The customer-support tag has no wiki summary.
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0answers
17 views
Support desk software that hides itself from end users [closed]
As a user of companies that use ZenDesk, I find it a Hideous Spammy Abomination. Yes, email support itself is a Hideous Spammy Abomination but a solution that pushes the burden in part to users is a ...
0
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2answers
55 views
How to scale up a customer support team?
As the founder, I've been handling all customer support questions myself (via email, chat, and phone). This is always good, since it keeps me in direct contact with my customers.
But I need to scale ...
0
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1answer
44 views
Conversion rate for support contracts
We have a B2B Saas offering which is currently free - we are exploring monetisation options and rather than going the route of charging for a premium option we are considering keeping it free and ...
1
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2answers
211 views
How do startups sell online, manage customer relationships and support their products?
We want to setup an online shop for our (physical) products. When a customer registers to order a product, we want this information to be registered to a CRM automatically so we can track our future ...
4
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2answers
85 views
How to manage phone support to the US?
We're a two-member team operating from Asia but incorporated in Delaware (for various reasons), and we'll soon release our first webapp. Since the target audience of our app would be US and European ...
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4answers
123 views
Can I sell SAAS product with no (or very limited) customer support
Can I sell SAAS product with no customer support. We have small utility which we can sell to customers at small price, but we do not have people to support it. If we tell customer upfront when they ...
9
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5answers
289 views
How do we respond to customers who call us for support we don't offer?
We sell a mix of products, some paid, some free. Our brands for these products are completely separate, and on the websites for the free product we don't give out our phone number (and direct people ...
10
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4answers
316 views
Should users data be removed upon their request?
I have a commercial web startup. From a legal standpoint does maintaining users record (database info) if they decide to delete their account outweighs deleting their record?
Maintaining the users ...
13
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3answers
344 views
How to deal with the ever-growing backlog
I'm a one-man company, and a couple of months ago I shipped version 1.0 of my product after a year of beta testing. So far it has been successful; the product is selling and the customer base is ...
2
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1answer
69 views
Customer service / outreach calling regulations
Are there any laws or regulations in the United States that define what is or is not acceptable when doing customer service outreach calls. More specifically, what I mean by outreach is an unsolicited ...
1
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1answer
46 views
Customer / public Wiki Suggestions
Before launching our startup, we are attempting to have a large portion of the documentation for the product complete. However, we're a bit stranded when it comes to the best presentation of that ...
2
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4answers
198 views
Do I need a phone number for my Saas application
I am building a SaaS app, it's a pure search and download data type of app so I am not expecting much customer interaction other than site usage and I am wrestling with the question of weather I need ...
3
votes
2answers
180 views
CRM with email integration and useful views for support?
We're not really a startup, but we're still a small (9 employees + 1 part time sales), growing company and we finally need some CRM software.
Our Owner has been using and loving MS's Business Contact ...
8
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13answers
3k views
Zendesk or Assistly? [closed]
We are in process of implementing support portal for our startup and looking at zendesk or assistly for this.
These two services seem quite similar and from reading around on the internet I can't ...
7
votes
4answers
287 views
How do you teach customers to use your product?
There are some extra steps a customer needs to learn in order to use my product.
How can I achieve this? Do I make a voice over video for each function? Make a wiki? What are some of your ...
6
votes
2answers
76 views
Your business website experiences a bad crash; what's your protocol for communicating with customers?
Having my business website crash (bad) recently was one of the toughest few days since becoming a Founder. My former hosting company experienced a major server issue. A planned re-boot caused a couple ...
4
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5answers
122 views
What are some good strategies when setting up a support wiki page?
We run an internal wiki with a lot of customer support FAQs, HOWTOs, and other random notes. We are now looking at creating a customer-fronting wiki that we can move stuff in to and let them ...
4
votes
4answers
135 views
How would a company have telephone customer support without the agents hating their jobs?
I hear stories about how working in the customer support division of any software company is terrible work. Boring, often in bad conditions (i.e. environment and supervisors), and often little ...
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2answers
114 views
Customer Service E-commerce site
I and one other business partner are launching a niche ecommerce site in November. We have nearly everything set except for one or two lingering questions. One of those questions is customer service.
...
2
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2answers
137 views
Can anyone recommend a good outsourced customer service solution?
Can anyone recommend a good outsourced solution for customer service? (e-mails and/or calls?)
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3answers
76 views
How can we go about supporting our products?
Our business involves developing iPhone/iPad apps now we have a lot of ideas for the apps and we want to develop all of them. Now my problem is Im not sure how we can go about keeping up with each ...
3
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3answers
167 views
Providing technical support for a web software application
I've developed a web software application that allows teachers and students to fix session times.
I'm planning to provide this software for sale as an installable.
However, I cringe at the thought ...
4
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2answers
134 views
What kind of offers can be given to customers when the price of your site is free?
I made some bugs on my site recently that were pretty bad. It is just part of a new release, but I am sure people are not happy about it.
What kind of things can I do for the users of my site to ...
3
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2answers
235 views
How do I handle customer support in foreign languages?
We develop and sell mobile software to consumers and are based in US. We sell software internationally but since it is not localized majority of our sales are in English speaking countries.
I'm ...
4
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1answer
697 views
How to track customer email support metrics with gmail?
We're using Gmail to field customer support requests. I am looking for a way to track key metrics of how we serve customers: average response time, %% of inquiries left unanswered, customer ...
4
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6answers
917 views
Anyone know of any live chat solutions that integrate w/ Google Talk or other IM platforms?
