hi I’m Evan Carmichael welcome to another edition of ask Evan in today’s
another edition of ask Evan in today’s
another edition of ask Evan in today’s episode I’m going to answer questions
episode I’m going to answer questions
episode I’m going to answer questions from one of my forum leader Sophia who
from one of my forum leader Sophia who
from one of my forum leader Sophia who wrote in about help desk software for
wrote in about help desk software for
wrote in about help desk software for her new business and one of my advice so
her new business and one of my advice so
her new business and one of my advice so she wrote in saying I’m running a small
she wrote in saying I’m running a small
she wrote in saying I’m running a small business online now and I really do not
business online now and I really do not
business online now and I really do not want to do too much one-on-one customer
want to do too much one-on-one customer
want to do too much one-on-one customer service can I use a customer service
service can I use a customer service
service can I use a customer service support software what is the best
support software what is the best
support software what is the best customers for software online how can I
customers for software online how can I
customers for software online how can I use it please help I saw one last night
use it please help I saw one last night
use it please help I saw one last night called I code I code helpdesk X I want
called I code I code helpdesk X I want
called I code I code helpdesk X I want to buy it not sure whether it works
to buy it not sure whether it works
to buy it not sure whether it works please give me some you so advise thank
please give me some you so advise thank
please give me some you so advise thank you so much so Sophia thanks for the
you so much so Sophia thanks for the
you so much so Sophia thanks for the question I haven’t heard of that that
question I haven’t heard of that that
question I haven’t heard of that that software before but I’ll trying to give
software before but I’ll trying to give
software before but I’ll trying to give you a couple tips that might help you
you a couple tips that might help you
you a couple tips that might help you solve this challenge the first stop if
solve this challenge the first stop if
solve this challenge the first stop if you’re running any kind of online
you’re running any kind of online
you’re running any kind of online business you want to make the experience
business you want to make the experience
business you want to make the experience as simple as possible so that you don’t
as simple as possible so that you don’t
as simple as possible so that you don’t have a lot of customer complaints or
have a lot of customer complaints or
have a lot of customer complaints or questions I you know for the people who
questions I you know for the people who
questions I you know for the people who do have problems and right in there’s
do have problems and right in there’s
do have problems and right in there’s ten times the amount who never right in
ten times the amount who never right in
ten times the amount who never right in and just abandon your site so if it’s
and just abandon your site so if it’s
and just abandon your site so if it’s really complicated then they’re going to
really complicated then they’re going to
really complicated then they’re going to leave on my first software company I was
leave on my first software company I was
leave on my first software company I was a bona fide software company we didn’t
a bona fide software company we didn’t
a bona fide software company we didn’t have the most features but ours was the
have the most features but ours was the
have the most features but ours was the easiest software to use on the market
easiest software to use on the market
easiest software to use on the market and that got us a lot of attention a lot
and that got us a lot of attention a lot
and that got us a lot of attention a lot of customers and we didn’t have to do a
of customers and we didn’t have to do a
of customers and we didn’t have to do a lot of support which also helped us be
lot of support which also helped us be
lot of support which also helped us be able to build up our business and get
able to build up our business and get
able to build up our business and get more customers as well so whatever it is
more customers as well so whatever it is
more customers as well so whatever it is that you’re doing online you want to try
that you’re doing online you want to try
that you’re doing online you want to try to make it as easy as possible for your
to make it as easy as possible for your
to make it as easy as possible for your customers to take the next step so they
customers to take the next step so they
customers to take the next step so they don’t have to write in and and you know
don’t have to write in and and you know
don’t have to write in and and you know ask questions on what to do next so that
ask questions on what to do next so that
ask questions on what to do next so that being said assume when you’re ready
being said assume when you’re ready
being said assume when you’re ready doing that you’re still going to have
doing that you’re still going to have
doing that you’re still going to have some people who have problems so what
some people who have problems so what
some people who have problems so what you do is the next step my suggests will
you do is the next step my suggests will
you do is the next step my suggests will not be to use a software company reason
not be to use a software company reason
not be to use a software company reason being when you’re in start-up mode you
being when you’re in start-up mode you
being when you’re in start-up mode you want to get as close to your customers
want to get as close to your customers
want to get as close to your customers as possible so people are having
as possible so people are having
as possible so people are having problems you want to be able to answer
