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Customer Service

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canone

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Mar 20, 2019
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Guys, how would you set up customer service as a new company with little to no monetary resources?
The biggest hurdle is setting up a free hotline. Would you hire a company/call center, or do it on your own?
E-Mail is no problem for most of us, we can sit down for 2-3 hours and reply the same day.
But what if there are 50 people calling in at once, but we only have 10 phones?
I dont want them to hold the line for more than 2 minutes (you hate it too as a customer probably).

Thanks
 
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BellaPippin

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Guys, how would you set up customer service as a new company with little to no monetary resources?
The biggest hurdle is setting up a free hotline. Would you hire a company/call center, or do it on your own?
E-Mail is no problem for most of us, we can sit down for 2-3 hours and reply the same day.
But what if there are 50 people calling in at once, but we only have 10 phones?
I dont want them to hold the line for more than 2 minutes (you hate it too as a customer probably).

Thanks

Do you have that problem yet? I remember Tim Ferriss naming several resources for accomplishing that as a one-man ecommerce on his book, it might be in his blog somewhere. I believe outsourcing it was one of his recommendations, and using Google to forward calls another one.

Just a start...
 

canone

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Mar 20, 2019
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Just wanted to know how people with that problem mastered it.
I am not there yet, asking beforehand;)

Thanks
 

BellaPippin

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Read Fastlane!
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You'll cross that bridge when you get there, then!
 
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canone

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Mar 20, 2019
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Yeah sure, but still I wanna know now. Doesnt take 1 kilobyte of my brain capacity
 

Eggman

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Aug 29, 2019
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Guys, how would you set up customer service as a new company with little to no monetary resources?
The biggest hurdle is setting up a free hotline. Would you hire a company/call center, or do it on your own?
E-Mail is no problem for most of us, we can sit down for 2-3 hours and reply the same day.
But what if there are 50 people calling in at once, but we only have 10 phones?
I dont want them to hold the line for more than 2 minutes (you hate it too as a customer probably).

Thanks
I personally wouldn’t outsource. I think if people are calling you to buy from you, then you want yourself and/or your best people to be able to convert that call into a sale. Outsourcing that will take away some of your control.
The more people that call you to buy, the more you’ll be able to hire to cope with the demand as it increases.

If people are calling you for basic customer service such as tracking, complaints, etc then again I would personally do this my self to get a quicker and better understanding of why people are calling, which would enable you to make improvements on your website for example to minimise your customers needs to call you.

Outsourcing could be an option further down the line, but in my opinion if your starting a new business then service is key and you want full control of that.

Good luck
 

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