Or listen on:
The story starts approximately 18 months ago…
It’s a Saturday in May.
And for some reason, I’m not having fun with my friends… I am writing up the next case study for this very community. It’s on a SaaS business called Riddle and it’s something to do with SaaS customer support.
So of course… I need to check this out.
I head to their site: www.riddle.com, ping open the live chat to ask some stupid test question and BOOM.
Boris (their founder replies). WTF.
I actually end up chatting to both founders through their live chat on that very Saturday. Mike was slightly delayed as he was at a BBQ.
You can read the full report here: https://saasmarketer.io/saas-customer-service
Anyway, this is super interesting – why are these guys on support? How customer obsessed are they?
So I had to bring Mike Hawkins onto the podcast to understand more…
- Who does customer support at Riddle?
- Why can I reach the founders on chat on a Saturday?
- What impact is this “support obsession” having on their business?
We cover all those, and then I also share my top five learnings form doing support with bCast over the past few months post in AppSumo.
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- Why support can make a BIG difference when you are small
- Should you consider doing manual work for your SaaS customers?
- The Documentation Flywheel
- Limiting live chat availability
- Why we started the customer generated content strategy: “bCaster Of The Week“
Enjoy!