Scalability in Customer Service Software

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Summary

Scalability in customer service software means building systems that can handle growing numbers of users, requests, or business needs without sacrificing speed or reliability. It's about making sure your technology and processes can expand smoothly as demand increases, ensuring customers always get fast, consistent support.

  • Plan for growth: Choose cloud-based and modular tools that can expand with your business, so you never feel stuck when user numbers spike.
  • Automate smartly: Use automation for routine tasks so your human team can focus on building relationships and solving complex customer problems.
  • Integrate wisely: Connect specialized software for sales, support, and data management rather than relying on a single system, making it easier to adapt and scale as needs change.
Summarized by AI based on LinkedIn member posts
  • View profile for Harsh N.

    Machine Learning Engineer | Product Maker@atlantiq AI | Building Human-in-Loop AI Assistant for Ship Designers

    2,270 followers

    I am deploying my own LLM Mistral-7B-instruct with supercharged inference As I work on building a chat assistant with Mistral-7B to help customers navigate complex SAAS platform, I run into an important consideration, how will I scale and serve the LLM running the assistant. Let's look at a scenario: Using one GPU-A100 for deployment, our LLM Mistral-7B can generate 17 tokens per second. Now, lets say, if we have 1000 customers using our assistant at the same time, and average length of response from assistant is 150 tokens, putting the numbers together, our assistant will take 2 hours to process requests at anytime. An average reader's speed is 240 words per minute which we should match so our readers don't get bored but with the above setup, more than half the customers could even be waiting 1 hour to get any text at all. Not good at all for User Experience!! First, lets define the metrics we will use to assess the performance of LLM in the context of deployment: - Latency : Total time taken to process one user query. Important for better UX - Throughput: The number of tokens generated per second by the system. Important for scalability We are going to use a popular framework vLLM for optimization and benchmarking but lets look at the basic principles that vLLM leverages: 1. KV caching: - Transformer decoder architecture generates tokens sequentially and to generate a token, it uses all the past generated tokens. For each new token, a key-value vectors are generated which measures the relevance of the token to previous tokens. - So lets say, if we want to predict xth token, we will need KV vectors for 1...(x-1)th tokens, these vectors can be cached instead of regenerating them for every token, leading to time optimization with a memory trade-off. 2. Continuous batching our main optimization: - We parallelly process batches of customer queries, enhancing throughput. - However, differing response sizes in generative text lead to inefficient GPU memory use. - For examples: lets create a batch of two queries: - 'Delhi is the capital of which country?' -'Tell me about Harry potter' The first requires a brief response, while the second could be lengthy. With equal memory allocation per query, the GPU waits for the longer response to complete, leading to underutilized memory for the shorter query. This results in a hold-up of memory resources that could have been used for processing other queries. vLLM allows the efficient use of GPU memory to cache KV vectors, such that when a query in a batch is finished, another query can start processing in that batch. Observations on using vLLM on a batch of 60 queries: 1. Latency decreased more than 15x with vLLM 2. Throughput increased from 18 tokens/s to 385 tk/s 3. Throughput shows significant boost on large batches Link to reproduce results on colab: https://lnkd.in/ew_S_2WD If you are working on a similar project, you are welcome to share your experience :)

  • View profile for Joe LaGrutta, MBA

    Fractional GTM & Marketing Teams & Memes ⚙️🛠️

    7,661 followers

    When your CRM becomes the linchpin of your entire tech stack, it’s like building a Jenga tower on a single block—it’s only a matter of time before it all comes tumbling down.  Ever had that moment of dread when one CRM update sends ripples through your entire tech stack, causing chaos in Marketing, Sales, and Support? 🫠 The problem lies in over-reliance on a single tool to manage every aspect, turning minor issues into major disruptions. The negative impact of CRM over reliance is clear: ❌ Major Data Silo: Information is trapped within the CRM, making cross-functional collaboration a nightmare. ❌ Scalability Issues: As your business grows, so does the tech debt, making future updates & integrations more complex and costly. So, what’s the solution?  ⚙️ Architect a Distributed Tech Ecosystem: Design your tech stack with specialized tools for different functions. Your CRM should be one of many interconnected tools, not the central hub for everything. Understand that your CRM isn’t a data warehouse or a CDP, so dont architect your system to treat it as such. ⚙️ Implement Data Flow Strategies: Integrate a customer data platform (CDP) to establish a single, unified customer view, and/or use a reverse ETL tool like Hightouch with a data warehouse to distribute that single source of truth data across your tech stack. This ensures your data is not only organized but also activated in a way that supports GTM Strategies. ⚙️ Focus on System Orchestration: Build your tech stack with integration platforms (like Workato, Tray, Cargo, Zapier, Make) to help ensure data flow and interoperability between systems, reducing friction and enhancing efficiency. ⚙️ Design for Modularity and Scalability: Choose scalable, modular solutions for business functions that can evolve as your organization grows, ensuring that your tech stack remains agile and adaptable & you arent over engineering your crm to do things it was never meant to do.  Don’t let your CRM tower wobble—build a tech stack that stands strong! 💪 #RevOps #TechStack #CRM #BusinessGrowth #Integration #Efficiency #Scalability #DigitalTransformation

  • View profile for Jeff Breunsbach

    Customer Success at Spring Health; Writing at ChiefCustomerOfficer.io

    36,638 followers

    “Should we add more CSMs, or add more CS Ops?” It’s the allocation question every CS leader faces as budgets tighten and expectations rise. The wrong choice can damage customer retention, blow the budget, or both. The best CS leaders are following a simple formula: Make tech investments where they create efficiency. Make human investments where they generate retention and growth. The Clear Division of Labor Technology excels at tasks requiring consistency, speed, and scale where human judgment isn’t critical: • Administrative work and data processing • Routine communications and follow-ups • Process orchestration and workflow management Humans excel at tasks requiring judgment, creativity, and strategic thinking: • Strategic guidance and complex problem-solving • Relationship building and value creation conversations • Turning satisfied customers into advocates But here’s where segmentation changes everything. Segmentation Drives Everything What works for enterprise accounts doesn’t work for SMBs: High-value segments require human investment. The impact on retention and growth justifies the cost. High-volume segments require tech investment. They value speed and reliability, and unit economics demand efficient delivery. Scaling Isn’t Just Automation — It’s Trust Many CS leaders assume scaling means automating everything. But trust - the foundation of customer success - scales through a strategic blend of tech and human touch: Trust scales through consistency- Reliable delivery of promises, whether automated or human Trust scales through competence- AI-powered insights helping CSMs provide better guidance Trust scales through transparency- Proactive updates that keep customers informed Trust scales through personalization - Understanding unique needs at scale The Resource Allocation Framework Your segmentation strategy drives your resource allocation decisions. Map your customer journey by segment and classify touchpoints as either: • Efficiency-focused (perfect for tech) • Growth-focused (requiring human investment) Then audit where you’re using expensive human resources on automatable tasks, and where you’re using automation for interactions that demand human judgment. CS organizations that execute this principle operate with fundamentally better unit economics. They deliver personalized, strategic value to high-value customers while serving high-volume customers efficiently. They aren’t choosing between efficiency and growth - they’re achieving both. The framework is simple: tech for efficiency, humans for growth. But applying it requires knowing your customers well enough to understand which approach builds the most trust with each segment. Where are you misallocating resources between tech and human investments?

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