Building an Effective and Responsible Customer Support

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Customer service involves the assistance and advice provided by a company to its customers or users, as well as the processes established to ensure good service.

➡️ Contrary to the common perception, customer service is not limited to solving customer problems when they contact support. It starts as soon as a consumer encounters your company and uses your knowledge base to find answers to their questions (even before becoming a customer!). This is the distinction between proactive and reactive customer service.

➡️ In 2022, 73% of executives observed a visible increase in customer service requests, and three-quarters of them expect this volume to further rise in the next 12 months. (Source: Customer Experience Trends in 2023, Zendesk)

➡️ During the Pre-Seed stage, the startup is typically still seeking product-market fit, which means it does not yet have a consistent and substantial flow of customer tickets to handle, although there might be a few that necessitate building initial processes. Therefore, this is a crucial moment since once these processes are defined and consistently used, they are likely to remain until product-market fit is achieved and can be scaled shortly after.

1️⃣ Accessibility: Providing easy-to-find contact information (chat, phone number, email, etc.) reinforces the feedback loop, allowing continuous customer feedback for improving the product/service.

2️⃣ Humanity: Allowing consumers to contact real humans. Promote empathetic and personalized customer support with real individuals (providing names, faces, etc.).

3️⃣ Quality: Prioritize conversations over one-way communication.

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