Keys to set up a customer sucess strategy when launching a product
Baptiste N
4 replies
Hi everyone š
I noted the following points when it comes to create a customer support strategy.
ā”ļø Did I forget anything? Any ideas will be useful š
1) Choose support channels (email, chat, tickets, phone, ...)
2) Define availability (ex: Mon to Fri, from 9am to 5pm EST)
3) Define max answer time to users/clients (ex: within 24 hours)
4) Write automated messages (ex: "We created a ticket for you. Our team will be back to you under 24 hours.")
5) Choose a way to display how to contact support in your app (ex: a new tab or a chat widget)
6) Set up a process to gather feedback and write documentation accordingly
Thanks!
Replies
Fredo Tan@fredotan
Supademo
Templates for common questions are helpful. Instead of repeatedly spending time writing the same stuff, you could allocate a bit more time on personalizing the experience instead.
A FAQ paired with a well-written documentation is key.
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