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Customer Support | Rock Your SaaS Customer Support (Without Adding To Your Team)

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Overwhelmed with customer support tickets? In this video, I'm going to show you how to rock your SaaS customer support process and the right way to build an evergreen Knowledge Base.

DOWNLOAD: Customer Support Builder™ – Best Practices, Processes, and Flows to Build a World-Class Support Experience That's Less Time Consuming –

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There’s a GOLDMINE of product insights right underneath your nose…

And you’re probably ignoring it.

A treasure trove of data at your fingertips about new product features, your ideal customers, and opportunities for new verticals or marketing funnels you have left untapped.

This is the high-level stuff that I coach people through, and you’ve already got it.

Hiding in plain sight.

Where is it?

It’s in your customer support tickets.

Customer Support is one of my favourite things to talk about. I love it!

I performed customer support PERSONALLY for 2 years while building Clarity.

Why? Because it’s an incredible opportunity for a founder to learn from your customers, guide product strategy and make sure your product is serving real people.

Most CEOs and founders delegate their customer support as SOON as they can.

I get it. You want to work on the high-level strategy.

But… make a habit of scanning your support tickets.

If you’re smart about interpreting those requests and tracing them back to find product insights or marketing hacks, you’ll scale faster.

For my companies, I made sure Customer Support was one of our competitive advantages and we have since been recognized as having some of the best support in the industry.

Want to know what we did? In this video, I’ll walk you through our strategies to turn Customer Support from a burden to a privilege.

I’ll break it down into 5 key components behind my Customer Support growth-hacking strategy. Here we go:

1. Customer Outcomes
2. Support Support (Yes, you read that right)
3. Flow Escalation
4. Measure the Metrics
5. Productize the Knowledge Base

One thing I LOVE about Customer Support is that it’s your opportunity to set word-of-mouth marketing alight.

No matter how many ads you are running or marketing funnels you’ve built, people trust the recommendations of other people most.

Word-of-mouth marketing trumps all others.

Having a kickass Customer Support system means active customers are getting incredible first-hand experiences from your team… and that translates into direct recommendations.

Looking back at my experience across 5 companies, I’d say the 2 things that made our support world-class were:

1. We documented and backfilled lessons learned from support, and put them into a growing knowledge base.
2. We used automation, snippets and text expanders to quickly use templatized answers to common customer issues.

The result? Support demand dropped and so did response time.

Tune in to the video right here to get a dose of Customer Support strategy that’ll turn dreaded tickets into welcome insights.

Dan “ground control for startups” Martell

Don't forget to share this entrepreneurial advice with your friends, so they can learn too:

Learn how to scale, grow and exit with Dan Martell and some of the top SaaS Founders in the business on the Escape Velocity show:


“You can only keep what you give away.” That’s the mantra that’s shaped Dan Martell from a struggling 20-something business owner in the Canadian Maritimes (which is waaay out east) to a successful startup founder who’s raised more than $3 million in venture funding and exited not one… not two… but three tech businesses: Clarity.fm, Spheric and Flowtown.

You can only keep what you give away. That philosophy has led Dan to invest in 33+ early stage startups such as Udemy, Intercom, Unbounce and Foodspotting. It’s also helped him shape the future of Hootsuite as an advisor to the social media tour de force.

An activator, a tech geek, an adrenaline addict and, yes, a romantic (ask his wife Renee), Dan has recently turned his attention to teaching startups a fundamental, little-discussed lesson that directly impacts their growth: how to scale. You’ll find not only incredible insights in every moment of every talk Dan gives – but also highly actionable takeaways that will propel your business forward. Because Dan gives freely of all that he knows. After all, you can only keep what you give away.

DOWNLOAD: Customer Support Builder™ – Best Practices, Processes, and Flows to Build a World-Class Support Experience That's Less Time Consuming –

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  1. Grow with Will - Level Up Your Business Skills

    Measuring the metrics is so so important! Make sure you’re dedicating time on your calendar at least once a month to doing this. It’s vital for measuring the health of your customer support and gaging how your customers feel about your business too.

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