Even without dedicated customer support staffs and a big budget, bootstrapped startups can nonetheless provide and execute the kind of CX (Customer Experience) that most big establishments dream of. Now, startups by its very nature are fortunate not to languish on outdated processes and bureaucracy that mostly gets in the way of providing world-class customer service as it happens with large organizations. Additionally, startup businesses if they are using a CRM for small business are fortunate to not have too many customers in their CRM database than most old businesses within the same industry. Now, customers do not really care anything about this! This is because their expectation about how a company treats their customers do not necessarily alter by the size or age of the brand, which is especially true when customers have questions and face challenges with their purchase(s). Therefore, in modern times, small businesses and startups have to punch much above their weight for delivering services to their customers with fewer resources on their hand. Even with small businesses and startups, there can be several hoops and hierarchies that customers may need to leap over before they find someone who can address their pain-points and needs.
However, this can be an astonishing surprise for the customers when the head of a startup organization rolls up his/her sleeves and shows the customer that they want to be connected to what their customer’s care about. Therefore, small organizations and startup in modern times thrive when customer support becomes everyone’s job. This reaches the heights of infuriation when the customer ultimately has to ask: “Is there anyone else in your organization you can transfer me to? Hence in the modern times of cutthroat competition, startups can take advantage of mobile technology, and their small and well-knit team to reach the correct person right away, once someone encounters a roadblock. They can easily bring in their colleagues into the conversation before the unhappy and trouble-ridden customer gets impatient. This is because when you take a lead on escalating a problem it shows to the customer that you care and is acting the same way as a customer would have done themselves to resolve their problem.
Nothing can beat a startup organization that manages to be ‘proactive’, rather than act ‘reactively’ in the customer service they offer to their consumers. Now, the growth of social media platforms like Facebook, Instagram, Twitter, and others implies that in the present time brands can gain unprecedented insights into conversions between their customers, using a social listening enabled easily to use CRM platform. In the old times, businesses would send the same flyers and brochures to every single customer, irrespective of whether they are new or someone who had been purchasing from them for years. Now, this is exactly where most smart startups make their service generated revenue when support reps are capable of making personal shopping advice to the customers rather than mere troubleshoot as it was prevalent in the past. Most service calls in general ends with the support agent asking the customers if they need anything more once their issues have been resolved.
