10 strategies-for-doing-startup-customer-service-well

10 Strategies for Doing Startup Customer Service Well

Today, creating a network of happy and vocal customers necessitates excellent customer experiences that aid in differentiation. To beat the competition, businesses must stress on building strong relationships with customers as a strategic advantage.

The new customer success role in startups will become a data engineering role. –LinkedIn

As a result of the stated fact, it’s clear how vital customer service is for startups in terms of quantifying their performance. Every day, a new company enters the market, and their primary goal is to keep their target audience delighted with their product and services in order to gain competitive dominance.

10 strategies-for-doing-startup-customer-service-well


It can be difficult to ensure that your customer receives top-notch service without deviating from an already stretched budget and schedule, especially when there are so many competing requirements for your consideration.

Below we’ve listed 10 strategies that’ll lead to customer service wins for startups:

1. Setting specific objectives and timelines

Every business that wants to offer excellent customer service to its customers must identify and set up objectives in order to establish a great customer base. After all, they’re the ones who will amplify your business to grow on a larger scale and help in generating better revenue.

However, stating that you want to provide excellent customer service isn’t measurable, and if it isn’t easily traceable, you won’t be able to chart a course to get there. While a voyage in a sea full of challenges can sound exciting, with a limited budget, you can’t afford to go without a well-defined path.

Create targets that your customer care personnel can measure and utilize to validate their progress, rather than aiming for faultless service. 


2. Prioritize Customer centricity

As a company grows, its prospects and branding improve over time and there is less communication with the customers. Customer ignorance and failure to meet their expectations, on the other hand, lead to failure. As a result, rather than forming highly specialized teams in the early years, it is preferable to encourage collaborative customer-centricity.

Design and execute tactics for your startup’s customer service to continue creating awareness and give incentives for client-centricity:

  • Discussion forums and responses on social media should be monitored on a timely basis.
  • Developing marketing strategy and doing surveys to identify the needs of customers and areas to focus on for better performance.
  • The Voice of the Customer approach should be emphasized for implementing changes into business plans.


3. Establishing Customer Service Set-up according to Brand Culture

Make customer service an integral part of the company’s DNA and promote it. Most people, given the option, will try to solve their problems or discover answers to their inquiries on their own. 

Make sure your startup’s customer service setup reflects your company’s brand and culture. It’s vital to decide how your customer service arrangement will work in terms of consumer perceptions. This is great news for a company with a small team. Rather than directing all customer inquiries to your team, empower your customers by developing a coherent information library.

10 strategies-for-doing-startup-customer-service-well


4. Pick your Customer Service channels carefully

In a perfect scenario, you wouldn’t hinder your customers’ access to customer service or communication channels. Nowadays, it’s ideal especially for new-age startups to be present on all possible platforms (have an omnichannel presence,  social media, email, self-service, live chat, and emerging channels like chatbots) so there isn’t any gap creating a conflict.

Pay special attention to the ones that your target customers prefer and spend more on them.


5. Accelerate Onboarding with Intelligent Tutorials

You can construct sessions and schedule workshops for some of your product’s most used functions, freeing up service agents to concentrate on more complex customer service concerns. 

95% of people have watched an explainer video to learn more about a product or service. Your customers are more likely to make a purchase after watching a video online. 64% more likely. In fact, 76% say it helped them increase traffic and 80% of marketers say video has increased dwell time on their website.Topexplainers

Reduce the time your team spends teaching how to use a product while giving demos so that they’ve more time to focus on getting things done.

It only takes six days to start a business in the United States. –Dynado


6. Keep the Surprise element alive

Your customers are people. A human sense of connection is frequently the most effective strategy to assist them in achieving their objectives. You can also make a positive impact by sending goodies or cards of appreciation. It takes a little more time, but the value far justifies the expenditure. 

Assist the management department in developing methods to use this human connection to create unexpected and delightful experiences. Whatever you do, the purpose should be to build consumer trust by being friendly and proactive.


7. Honor the Feedback process and Implement it accordingly 

Receiving feedback from customers in the initial stage is important for any business, and one should act on it. 

The strategy can be straightforward: You assist the customer with their problem, and once it is handled, you ask them a question:

  • You might ask satisfied customers to post a review of your product.
  • Putting forward the right suggestions for customer problems and seeking approval in making a short clip around it to solve mass issues.
  • Give free trials to potential prospects and customize according to their needs while letting their network know you through word of mouth.


8. Reduce Turnaround Time to Improve Customer Satisfaction

Global State report says, ”62% of consumers worldwide mentioned they have stopped doing business with a brand after a poor customer service experience”.  And for startups, it becomes crucial to give their focus on providing the best customer experience in the shortest duration possible.

Workflow automation offers several techniques for increasing productivity and turnaround time:

  • Task owners receive notifications and reminders.
  • When a task runs out of time, you have a few alternatives for escalation.
  • Dashboards and reporting based on KPIs to track efficiency and speed.
  • Group assignments to ensure tasks and requests are assigned.
  • Delegation of responsibilities.
  • Re-assignment of group tasks.


9. Install an Enhanced Helpdesk Tool

Providing unrivaled customer service is a priority for call center service providers all around the world. The outsourced help desk personnel would first learn everything there is to know about your product or service.

Employing help desk software services makes your company legitimate, reputable, efficient, and, without a question, the favorite of your customers. Here are 3 help desk advantages for customer service benefiting startups:

  • Resolving scalability problems
  • Optimized Ticketing mechanism
  • Communicating with empathy


10. Building better Self-Help Portals 

Self-service is preferred by 40 percent of customers over traditional customer assistance channels, according to recent statistics. A comprehensive knowledge base is one of the most successful self-service choices.

AI-powered tools such as chatbots make customer service for startups and their self-help section efficient by instantly reacting to questions and guiding users. Artificial intelligence is also useful in the following areas:

  • Determine the most prevalent client issues.
  • For research, gather more information about clients, such as their age and location.
  • Evaluate the preferences of your customers.
  • Personalized deals and savings are delivered quickly.
  • For real-time solutions, direct them to your blog posts and FAQ pages.


Kapture for Startups: An ‘Experience’ like never before

Limited bandwidth and tight budgets are common with startups. It’s an exciting journey for an entrepreneur to constantly learn and evolve in the business world. 

As a result, ignoring your startup’s customer service setup – in terms of customer support employees and a suitable help desk ticketing system – and providing anything less than a stellar customer experience from the outset could harm your startup’s reputation and, eventually, its future sales and growth. In an ideal world, strategizing your customer service will assist in the sale of its products.

Concentrate and evaluate actions that will offer you the highest return on your limited resources. 

Kapture’s Service CRM gives your startup the much-required boost with an enhanced omnichannel experience and a dedicated account manager to look after your requirements. It provides you with additional personalized features that make every customer connection as valuable as possible.


About the Author

Nimit Kumar
Raajdeep Saha

Content Writer

Raajdeep Saha is a published poet and writer. He previously worked as a marketing executive and a creative writer for a product-based company and therefore holds technical knowledge in the marketing and advertising domain. He has worked on several blogs, ad copies, transcripts and is now contributing the same at Kapture CRM.
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