World-Class Startup Customer Service
shared from Amy Muller
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1. First Things First
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Develop Core Values
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Competitive Analysis Of The Customer Support / Engagement Landscape
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Decide What Kind Of Commitment You Can Make To Customer Support Resources At Launch
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2. Preparation
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Create An FAQ Page For Your Web Site
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Consider A Branded Community
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Set Up A Support Email Address
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Set Up Your Social Media Channels
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Update Your Email Signature
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Create A Support Portal
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Set Internal Policies
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Create Community Guidelines
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Prepare For Negativity
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3. The Secret For Awesome Customer Service
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Step 1 - Speed
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Step 2 - Accuracy
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Step 3 - Creating Love
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Step 4 - Adding The Extra Magic
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4. Become a Twitter Pro
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Include The Right Information In The Bio
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Listen
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Publish Proactive And Reactive Tweets
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Know When To Take It Off Twitter
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5. Evolve Your Customer Support Plan
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Set Up And Publish A Toll-Free Phone Number
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Install A Live Chat Service
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Set Up A Ticketing System
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Is It Time For A CRM?
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Develop Snippets
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Getting Feedback
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6. Set Up Your Support Case / Trouble Ticket Process
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Establish Ideal Case Flow
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Create A Support Case Wheel
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Tracking And Measuring Your Case Management Process
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7. Hiring For Great Customer Support
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The Face Of Your Company
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Customer Support Characteristics
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General Interview Questions
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8. Customer Support Is Everywhere
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Welcome Emails
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Don't Ignore The Packaging
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Drip Marketing
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