Hi, I'm Tyler
a small business
with my brother back in 2009 that now has 19 employees and over $3.5 million in annual revenue. This website is a place to share the lessons learned along the way.
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Here's a collection of all my posts about small business customer service:
Can freemium products have good customer service?
Freemium can be a great marketing strategy, but how can you afford to provide good support when 95% of your users aren't paying?
Set realistic customer service expectations
Most of the time, when a customer gets angry, it's not because you did anything wrong, it's because they were expecting something other than what happened.
Great customer service happens during normal business hours
It's common to think that good customer service means 24/7 availability, live chat with instant responses, etc. The truth is, none of that is necessary.
How to make customer service more efficient without making it worse
Most of the time, making customer service more efficient also makes it worse. This post explains how to save time/money while making support better.