A guide to building a customer support ticketing system from scratch. The speaker walks through defining communication channels, setting up key metrics to measure support effectiveness, and planning for customer issues before they happen.
If you are selling a product or service, you need to have a process for customer support. Whether we want to believe it or not, things go wrong, life happens and shit happens. And sometimes you just need to be ready for when issues come up. And so building a process like this will help you get ahead of it. Once you define your process, you can back up from that and figure out what channels of communication are going to serve you and your client avatar best. From there, you can define what key metrics or what numbers you're going to be looking at to evaluate how well this process is going. And yes, one of the most important you could consider is do you even have tickets? You know, like, if your process, your offer is amazing, maybe you never have a support ticket at all. Good to track that as well. But ultimately, what we don't want is to sell a product or service and have kind of no game plan for how to handle things when people need help, have questions or confused. That needs to be built into our offer from day one. And if you need help doing that, check out the description below.
