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.
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
Thanks for listening and checking out the show notes, any feedback, comments, or questions, send me a email at firstname.lastname@example.org