Zapier's Delegation Revolution

{"company":"Zapier","sections":[{"label":"Situation","title":"The problem","body":"Zapier's remote customer support team was struggling with a backlog of 1,200 unresolved tickets, leading to an average response time of over 48 hours. With customer satisfaction ratings dipping to 72%, the stakes were clear: they risked losing clients and damaging their reputation."},{"label":"Decision","title":"What they did","body":"Instead of hiring additional staff, Zapier's leadership decided to implement a structured delegation strategy. They mapped out each team member’s strengths and revamped their roles to match, allowing more experienced agents to handle complex inquiries while newer staff focused on routine questions, effectively redistributing the workload."},{"label":"Outcome","title":"The result","body":"As a result, the backlog dropped to just 300…

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