Mike Andes, CEO of Copilot CRM, says venture capital and private equity gutted support at most CRM companies to boost margins. Copilot runs live chat, phone, and bookable Zoom calls, plus daily streams where staff access your account in real time. They're pushing to expand from 12 hours a day, five days a week.
Hey everyone, it's Mike Andes, co founder and CEO of Copilot CRM. And today I'm talking about why CRMs, why their support usually stinks. Now, if you want a full rant about this, you just gotta check the main video on our webpage at the very top. I walk through why we started Copilot, but really it actually comes down to this. And that is like support at these other serums and other software was just annoying me so much. And I would call in sometimes and you know, all you did and when you called in was like leave a ticket with them and then you hope and pray within a week or two they get back to you. And a lot of times they didn't. And a lot of times the person on the phone had absolutely no idea I was talking about. And I felt like I was educating them on the software. And so I want to explain why that is. But before I do, let me just say if you want the full extended version of this and understanding why we started Copilot based upon this one thing, check out that video at the very top of the webpage@copilotcrm.com I talk all about the three different reasons as to why this is really happening, but what it really comes down to. Venture capital. Almost every single software company in the CRM world is owned by venture capital or private equity. And when these companies come in, they usually buy out the founders, they usually gut the support system, they take it down, strip it down, they usually cancel any office spaces and leases so everyone can go remote and it just makes cheaper for them so they can make more money, which is fine, I'm okay with people making more money. But at the same time that they're cutting support, cutting innovation, cutting development, cutting any sort of training for us as users, they're also raising the prices. And so this is ultimately why so many people complain about software support and tech Support at other CRMs is because simply due to the fact that they're being ran by venture capital and private equity, where they are simply running the math and the spreadsheets and they know that if they can just cut 10% of support, that just adds right to the bottom line and that helps their next multiple when they're raising money or they're going to sell it on the public market on Wall Street. So that's really what happens. That's why most CRMs are not founder led. There's no founder still involved. They've almost all been bought out by big tech. So they've been conglomerated. Where you look at Service Titan that owns like three or four different CRMs in the home service industry. You look at these massive companies that are raising hundreds of millions of dollars and they simply want to improve revenue, cut down on support so that the next round of funding they can make a multiple and increase the multiple and the valuation of their business. Which again, I'm fine with. Just make sure that we're getting support and we'll be happy. But at the same time, they're doing all the shenanigans with raising prices, making you have contracts where you're locked in for 12 or 24 months. When they're doing all this at the same time, they literally cut support to the point where you can't get any help. And so we've done the opposite at Copilot. And that's really, that is what I believe is the core of Copilot is our support. And so we have several things. Number one, ATC called Air Traffic Control, bottom right hand corner, you get all the chat in the world. Right now are open 12 hours a day, five days a week. We're looking to expand that all the time because I ultimately want it to be where anytime you need help, help is there. And another thing that we do that I don't think anyone else does is zoom calls where you can book a live zoom call with someone from atc, from the support team and have a one on one live call with them. Furthermore, you can do phone call support in addition to the chat inside of atc. Now it's really cool. Something I really like the most is daily support live streams. Every single day we have a governed time where you can log in and you can simply ask questions to support. That way you're never more than 24 hours away from getting support if you're during the week and you need help with something. And so I recommend a lot of people if they're just getting started with Copilot, especially in the evening when you are doing routing or scheduling or invoicing, just have up the live stream. Anytime you have a question, you can just bop in there and ask right away and get immediate access. And furthermore, they can access your account remotely and help you live on the live streams. Our goal is to make support not just a cost or something that we sideline and think about secondarily at Copilot is the main reason why we exist and support our members. And so whether there's bumps and hurdles and bugs or whether it's just someone needing to understand the workflow and what we're trying to do to make their business more efficient. Inside the software, we want to be able to actually make sure you use the software and make sure you use the features and understand it. And if it's. And if we need to improve, we want to improve. We want your feedback during those live streams and during those one on one calls with support. And really, in my opinion, the only way to make the product better is to listen to all of you and get your feedback and see where you're making mistakes and realize that, oh, we could actually solve this problem. And so people aren't confused. And so this is why we have been so focused on support. We give all sorts of avenues, including the Facebook group, to get support, get help. Whether it be bugs that you find, whether it be workflows that you just need to understand more. You're just getting set up and you need help. We want to be there for you. So support, that's why it gets stripped out. If you want the full rant where I got a little bit worked up and explained, actually called out some of the actual CRMs by name, go check out that video on copilotcm.com at the very top.
