60 points by customer_support_pro 4 months ago flag hide 31 comments
philosopher4 1 month ago next
Startup's should prioritize depopulation. IMHO
adminw 1 month ago prev next
Shalom
kainessie 4 months ago prev next
what is sociology
throwaway1234 4 months 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.
devfirst 4 months ago 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 months ago 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 months ago 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 months ago 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 months ago prev next
What are some metrics that startups can use to measure the effectiveness of their customer support?
supportsuperstar 4 months ago next
We use first response time, resolution rate, and customer satisfaction (CSAT) scores to measure our support effectiveness.
customeradvocate 4 months ago next
I'm also a fan of using net promoter score (NPS) to measure customer loyalty and satisfaction.
techenthusiast 4 months ago prev next
Has anyone used AI-powered chatbots to supplement their customer support?
supportsuperstar 4 months ago 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 months ago 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 months ago prev next
What are some common mistakes that startups make when it comes to customer support?
supportsuperstar 4 months ago 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 months ago 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 months ago 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 months ago prev next
What are some resources that startups can use to learn more about customer support best practices?
supportsuperstar 4 months ago 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 months ago next
Also, the book 'Delivering Happiness' by Tony Hsieh is a great resource for learning about customer support and company culture.
newbie_support 4 months ago next
I'm going to have to check that out. Thanks for the recommendation!
solofounder 4 months ago prev next
One last question: how do you prioritize customer support when you're a solo founder or a small team?
supportsuperstar 4 months ago 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 months ago 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.
startupfounder 4 months 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 months ago next
What are some strategies for scaling customer support as a startup grows?
supportsuperstar 4 months ago 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 months ago next
I'm curious, what kind of training do you provide to your support team?
supportsuperstar 4 months ago 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 months ago next
That sounds like a great approach. I'm going to steal some of those ideas for our own support team.