You Got Some Customers...Now How Do You Keep 'em?
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Transcript of You Got Some Customers...Now How Do You Keep 'em?
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#StartupCustServ @berkson0
You Got Some Customers…
Now How Do You Keep ‘em?
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#StartupCustServ @berkson0
Let’s Start The Conversation
Alan BerksonDirector of Community [email protected]@berkson0
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#StartupCustServ @berkson0
5 words you want to hear:We got a new customer
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#StartupCustServ @berkson0
5 words you DON’T want to hear:We just lost a customer
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#StartupCustServ @berkson0
3 Reasons Customer Service Is Critical For Startups
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#StartupCustServ @berkson0
Reason 1: Customer RetentionYour first users should feel that signing up with you was one of the best choices they ever made.
And you in turn should be racking your brains to think of new ways to delight them.
- Paul Graham, Y Combinator
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#StartupCustServ @berkson0
Reason 2: Perception Is Reality
When the ordinary fails, the impact is greater on the experience then when the extraordinary and luxurious fails, because there is no expectation of possible failure of the ordinary.
– Paul Greenberg, Author, CRM at the Speed of Light
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#StartupCustServ @berkson0
Reason 3: Market Research
If most of your issues are related to new feature requests, then your MVP needs quick work.
If most of your issues are related to things not working, then, you better fix the product.
– Shekhar Kirani, Partner, Accel Partners
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#StartupCustServ @berkson0
The Great Pyramid
Of Support
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#StartupCustServ @berkson0
From Chaos To Order
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#StartupCustServ @berkson0
From Reactive To Proactive
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#StartupCustServ @berkson0
3 Fundamentals of a Support Platform
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#StartupCustServ @berkson0
#1 – Allow customers to talk to you
3 Fundamentals of a Support Platform
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#StartupCustServ @berkson0
3 Fundamentals of a Support Platform
#2 – Allow you to build a community
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#StartupCustServ @berkson0
#3 – Allow you to be proactive
3 Fundamentals of a Support Platform
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#StartupCustServ @berkson0
A Solid Support Foundation Startups will not know what it takes from a support infrastructure perspective to scale.
Having a tool helps them understand the SLA, metrics, number of tickets etc so that they hire the right number of support people to help scale the operations.
- Shekhar Kirani, Partner, Accel Partners
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#StartupCustServ @berkson0
Freshdesk Startup Offer
Link: freshdesk.com/startup
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#StartupCustServ @berkson0
Continue The Conversation
Alan BerksonDirector of Community [email protected]@berkson0