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Providing Support For A Startup
murmy




msg:3993611
 5:52 pm on Sep 22, 2009 (gmt 0)

Providing an online support manager to handle payments and ensure things go smoothly is quite costly (especially in my area of online gaming). I was wondering, how are other startups handling this?

I was thinking the other day that if you promise a response within two working days, then potentially you could only need to hire someone to manage support on a Tuesday and a Friday because not all queries will fall right outside of hours on the Tuesday night.

Okay its not exactly as promised but its close enough and as a startup, in your first year while you have a very slow volume of business, perhaps its sensible to spend only on 2 days rather than a full 5 day week.

Any views on this would certainly be appreciated.

 

httpwebwitch




msg:3993626
 6:12 pm on Sep 22, 2009 (gmt 0)

For one of my startups (I am running several! - ugh) I'm handing everything myself. It's a big job but if I stay focused it takes no more than 45 minutes per day. Some days I also need to do some maintenance work or bug fixing (rarely), and if that's the case then that can add hours to my workload.

I check that email box at least twice a day, and respond as promptly as I can.

Some day I would like to hire someone to take over those tasks, but I can't afford that until the client base grows and some money starts trickling in.

Quick support reaction breeds happy customers, and when you're a startup you need happy customers - early adopters who rave about your product and do your word-of-mouth advertising.

It would be better to have someone in for two hours per day, rather than sporadic full days spaced out. IMO.

LifeinAsia




msg:3993628
 6:21 pm on Sep 22, 2009 (gmt 0)

Well, online gamers aren't exactly known for their patience or long attention spans... If you're not expecting that much support initially anyway, why do you even need to hire a support person?

murmy




msg:3993815
 11:26 pm on Sep 22, 2009 (gmt 0)

Its online gaming (as in gambling) and its a heavily regulated industry. I absolutely have to hire someone to manage the day to day operations as I dont have the time (as im focussing on marketing) and I dont mind spending the money. It just seems sensible to build up to full time support rather than offer it right away.

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