Customer Support Guy ☎️

Building customer support depts. as a service | Tweeting about the ups & downs of building an online service business from scratch | Former real estate operator

[Customer Support Guy ☎️ @CustSupport_Guy]

What are must-haves in the copy of cold emails?

So hard being in the other end and trying really hard not to sound spammy😂

[Customer Support Guy ☎️ @CustSupport_Guy]

Your north star when building your cust. support team?

⏤First Contact Resolution

This metric measures the amount of calls/tickets that get resolved on the spot.

Your job as the owner?

⏤Create FAQs & databases that enable your team to improve this metric.

[Customer Support Guy ☎️ @CustSupport_Guy]

Running offshore customer support?

Remember to check the default VM.

Usually it’s a default robot voice that screams “I too cheap & lazy to change this”.

Make sure to change it to something professional.

[Customer Support Guy ☎️ @CustSupport_Guy]

Is this ethically wrong?

Building a side hustle that focuses on sevicing a real estate asset class your employer invests in.

[Customer Support Guy ☎️ @CustSupport_Guy]

@Molson_Hart Hmm I think it helps in the short term.

Not sure about them learning long term.

Also - most problems with english as a second language is sentence structure and not grammar.

[Customer Support Guy ☎️ @CustSupport_Guy]

@Molson_Hart Good problem to have!

[Customer Support Guy ☎️ @CustSupport_Guy]

Thoughts on creating commission based incentives?

Seems like it aligns interests — but it’s a pandoras box.

Once it’s open there’s no closing it.

[Customer Support Guy ☎️ @CustSupport_Guy]

@ChandlerReedSMB @seandsweeney Can both sentiments be present?

Wish them well & be ruthless in competition.

Never been put on a spot like that.

Guessing you can speculate, but you’d only know once you actually experience it.

[Customer Support Guy ☎️ @CustSupport_Guy]

A while back I had a quick job of improving a customer support center for a group of RE investors.

They had good conversions over their website, but their phone sales numbers sucked.

First thing I did? Listen in to about 40-50 calls.

Guess what I found?

Absolute lack of:

• Energy/enthusiasm
• Consistency
• Urge to sell

From every single customer support rep.

I cut some snippets and presented my findings. The owners couldn’t believe it.

If you employ someone on a customer facing position, check on their performance.

They are the face of your brand.

[Customer Support Guy ☎️ @CustSupport_Guy]

@pslohmann What would you attribute this to?

Simply not caring?

[Customer Support Guy ☎️ @CustSupport_Guy]

@OmarMora1es I would put bias for action miles ahead of charisma.

I’d also rephrase charisma with high energy.

[Customer Support Guy ☎️ @CustSupport_Guy]

@chrisxmunn @SMB_Attorney You stick with the opinion that has better engagement.

Basic twitter rules.

[Customer Support Guy ☎️ @CustSupport_Guy]

@LoganARobison Only logical conclusion here is switching to video based content from now on, isn’t it?😂

[Customer Support Guy ☎️ @CustSupport_Guy]

@purple_nurple You’ll find a Spanish speaker faster than an English speaker😂

[Customer Support Guy ☎️ @CustSupport_Guy]

@purple_nurple A piece of Latam glued to the US

[Customer Support Guy ☎️ @CustSupport_Guy]

Picture this:

You need a service.

Find a solid one that meets your standards.

Website looks nice.

You go into their pricing page.

“Contact us for a quote”.

You clicking or X-ing out of there?

[Customer Support Guy ☎️ @CustSupport_Guy]

Most new customer support departments I’ve seen suck.

And 99% of the time you can boil it to a single problem.

They aren’t actively looking at the data.

If they did, here are the 3 KPIs I'd urge them to focus on when building their customer support department.

[Customer Support Guy ☎️ @CustSupport_Guy]

That's a wrap!

If you enjoyed this thread:

Follow @CustSupport_Guy for more insights building a service business from scratch

&

RT the tweet below to show some love

[Customer Support Guy ☎️ @CustSupport_Guy]

Most new customer support departments I’ve seen suck.

And 99% of the time you can boil it to a single problem.

They aren’t actively looking at the data.

If they did, here are the 3 KPIs I'd urge them to focus on when building their customer support department.

[Customer Support Guy ☎️ @CustSupport_Guy]

3. Conversion rate

This one is straight forward.

How many calls end up in a conversion event.

This might be a sale, but it could also mean scheduling a: demo, site visit, second call, etc.

Growing this metric will be a direct increase in the money your business pockets.