Starting a business is an exciting journey. However, one of the key factors that can make or break your success is customer service – something of which is often forgotten about from the outset.
For startups, delivering excellent customer service can be challenging due to initial budget constraints, limited manpower, and evolving business needs. In this guide, we’ll explore the basic requirements of effective customer service, low-cost solutions to implement, and the benefits of outsourcing your customer support functions from the get-go!
The Basics
In order to establish a strong customer service foundation within your business, we recommend that you initially focus on the following basic essentials:
- Identify your Customer Touchpoints – customers expect to reach businesses through multiple channels, including (but not limited to) phone, email, live chat, WhatsApp and social media. Ensure your business has at least two or three channels available from the get go.
- Respond to your Customers – make sure you reply to your customers, full-stop! Prompt responses show customers that you value their time and feedback. Establish some basic service-level agreements (SLAs) for response times and use automation where possible to acknowledge receipt of customer inquiries.
- Self-Service – your customers may prefer solving problems themselves. Creating an FAQ section, video tutorials, and/or help articles can reduce the volume of inbound inquiries. Something that is vitally important during those lean early days.
- Find a Simple CRM System – a simple CRM (Customer Relationship Manager) or ticketing system like Zendesk, Freshdesk, or HubSpot can help organise customer interactions, track issues, and ensure timely resolutions.
- Capture your Customers Feedback – in the early days of your business customer feedback is vital! Your team can collect customer feedback through surveys or direct customer interactions to understand pain points and improve service quality.
Service on a Shoestring
As a startup, we know you often have to operate on tight budgets. However, that doesn’t mean you need to compromise on customer service.
Here are some cost-effective strategies to enhance support without overspending:
- Freemium CRM Solutions – platforms like HubSpot and Zoho offer free tiers with essential features to help manage customer interactions.
- Chatbots & AI-Powered Assistants – there are both free and affordable chatbot tools like Tidio or Chatfuel that can handle basic customer queries 24/7, reducing manual workload.
- Look to your Community – create a customer forum or group where users can help each other, reducing direct support requests.
Is it too soon to Outsource?
The simple answer is, no. It’s never too soon to outsource.
Outsourcing your customer service can be a game-changer for startups, offering flexibility, cost savings, and scalability. Here’s how it benefits your business:
- Cost Efficiency – hiring and training an in-house customer support team can be expensive. Outsourcing allows you to access skilled professionals at a fraction of the cost.
- 24/7 Availability – many outsourcing providers offer round-the-clock support, ensuring your customers receive assistance even outside regular business hours.
- Scalability – as your business grows, outsourced support teams can scale with you, accommodating peak periods without the need for additional hiring.
- Expertise, Expertise, Expertise – outsourcers specialise in customer service, meaning you get access to trained professionals who understand best practices and industry standards.
- Multilingual Support – If you plan to expand internationally, outsourcing can provide access to both native and multilingual speakers without having to recruit and train internally.
- You focus on what you do best – By delegating customer support, your team can focus on product development, marketing, and other critical business functions.
The Customer is King
Providing excellent customer service is essential for any startup looking to build brand loyalty and long-term success. By implementing fundamental customer service principles, leveraging low-cost solutions, and considering outsourcing, startups can provide top-notch support without stretching their resources too thin.
Whether you choose to build an in-house team or outsource customer service, the key is to remain customer-focused and adaptable to changing needs.
Ready to level up your customer service without breaking the bank?
Whether you’re just starting out or scaling fast, Newstel can help you deliver great customer experiences from day one. Get in touch today to explore flexible, cost-effective support solutions built for startups.
