You Got Some Customers...Now How Do You Keep 'em?

#StartupCustServ @berkson0

You Got Some Customers…

Now How Do You Keep ‘em?


Let’s Start The Conversation

Alan BerksonDirector of Community [email protected]@berkson0


5 words you want to hear:We got a new customer


5 words you DON’T want to hear:We just lost a customer


3 Reasons Customer Service Is Critical For Startups


Reason 1: Customer RetentionYour first users should feel that signing up with you was one of the best choices they ever made.

And you in turn should be racking your brains to think of new ways to delight them.

- Paul Graham, Y Combinator


Reason 2: Perception Is Reality

When the ordinary fails, the impact is greater on the experience then when the extraordinary and luxurious fails, because there is no expectation of possible failure of the ordinary.

– Paul Greenberg, Author, CRM at the Speed of Light


Reason 3: Market Research

If most of your issues are related to new feature requests, then your MVP needs quick work.

If most of your issues are related to things not working, then, you better fix the product.

– Shekhar Kirani, Partner, Accel Partners


The Great Pyramid

Of Support


From Chaos To Order


From Reactive To Proactive


3 Fundamentals of a Support Platform


#1 – Allow customers to talk to you




#2 – Allow you to build a community


#3 – Allow you to be proactive



A Solid Support Foundation Startups will not know what it takes from a support infrastructure perspective to scale.

Having a tool helps them understand the SLA, metrics, number of tickets etc so that they hire the right number of support people to help scale the operations.

- Shekhar Kirani, Partner, Accel Partners


Freshdesk Startup Offer

Link: freshdesk.com/startup


Continue The Conversation

Alan BerksonDirector of Community [email protected]@berkson0

Technology

You Got Some Customers...Now How Do You Keep 'em?