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Why Everyone Should Do Customer Support "
When customers can reach anyone on your team everyone wins.
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Several years ago at my first startup, YouSendIt, we made the decision to provide 24 hour customer support to all of our free and paid customers. It was a big deal for a small startup but we felt that the time-critical nature of our service needed quick response times when users emailed, called, or asked for help using live chat. The overnight (Pacific Time) 8 hour shift was handled expertly by our team in Mumbai until we hit the first national holiday in India. Bridging this customer service gap taught me a lot about startup DNA:
Rather than forcing victims to pick up the slack I instead shot out an email asking for volunteers to join the “support party” promising nothing but delicious snacks. I asked people to drop by my cubicle and sign up for a 2 hour slot. Within minutes a stream of engineers, operations team members, and product managers quickly scrawled their names on my white board. Everyone who signed up was excited about trying something new and wanted to jump into the deep end. Keep an eye out for people like this. Startups force you to wear many hats and you really need to enjoy doing new things.
Read the entire Ranjith Kumaran article
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