Table of Contents
Do not index
Do not index
🌱 Seed stage startups: outline
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We’ll use the following structure for the articles in this section:
đź”– Types of support issues
There are four primary types of customer problems:
- user education: your customer doesn’t understand how some aspect of how your product or company works
- bug: your customer has encountered a part of your product that doesn’t work as intended
- feature request: your customer wants your product or service to do something that it doesn’t currently do
- manual task: your customer wants you to do something related to them or their account that they can’t do themselves
It’s helpful to think of all tickets concretely as one of these types of problems. This can help when organizing (tagging) your tickets to draw insights (eg, which feature should we build next from tickets tagged as
feature requests) or to understand which areas of your product need shoring up (eg, which features have received the most bug tickets).Â
🎯 Key Performance Indicators (KPIs)
It’s easy to get lost in a sea of analytics when you look at your support org. Many of them will be important as you grow. However, at this stage, you should keep things simple. Customers care about getting their job done and moving onto their next task. Speed and quality of support are the main things to focus on.
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In this article, we’ll discuss how to measure speed and quality of support, how to improve those metrics for your team, and give some benchmarks for these metrics.
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đź‘ĄÂ Building Your Customer Support Team
Your team at this stage is either just founders or founders and a small handful of builders. It’s super important to keep a tight feedback loop between both groups and your customers so you can use one of your strongest competitive advantages as a startup — namely, the ability to iterate quickly.
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In this article, we’ll talk about the qualities you should look for in your team, what they should be doing in relation to support, and how to tie support into the rest of your org.
🛠️ Selecting the Right Customer Support Tools and Channels
Choosing the right tooling can save you a lot of time and save you much needed time that you can translate into more runway to reach product-market fit. On the same note, choosing the right channels can pay huge dividends in your customer happiness and in limiting the burden on your team that’s required to provide great support.
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In this article, we’ll review the types of tools that you should consider using as well as the pros and cons of the most common tools for each category.
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🤖 Future of support
Generative AI has taken the [tech] world by storm in the last several months and promised major changes and improvements to nearly every field, customer support included.
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In this article, we’ll review the current trends in support and what will likely change in the next few months and years (and what probably won’t change). We’ll also discuss how you can prepare for these changes and take advantage of new and developing tools.
