Episode 20: How to Select a Customer Support System (The 10 Things You Should Know)

Every business needs a customer support process and technology to back it up.  But depending on your specific needs, that technology will look dramatically different.  In this episode, I cover the 10 things you should know before selecting (or re-selecting) your customer support system.

Topics Discussed (Time Stamped)

01:42 Today’s episode is about how to pick the best application or technology to support your process.
02:21 The cool app of the week – owler.com
04:20 Introducing owler.com app
05:50 My approach on looking at my competitors
07:31 Talking about how to select a customer service system
09:49 Focusing on small business needs
13:07 Key questions to help pick a technology
13:35 Narrow down your support channel
15:22 Who are you supporting?
16:29 What type of support you are providing to who?
17:45 Have you define your flowchart?
19:25 Limitations of email as support
19:56 What are the areas of automation points?
22:27 Do you have SLA requirements
25:11 What type of reporting assignment do you have??
26:50 How many people need access to the system?
27:50 How often do I need access?
31:07 What sort of integration is needed?
35:29 Options that I recommend

Quotes Worth Sharing

The tool that you pick must be driven by your process Click To Tweet You got to think about your exit plan as you are entering in Click To Tweet

Resources Mentioned


Thanks for listening and checking out the show notes,  any feedback, comments, or questions, send me a email at david@techsmartboss.com

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