Home » The Art and Science of Startup Customer Service: Guiding Principles
Almost every industry you may join today is competitive – and likely already saturated. Customer service is the one factor that consistently distinguishes a successful startup from a failing one.
Great customer experiences distinguish a firm in a congested marketplace by generating enthusiastic and outspoken consumers. This competitive advantage is difficult for other organizations to replicate because they must first challenge the current business-to-customer connection — and provide an equally fantastic customer experience.
Creating a great customer experience demands a thoughtful investment of resources in customer service. Set these approaches into action to provide the finest customer service:
Set Suitable Priorities
Prioritizing your tickets is the most effective thing you can do as a company to enhance your customer service. Begin by defining the following three terms:
The extent to which the consumer is in distress.
Whether their problem is widespread or solely affects them.
How long have they been waiting?
Each of these factors should influence how you rank tickets and how fast they require a response. High-pain or high-frequency tickets must receive a quick response.
Make Use of Custom Shipping Boxes
Instead of mailing your items in plain brown boxes, consider sprucing up your packing. Customers anticipate receiving what they requested, but the packaging will be a nice surprise. Custom boxes can be used to:
Fit your items perfectly for safe transit and a better unpacking experience.
Incorporate your chosen design choices to showcase the individuality of your brand.
Provide eco-friendly choices for brands that care about the environment.
Let’s suppose you are starting a new business and want eco-friendly and customer-centric packaging then custom Rigid packaging boxes are the one to go for.
Recognize and Reward Customer-centricity
Encourage team-wide customer centricity rather than building highly specialized teams, especially early on. Continue to value and reward customer focus by applying the following strategies:
Discuss it at all-hands meetings, give prizes for achievement, and develop your Voice of the Customer approach.
When discussing company-wide plans and metrics, including customer service.
Allow your customer-facing teams to bring in everyone they need to achieve their objectives.
However, simply speaking about your consumers is only half the fight; you must also support a customer-focused approach in the context of customer engagements.
Prioritize the Use of Aiding Tools
It might feel like pulling teeth in the early stages of a startup to acquire funds for things that aren’t desperate and severe. However, having the appropriate tools in place from the start may make or break your customer service.
Spend money on the tools that will have the most impact. Setting up a support-specific email account and allocating office hours for staff members to work on requests can be enough for some businesses.
But when business expands, you may want to look for something a little more scalable. This is when tooling can come in handy.
The key to providing good startup customer service is to adopt a “cost plus something” mentality: try to provide a benefit that goes beyond your input. You will never have enough time if time is your only input. If you can use that time to make more time in the long run, you will have built something that can expand.