Customer Support

I actually like customer support.

I like building a set of conventions to solve a problem, with repeatable excellence.

Where support goes wrong

One place customer support can go wrong is it being too scripted.

Scripts = extremely annoying customer experience.

Training, tools, resources to completely equip your customer support team members and actually listening to what they're telling you about your customers = customer retention growth.

Bad tools get in the way, fast

In customer support, bad tools actually get in the way, fast.

There are great customer support tools out there, and there some tools that can make your customer support team members' day-to-day a painful experince.

The metrics that actually matter

What you don't need

I don't think extensive micro-data reporting is what you need. You don't need to know the standard deviation of response times for tier 1 customers during product X rollout.

Want to hear a crazy metric?

One that I know is a near-perfect indicator of just how happy your customer is with your support team?

How many times have your customers said, "thank you for the fast reply," in the last 2 weeks?

Knowledge management

How's knowledge management going for your support team?

Is your knowledge base for the support team read-only?

Or did you give them ownership, to create knowledge, update, delete?

Your support team knows your product and your customers. Don't make them rely on you to keep an updated knowledge base. Let them handle that.

Tool empowerment

Is your customer support tool locked down to one admin who never actually handles customer support requests?

Or did you adequately empower all team members to create process automation, ticket tagging, and reporting to track what topics you're getting the most inbound support requests for?

How I can help

Set up your support tool (Zendesk, Intercom, HubSpot Service Hub, etc.) for team empowerment, not admin control
Build automation that saves time without feeling robotic
Create knowledge bases that your team actually owns and maintains
Design workflows that solve problems efficiently without scripts
Establish conventions that create repeatable excellence
Set up metrics that measure what matters—not made-up marketing numbers

Let's build support that works

Ready to equip your support team with the tools, training, and trust they need? Fill out the contact form and let's talk.