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.
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