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- Feb 2, 2016
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For those of you that have eCommerce, SaaS, or other businesses that can involve customer support, how have you successfully handled this when scaling the user volume?
To date I have handled all of this myself, to ensure we are providing customer service that is a step above what is normally expected. (Customer service that SUCS, per the Fastlane terminology.) As our user base approaches the low thousands, I find myself answering emails at all hours of the day, most days of the week.
Does anyone have experience using an outsourced team? I would prefer not to hire for this, to avoid all of the headaches that come with an extra employee. It would also be great to ensure there is still support on the weekends as well, and one FTE is not going to be available 365 days a year.
Most of the user questions tend to be the same 8-10 questions; it would appear many people do not like to read the FAQ.
In case it matters, we sell a software program used by individuals in the healthcare industry. It does not directly affect patients so a delayed response is not the end of the world, but people with the letters MD, NP, DNP, etc. after their name can often have a prima donna attitude and expect a quick response at all times.
Thanks in advance.
To date I have handled all of this myself, to ensure we are providing customer service that is a step above what is normally expected. (Customer service that SUCS, per the Fastlane terminology.) As our user base approaches the low thousands, I find myself answering emails at all hours of the day, most days of the week.
Does anyone have experience using an outsourced team? I would prefer not to hire for this, to avoid all of the headaches that come with an extra employee. It would also be great to ensure there is still support on the weekends as well, and one FTE is not going to be available 365 days a year.
Most of the user questions tend to be the same 8-10 questions; it would appear many people do not like to read the FAQ.
In case it matters, we sell a software program used by individuals in the healthcare industry. It does not directly affect patients so a delayed response is not the end of the world, but people with the letters MD, NP, DNP, etc. after their name can often have a prima donna attitude and expect a quick response at all times.
Thanks in advance.
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