Lessons from answering 800 customer support queries in last 2 yrs as a founder
6 by deeptichopra | 0 comments on Hacker News.
Customer support can be unintuitive to first time startup founders. That was definitely the case for me. I've distilled my learnings from answering 800+ customer support queries in the last 2 years as a startup founder into 11 actionable tips. TLDR: 1. Make it easy for your customers to reach you. Use live chat. 2. Respond immediately. Even if the actual resolution will take time. 3. Get context. 4. Hear them out. 5. Ask questions. 6. If you have to say no, explain why. 7. Apologize for your mistakes. 8. Apologize for their mistakes. 9. Don't respond when you're angry. 10. Make it easy for customers to help themselves. 11. Focus on solving their problem, not just answering the question. Go the extra mile if you can. Full post here: https://ift.tt/2UXZFUG
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