Finally, the big day has come; you just launched your new app onto the market, people are already buying it, trying it out and your first support call comes in.
This support call is the start of your customer support department in your company, and you are the first customer support agent in that department. Congratulations! Or not so fast… That was just one call, soon a second one will come in, and a third and a fourth and soon there will be too many for you to count. This is the time to evolve.

Knowledge Base – The First Evolution

Your app has many features, and each one is operated in a certain way. Create a guide based on how each feature works and how to use it. Record it on a page of the app’s website for your clients to use. This is the Knowledge Base. Your clients can use this as a first step to resolve their issues and contact you if their issue is not addressed in the knowledge base.

FAQ – The second evolution

With more calls and emails, you will start to see a pattern. You will notice that some issues are encountered more than others by your client’s. Create quick how-to tutorials on resolving such issues, add them to your knowledge base. When your client encounters a common issue, they can easily find a solution in the FAQ (Frequently Asked Questions) and save you the time of repeating yourself over and over again.

Your app is doing mighty well. You have many users and unfortunately many phone calls and emails. You are doing your very best to keep up with them all, but rest is just as important as keeping your customers happy. Time to evolve again.

Getting a support team – The third evolution

Now here you have a decision to make.
You might not be at the point where you can rent your very own office and are still using your house as your company headquarters. Hiring a personal Support Team and keeping them in your basement might not the best option.

AI support is a choice; you can have a robot answer your clients’ questions. Good news, they are a one-time payment and then your’s for life. However, they can only go so far in resolving complex issues. Check out more pros and cons in the article The Pros and Cons of AI Customer Support, before making your decision.

Outsourcing is the third option, and most likely the most cost-effective choice for you. There are many companies that specialize in providing support agents to small businesses and people who don’t want to deal with hiring a personal customer support team, just like yourself.

Getting a customer support team through outsourcing is as easy as getting in touch with an IT Support company and agreeing on terms that suit you both. The company will already have highly trained support agents ready to jump on the wagon with you and help you out with your app. Just give them a week or two to learn your product and you can change your phone and email on the support page to the contacts of your new customer support team.

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