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I've found a lot of startups seem to think that support is a lower level task and should be outsourced to the lowest bidder. The thing is, your customer suppor
by kneath 17y ago
I've found a lot of startups seem to think that support is a lower level task and should be outsourced to the lowest bidder. The thing is, your customer support is your company. It's how your customers interact with you as a company, and it's how they form opinions of whether they like you or not.
In my experience, great customer support is often far more valuable than a bug-free product. Bugs happen, but if a customer runs into a bug and then gets great support from your support staff -- they switch from a skeptic to a passionate customer who tells everyone about your product.
- staunch 17y agoI completely agree. I meant low pay relative to the kind of money/equity a COO generally receives. That doesn't mean you have to provide low quality support.
- balsamiq 17y agoHi staunch, although Valerie's job title accurately describes what she's going to be doing, it's also meant as a bit of an inside joke since she won't be managing anyone. And while she's not getting any equity nor a big salary yet, I hope to be able to offer her both one day!
- staunch 17y agoHi Peldi, thanks for the replies. My goal was just to bring up the topic for discussion generally because it's an issue everyone deals with at some point and there's no "right" answer. Everyone has to make their own decisions and I'm sure you're making the right ones for you. Thanks again and good luck.