|
|
|
|
|
|
by throwaway11002
1914 days ago
|
|
|
Can I ask how you're handling customer service? I'm a one-man company and it's the most draining part of my business. It's so tempting to outsource first line support but I also feel there's some value in answering all the emails yourself because you know your customers' needs. And I'm not sure how to even outsource support. Do I just hire someone part-time from some gig website and pay them for X hours/week? I think one dedicated customer support person would do wonders for my business but it would require about ~5-10 hours of work per week. And customer support is something you get better at the longer you do it, so I don't want to constantly hire replacements, especially if it's going to be just one person doing support. |
|
|
Do you have helpdesk software?
Are you using an answering service/receptionist to answer calls and then send the support issue to your support email or software?
Make as much as you can self-service for your users.
Have brief videos explaining your solution, so you can easily reply with a link to the video and ask them to follow up with you if they have more questions.
Keep track of both issue count and resolution time.
You may find it better to automate something you only do 4 times a month, but takes 8 hours, versus something you do 8 times per day, but only takes 5 seconds.
Finally, keep track of support issues by type, so you can see emerging trends and find your biggest pain points (# of tickets with a particular issue * median resolution time of particular issue).