Digests

Customer support ops

YouTube

How to improve a customer support workflow with a process map

Layla at ProcessDriven March 17, 2023

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Customer support ops 9

Processes & SOPs 8

Customer experience 6

• Map the current process before changing anything — see the gaps first.
• Empathy beats apology: put yourself on the customer's side, not above them.
• Turn a dead-end ticket into goodwill with a direct upvote link.

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Customer support ops

Podcast

Nine tactics for better customer support in bootstrapped SaaS

Startups For the Rest of Us March 1, 2022

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Customer support ops 9

Customer experience 7

Customer discovery 6

• First response time under 12 hours is the one metric that matters.
• Support tickets pre-PMF are your best product discovery channel.
• Chat widgets and survey tools backfire at small scale — use both carefully.

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