Perfecting Customer Support As a Solo Entrepreneur

Truthfully?

Some days I did not know how I was going to respond to anyone.

My name is Charles, and I am the founder and voice behind Cowlendar, the largest booking app on Shopify and other apps from Penida Studios.

In this comprehensive guide, I will share the most efficient strategies and personal insights which were crucial in maintaining customer satisfaction and an average of 5 stars across all my apps.

I hope to share my journey from zero to the over 1,000 5-star reviews in less than a year!

Cowlendar App on Shopify

Throughout the last few years I've learned the importance of prioritizing support to better improve my apps brandings and therefor bring in more customers.

Here are the topics we will cover:

• Importance of customer support

• Efficient systems and tools

• Prioritizing inquiries

• Adding personal touch

Setting Up Your Support System

Your support system must be efficient, reliable, and capable of handling turbulence.

Choosing the Right Tools

A year into Cowlendar i started to use Crisp to manage chat inquiries. However, I've recently switched to Orka, which offers similar capabilities but at a more cost-efficient rate. These tools integrate seamlessly with Shopify, automating much of the routine work and freeing up time to deal with higher priority tasks.

Crisp Chat Integration

Orka Chat Tool

Creating a Self-Service Portal

One of the smartest moves I made was writing a detailed FAQ using GitBooks. This became the go to knowledge base, with high-definition screenshots, human-voice video tutorials, and quick tips. By carefully organizing all topics i was able to turn potential 15-minute conversations into quick 3-minutes or less resolutions.

Cowlendar GitBooks for FAQ

Streamlining Communication Channels

Spreading yourself too thin across too many channels can harm your business. By focusing on my platforms of choice, I ensured that I could handle inquiries without overwhelming myself. Planning calls after a full day of chat and email support? No, thank you.

It is crucial your communication channels are:

• Effective tools for Shopify

• Can benefits from a FAQ like GitBooks

• Manageable ways of communication

Phone Call vs Email

Conversations are better than Emails or Texts

Managing Customer Interactions

Efficiently handling customer interactions is a balancing act between being responsive, prioritizing effectively, and sprinkling some personal touches for extra flavour.

Developing a Responsive Strategy

Quick response templates are like having an ace up your sleeve. They not only speed up the response time but also ensure consistency in communication. Text Blaze has been a literal lifesaver! This nifty little chrome extension transforms lengthy responses into a few keystrokes.

By typing "/intro," I could roll out my introduction in seconds… a real game changer for efficiency.

Text Blaze for Quick Responses

Prioritization of Customer Queries

With Cowlendar, issues with refunds, bugs, or setup took top priority. This is because these concerns directly affected user experience and customer satisfaction.

Putting myself in the customers' shoes, I would ask, "How would I feel in their situation?". If i would feel Angry, Anxious, or Annoyed i would immediately resolve the issue.

If someone wants their money back go to the moon and back to do so or you might end up with an ugly review…

Personal Touch in Customer Support

There's nothing like a "Hey there, how are you doing?" to really make someone feel cared about.

Just don't be weird about it like Joey…

A simple addition of a customer's name (only if you already know it) or a personalized comment can significantly enhance the interaction.

For Cowlendar, it was about finding mutual connections and asking questions that showed genuine interest. This approach has been paramount in securing over 1,200 five-star reviews.

"According to the 2021 Getting to Know Your Customers report from Khoros, 68% of customers will increase their spend with a company that they feel understands them and meets their individual needs—proof that it may be time for your customer service agents to make it personal."

Conclusion

Throughout this journey, we've navigated the essentials of setting up an efficient support system, managing customer interactions with a blend of automation, personalization, and enhancing support efficiency.

Remember, every customer interaction is an opportunity to reinforce your brand's reputation and build lasting relationships.

The trade secrets shared here, from my own experience with Cowlendar, are designed to increase your revenue, save you time, delight your customers, and maintain your sanity.

Sources

https://fonolo.com/blog/2021/11/the-importance-of-personalized-customer-service/

https://www.mckinsey.com/capabilities/operations/our-insights/the-future-of-customer-experience-personalized-white-glove-service-for-all

https://newsroom.accenture.com/news/2016/us-companies-losing-customers-as-consumers-demand-more-human-interaction-accenture-strategy-study-finds

https://tenor.com/view/joey-how-you-doing-hey-friends-hello-gif-16197710?utm_source=share-button&utm_medium=Social&utm_content=pinterest