google Play. The business was acquired by Google within the year, on the strength of a customer care function, tiered ticketing structure, and offshore support model Jason built from a single well placed hire.