Ready for Launch? How are you managing tech support for your MVP?
suman saurabh
18 replies
With limited resources and time, planning for tech support has been quite challenging for us. What tools and processes can you use to streamline your support efforts? How many team members should you have on standby? would/are you outsource support to a third-party?
Replies
André J@sentry_co
crisp for website chat. GitHub for issue reporting. Google analytics with observability from the app. email. that's it. but launch slowly. I wouldn't launch on PH first.
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CX Redefined
@suman_saurabh2 Your welcome. Glad I could help. Im here to share and give feedback 😇 Launch slowly, find your way, find your PMF, find your audience and your fans. You will know when your ready for the big show at PH :D
Mailforge
For our app it's chat support across 3 co-founders. We're available 7 days per week.
CX Redefined
Mailforge
@suman_saurabh2 mix of generative AI to answer simple questions and a kickass support team. Support is very underrated!!!
we are just two people in our team. so we take turns. we have some made some hacky way of putting an alarm to our service email. it is a basic rudimentary one.
@saket_sony As long as it works! We're a 2 man team too, so we'll probably do something hacky and informal like this. Thanks for sharing.
Define support channels: Determine the channels through which users can seek support. This may include email, live chat, a dedicated support website, or a community forum. Choose channels that align with your target audience and the resources available to your team.
Create a knowledge base: Build a comprehensive knowledge base that includes frequently asked questions, troubleshooting guides, and step-by-step instructions. This resource can help users find answers to common issues and reduce the number of support requests.
Implement a ticketing system: Use a ticketing system to track and manage support requests. This allows you to prioritize and assign tickets, ensuring that issues are addressed in a timely manner. Various customer support tools are available to help streamline this process.
Provide self-service options: Enable users to resolve their issues independently by offering self-service options. This can include interactive tutorials, video guides, or a community forum where users can share insights and help each other.
Offer responsive communication: Respond promptly to support inquiries to show users that their concerns are being taken seriously. Set clear expectations regarding response times and ensure that your support team is adequately staffed to handle the volume of requests.
Gather feedback: Encourage users to provide feedback on their support experiences. This feedback can help you identify areas for improvement and make necessary adjustments to enhance your support process.
Continuously iterate and improve: Regularly review your support metrics, customer feedback, and team performance to identify patterns, bottlenecks, and areas that need improvement. Make adjustments to your support strategy based on these insights.
Remember, the specifics of managing tech support for an MVP can vary depending on the nature of the product, the size of the user base, and the resources available to your team. It's important to adapt and refine your support strategy based on the unique needs and challenges of your product and user community.
Define your support channels: Determine the channels through which users can seek tech support for your MVP. This could include email, live chat, a support ticketing system, or a dedicated support forum. Choose channels that align with your target audience's preferences and make them easily accessible.
Set clear response times: Establish service level agreements (SLAs) or response time targets for different support channels. Clearly communicate these expectations to users, so they know when they can expect a response. Aim to provide timely and helpful support to build trust and customer satisfaction.
Build a knowledge base: Develop a comprehensive knowledge base or help center that addresses common questions and issues. Include detailed articles, tutorials, and troubleshooting guides. This self-service resource can empower users to find answers to their questions independently, reducing the burden on your support team.
Implement a ticketing system: If you anticipate a high volume of support requests, consider implementing a ticketing system. This helps you organize and track support inquiries, ensuring that each request receives proper attention and follow-up. It also allows you to gather data on support trends and identify areas for improvement. Read more
Gather user feedback: Encourage users to provide feedback on their experiences with your MVP. This can be done through surveys, feedback forms, or user interviews. Collecting feedback helps you understand user pain points and identify areas where your product or support processes can be enhanced.
Prioritize critical issues: Determine a process for triaging and prioritizing support tickets based on the severity and impact of the reported issues. Establish guidelines to ensure that critical issues are promptly addressed and resolved to minimize disruption for users.
Train your support team: If you have a support team, invest in their training and development. Ensure they have a deep understanding of your MVP's functionality, features, and potential issues. Regularly update them on product updates and improvements to keep their knowledge up to date.
Iterate and improve: Continuously evaluate your support processes and gather insights from user interactions. Look for patterns or recurring issues to identify areas for improvement. Regularly update your knowledge base and support materials based on user feedback and evolving user needs.
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