My site currently uses Volusion live chat but honestly, it sucks, since I need to run the tool and sit in front of it all day long. I'd like something more mobile where I can respond to chat inquiries ...
0
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2answers
171 views
Looking for a solution/methodology to optimize communication & organization between sales and tech-support/development teams
Before I get into the question, I’d like to mention that this is my first venture where I am a decision maker, it's been great but as you will see below, due to some inexperience, I am stumped as to ...
3
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4answers
194 views
Putting limits to technical support for software services, is it good?
I have recently established a company to sell ecommerce software as SaaS. There are some leads that request proposals from me. I am in a dilemma. There are two risks that I want to avoid:
I want to ...
4
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5answers
777 views
What is the best tool to manage customer support requests and keep track of employee support time? [closed]
Does anyone have suggestions for a tool to keep track of customer support requests, bugs, and questions?
Recommendations for the best way to keep track of employee time spent on these issues would be ...
2
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2answers
75 views
Any recommendations for technical writers?
Can someone please recommend a good firm or contractor for writing and maintaining an online product manual in English?
2
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3answers
316 views
Using stackexchange for your own product?
StackExchange would be a great alternative to such services as GetSatisfaction. I noticed that fogbugz is using StackExchange as a tool for driving community questions and answers.
Is it possible to ...
3
votes
1answer
188 views
Working on localizing my iPhone app's content, but how do I handle customer support?
Although my iPhone app is currently written in English, I see a lot of purchases from non-English speaking countries. These purchases would almost certainly go up if the app was available in other ...
2
votes
2answers
246 views
What kind of stated support/SLA is a B2B startup expected to provide?
My service is a cloud-application monitoring service. My clients expect my service to monitor their enterprise software or websites and adjust computing power provided to them.
What is SLA/support ...
4
votes
2answers
133 views
What do software startups do for support type tasks once the product/site goes live?
For those of you that sell a software package that is installed within an organization (web based or not) how do you handle support? Do you hire a few people to take calls, e-mails and handle the ...
2
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4answers
506 views
customer service ticketing system (open source)? [closed]
I currently have a simple form for customer feedback / customer issues, this form send an email to support@ourwebsite.com and then we check that and reply to any inquiries.
I'd like to implement a ...
0
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5answers
387 views
Forum/Support/Feedback infrastructure in ASP.NET & SQL Azure?
I'd like to put up a support forum/feedback/message-board feature on my site to support the upcoming preview of our application as well as perhaps host future discussions on related topics.
I'm using ...
6
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10answers
2k views
What are the most common IT services needed by start-ups?
First of all thank you for checking this question, I wanted to ask another entrepreneurs who have an start-up what are the most common IT services needed by their companies and what they normally look ...
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vote
6answers
278 views
Are Google Apps (hosted gmail/groups) enough for early stage customer service?
We're currently building a small e-commerce product that involves recurrenct billing (think of domain registration).
As the 'tech guy' I don't want to set up a full blown ticketing system at this ...
0
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1answer
74 views
What software should I base our university support system on?
We have a software application used by engineers. We have a university program where we provide our software to universities at low cost and have pretty good traction in this market but I feel we ...
2
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3answers
2k views
Recommend a good support ticket system that integrates with Salesforce [closed]
I have a question similar to the following
http://answers.onstartups.com/questions/1876/low-cost-issue-tracker-maybe-with-crm
I'm looking for a issue tracking system that integrates with Salesforce, ...
6
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11answers
442 views
Should you time your emails to be during business hours?
Do customers care if I reply at three in the morning, or will they think it's unprofessional?
3
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5answers
2k views
buying a customer list
we have been approached by a competitor going out of business of website design to buy their customer list. as exciting this might be it also might bring various issues to the table and to take care ...
1
vote
2answers
107 views
What are the best resources for registering users?
We are a gift baskets company and part of our business is through our web catalog, which is custom-built in WordPress. I've heard some people saying WordPress is not secure and we should not keep our ...
4
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4answers
874 views
How to prevent legit emails sent to customers who asked these emails from being considered spam?
I'm bootstrapping a business software and I've got a serious issue: I don't plan on doing any "mass mailing" nor "email campaign".
I will never ever send one email to someone who didn't ask. My ...
5
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4answers
196 views
help! launched and inbox flooded with questions and feature requests
I am happy it's picking up so much momentum. I am in SaaS industry.
however, there are lot of inbox filled with questions, support request, and feature requests.
I find it's overwhelming. I am ...
3
votes
2answers
6k views
Where can I find a good example of a product roadmap?
I'm looking for a published roadmap for a web application that is still close to the minimum viable product. Ideally on a site that is also using uservoice
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11answers
1k views
How to reject Feature Requests?
How do you reject feature requests nicely especially when the feature request is made publicly via twitter, uservoice or something like ideastorm?
For us general reasons to reject are:
It's going ...
3
votes
2answers
158 views
Handling slow customers
I find difficult to handle some customers. They say to meet in some day, but something comes up and they dont appear.
They simply have something pressing to do, but I lose time and money with it.
...
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4answers
199 views
What if you have customers paying for a service/product that you want to discontinue?
What do you do with paying customers if your startup "fails" and you want to discontinue support/development/hosting of your product/service?
2
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4answers
188 views
Written only support (not spoken). How it would be perceived?
I'm working to make a software startup and maybe hire/find a couple of coworkers.
The problem is that i'm from Chile where the native language is spanish and it is somewhat difficult (expensive) to ...
