I try not to waste anyone’s time so this article focuses on how to upgrade the current way you are doing customer support in a startup that already has all the tech-related bells and whistles to manage the workflow.
For everyone else: you need to digitalize the workflow, provide multiple access points to the user and then simplify the process.
Let’s get back to us, scrum-ing, crumbling and then scrum-ing again in a startup.
Integrate them in beta testing
One of the key problems that I have been having with the customer service team, is that when I provide them with the documentation, expected issues and whatnot, it is quite hard for the team members to understand some of the issues.
After adding the willing team members in the beta testing phase, or user acceptance testing (depending on your structure) the general understanding of what is going on is actually quite easier.
In return, you would get some real-time feedback on their expected customer pains and at the same time, these beta testers can help communicate to the team their understanding.
Same slack workplace
If you are not using slack, then you are using something similar. Keeping up with the rest of the team is so much easier if you join the same channels and if everyone is a slack away.
In one of our partners, we had an issue that one of their auth servers for a specific service were not responding. As we have our customer care team in one slack, they got the notification from one of our channels. After I went ahead and asked technical support for an update (because I am like that- some would say, self-starter, some others would say a pain in your lower bottom) — to the tech support team, the news had not reached in yet. They had to investigate.
Support is also called customer success
You cannot achieve customer success if your customer success team does not have any input. Communicate and listen to them, by not just requesting reports and interpreting data (the analytical), but also what their gut tells them (their empathic). Customer support has a human element that if you work in a project team you tend to completely disregard.
Additionally, maybe some part of the team can also be part of your project plan page so they can see how the epics are doing.
Get in their shoes
Here you have to return the favor. Remember how they loved the integration in the beta testing process. Now, remember the reasons why you integrated them. Same reasons apply to you, back. You have to understand what they go through for the sake of your customers.
Their growth is your growth
A great app features a great development team. A great product features a great app and a great support team in case your clients need you.
As you grow, your developers grow, your data gets better and your product spectrum increases, so should your support team.
Because I am feeling a little poetic, here is tl;dr. BUT because there is an importance in this topic, the tl;dr is just poetic to spark your imagination.
It’s 7pm on a Friday, I gotta get off work.