White Glove Onboarding
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…
Read the essay →From the archive
Customer Service
Explore customer service essays and podcast conversations from Arvid Kahl’s Bootstrapped Founder archive.
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?…
Read the essay →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…
Read the essay →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…
Read the essay →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…
Read the essay →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…
Read the essay →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…
Read the essay →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…
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