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Many startups place customer service way down their priority list. Product development, deployment, marketing, promotion – these are the most important things, and customer service can wait.
Wrong. Customer service should be up there with product creation and marketing because, at the end of the day, it’s all about customers. They can be your best brand advocates. Or your Nemesis. It all depends on how you set up your customer service.
The customer service role in a successful startup cannot be overestimated. Your best strategy is to think about customer service already at the planning stage, so that when the real customers start coming in, you will be prepared.
#1 Use the right tools
For a truly professional customer service, an email inbox is not enough. Invest in a comprehensive communication software product that will cover all your needs, be convenient for your customers, and grow together with your business.
What might you possibly need? Today’s communication solutions often offer many communication channels and tools to create support resources:
EmailVoice callLive chatKnowledge base
With such a tool, you provide multiple ways for customers to reach you at their convenience. Another helpful hint – spend some time preparing and configuring your knowledge base. You won’t believe how many issues are resolved and questions answered with a good knowledge base. Besides, customers love it when they can find answers to their questions on their own.
When choosing customer service software, aim for the product that offers multiple options and supports knowledge base creation. Check, for example, HelpCrunch’s tool with live chat, knowledge base, and email in the same package.
#2 Focus on customer success
It is easy to get distracted by fine-tuning your customer support processes, setting up metrics, analyzing SLAs, and adjusting flows. Set that aside for the time being … Read More
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