While working on my latest software project Podline, I’ve been thinking a lot about how I plan to onboard customers and deliver the service offered by my SaaS business. And that’s what I want to share with you today. Podline is an integration that people can add to their existing podcast hosting platforms. If they … Continue reading White Glove Onboarding
Category: Customer Service
Responding Fast to Customers — A Good Idea?
I used to think that responding to customer service requests as soon as possible was an unequivocally good idea. After all, who doesn't want to show their customers that they truly care about them? That they would drop everything to help someone in need? But this dedication to responding quickly comes at a price. A … Continue reading Responding Fast to Customers — A Good Idea?
Scalable Customer Service for Bootstrappers
When we sold FeedbackPanda back in 2019 for a life-changing amount of money, we still ran it as a two-person business. Although we had over 5000 customers at that point —which generated over $55.000 in monthly recurring revenue, we didn't need a dedicated customer support position in our EdTech SaaS business. We built a highly … Continue reading Scalable Customer Service for Bootstrappers
Make it Easy to Cancel
It is a great retention strategy to make it easy for your customers to cancel your product. You may lose a few payments, but you gain something much more important: an ex-customer who feels respected. I see way too many founders paying way too little attention to the last interaction with their customers. They're missing … Continue reading Make it Easy to Cancel
Of Tangibility and Lawnmowers
Ever since Danielle and I moved to Canada, I've been having a few new adventures. Getting to mow the lawn in our backyard was one of them. For a city boy like me, this was a novel and exciting activity, and it definitely impacted me. Danielle pointed out that I have been talking a lot … Continue reading Of Tangibility and Lawnmowers
A Unified Voice: Staying Consistent When You Grow
At a certain point, it won’t be just you talking to your customers anymore. Your employees will be the first touch-points for customer interactions, co-founders and directors, and partners and other businesses. What once was a unified voice—your voice—is now a chorus. If you want to have a company that is consistent and aligned, you’ll … Continue reading A Unified Voice: Staying Consistent When You Grow
Roadmaps and You: Building a Future Together
It's great to know where you are going. It's even better to know that your customers approve of that. Both goals can be reached by establishing roadmaps. Usually, that's a document that lays out what you want to do in the future, ordered by when you want to do it, with more or less accurate … Continue reading Roadmaps and You: Building a Future Together
How to Do Maximum Customer Support with Minimum Effort
When you are running a bootstrapped business, you have to do everything. Building the product, dealing with financials, marketing your solution. And then there is customer service. People are reaching out with questions. Sometimes they are frustrated because they have a deadline. Sometimes they want to chat. In any case, it will eat up your … Continue reading How to Do Maximum Customer Support with Minimum Effort