Tag Archives: customer service

How to Structure Your SaaS Support Team

Episode 267 | How to Structure Your SaaS Support Team

Date: 2015-12-15

Link: Startups for the Rest of Us

 

Startups for the Rest of UsIf you are one person doing support the best way to get started off of the bat (is to do support from Gmail).,

Help Scout

Email is stage one. The founder or founders are doing all of the support.

You’re going to want to improve the product and respond instantly.

(In your early days) one of your advantages over the big companies is your speed of doing things.

(When there is a problem) people are going to be more willing to stick with you if you have done the right thing in the past.

Hiring a tier one support person is the second stage.

Put issues in a Google doc.

When in doubt give the customer what they are asking for.

If people are trialing your product they are wondering if it is going to work for them and if they need help and you are not able to help them then it is likely they won’t convert.

Join.me for screensharing.

Both WebEx and GoToMeeting have a free account.

How to Prioritize Feature Requests

Episode 212 | How to Prioritize Feature Requests

Date: 2014-11-25

Link: Startups for the Rest of Us

 

Startups for the Rest of UsIf you’re going to go business to consumer you kind of need good luck and some real sense of product.

Consumers don’t necessarily know what they want before you show it to them.

Priority:

  1. Is a prospect asking for the feature?
  2. Is a customer asking for it?
  3. Is someone on your team asking for it?
  4. Do you think it will shift your product into a new market?

A prospect’s feature request tend to be the most important because they haven’t paid you money yet and their time is very limited.

A lot of this is dependent on the price point and the stage in the company you are at.

A higher priced point product has a much longer sales cycle so it give you more time (to implement requested feature).

If customers have trust in you they aren’t likely to jump ship quickly.

Ask yourself if the feature request fits in with your vision of the product.

Things that most people will not  use should not be very visible in the UI.

Customer Service, Killing Kittens and Unmarketing, with Scott Stratten

NBP040: Customer Service, Killing Kittens and Unmarketing, with Scott Stratten

Date: 2014-01-23

Link: New Business Podcast

 

Most businesses did not want the conversations that social media generates. They want the compliments but they don’t want the negative.

Social media is about two way conversations.

You need to be consistent across all channels when it comes to customer service.

There is no separation between customer service and marketing.

Customer service can be our strongest marketing.

Being awesome has an ROI.

The most important thing is immediacy (when it comes to social media responses).