Building a happy customer community is fundamental for all startups. After almost 3 years of hard work, our client base is growing faster than ever and we’re certainly excited about that. But as we grow, we also face greater responsibilities - like developing an agile customer support strategy. Here’s how we’re doing it:
New support features
Responding to customer service requests in a friendly and efficient manner is very important to us. We heard the guys at Desk.com had a fantastic solution so we decided to implement it in-house. The team was thrilled to play with a new tool and clients are being helped faster than ever!
In addition, our completely revamped support center covers peecho printing basics and FAQs. Customers can rate answers to help us make improvements, share interesting support articles on social networks and view the most recent inquiries, in case they had a similar question in mind.
Besides this, we increased our availability times on live chat so you can reach us instantly when you visit the Peecho website. If you’re a fan of Twitter and Facebook, you can also ask questions directly on social media.
Putting feedback to work
We’re also using customer feedback for product improvements. For instance, several customers expressed concerns about long shipping times, especially in countries where we don’t have printing partners yet. To tackle this, we created new software to validate addresses and are working to connect more printing facilities, hoping to speed up world-wide deliveries.
Have a specific feedback point or suggestion? Share it with us in the comments!