For a lot of companies customer support has truly become a differentiator. While a lot has been spoken about scaling customer first culture, effective Onboarding processes et al- all these start to diminish as the support org (and the company)starts to scale.
Given this premise- What do you think is the right ratio of customers to customer support agents? Is there a magic number to ensure that you're not hurt by the scale problems?
Do let us know with industry and the size of your support org and customers (if you can share them).