problems you want to be able to answer
problems you want to be able to answer those questions really quickly respond
those questions really quickly respond
those questions really quickly respond quickly be able to make fixes you know
quickly be able to make fixes you know
quickly be able to make fixes you know as quick as you can the
as quick as you can the
as quick as you can the one thing that differentiates a small
one thing that differentiates a small
one thing that differentiates a small start-up from a big company is
start-up from a big company is
start-up from a big company is flexibility and speed so you want to
flexibility and speed so you want to
flexibility and speed so you want to take advantage of that you want to wait
take advantage of that you want to wait
take advantage of that you want to wait a long time to get back to people if
a long time to get back to people if
a long time to get back to people if you’re finding people asking similar
you’re finding people asking similar
you’re finding people asking similar questions or having problems with
questions or having problems with
questions or having problems with something you want to make a change
something you want to make a change
something you want to make a change right away and try to keep that customer
right away and try to keep that customer
right away and try to keep that customer as long as you can make them happy and
as long as you can make them happy and
as long as you can make them happy and if you can overturn a bad situation to a
if you can overturn a bad situation to a
if you can overturn a bad situation to a positive you’re more likely to keep that
positive you’re more likely to keep that
positive you’re more likely to keep that customer for a long term and also
customer for a long term and also
customer for a long term and also they’re going to tell their friends but
they’re going to tell their friends but
they’re going to tell their friends but the great experience I had nobody goes
the great experience I had nobody goes
the great experience I had nobody goes and tells a friends about the great
and tells a friends about the great
and tells a friends about the great experience it had used in a customer
experience it had used in a customer
experience it had used in a customer service software online right it’s from
service software online right it’s from
service software online right it’s from the personal touch they get from dealing
the personal touch they get from dealing
the personal touch they get from dealing with people at the company so especially
with people at the company so especially
with people at the company so especially when you’re in start-up mode I would not
when you’re in start-up mode I would not
when you’re in start-up mode I would not use a software company I would try to do
use a software company I would try to do
use a software company I would try to do it personally get the feedback from the
it personally get the feedback from the
it personally get the feedback from the customers build closer relationships and
customers build closer relationships and
customers build closer relationships and be able to take the feedback to give you
be able to take the feedback to give you
be able to take the feedback to give you to make your product better as you grow
to make your product better as you grow
to make your product better as you grow I then would look at delegating that so
I then would look at delegating that so
I then would look at delegating that so having somebody on the team and on my
having somebody on the team and on my
having somebody on the team and on my team I don’t so we have six thousand
team I don’t so we have six thousand
team I don’t so we have six thousand people who write for my website I am NOT
people who write for my website I am NOT
people who write for my website I am NOT managing those relationships I used to
managing those relationships I used to
managing those relationships I used to and then I took just took up way too
and then I took just took up way too
and then I took just took up way too much of my time so I brought on somebody
much of my time so I brought on somebody
much of my time so I brought on somebody and that’s her main functions to work
and that’s her main functions to work
and that’s her main functions to work with our authors and answer their
with our authors and answer their
with our authors and answer their questions and build new innovations to
questions and build new innovations to
questions and build new innovations to help them out and so you want to have
help them out and so you want to have
help them out and so you want to have somebody who is responsive in an ideal
somebody who is responsive in an ideal
somebody who is responsive in an ideal world kind of give your options you can
world kind of give your options you can
world kind of give your options you can look at even a place like odesk calm to
look at even a place like odesk calm to
look at even a place like odesk calm to try to find people to help on the
try to find people to help on the
try to find people to help on the support site at hopefully are maybe a
support site at hopefully are maybe a
support site at hopefully are maybe a cheaper rate then you would get locally
cheaper rate then you would get locally
cheaper rate then you would get locally if budget is a really big issue for you
if budget is a really big issue for you
if budget is a really big issue for you if you absolutely have to have to have
if you absolutely have to have to have
if you absolutely have to have to have to get a software I’d look at zendesk
to get a software I’d look at zendesk
to get a software I’d look at zendesk I’ve heard some good things about it I
I’ve heard some good things about it I
I’ve heard some good things about it I haven’t used it personally but there is
haven’t used it personally but there is
haven’t used it personally but there is a free trial so that will let you test
a free trial so that will let you test
a free trial so that will let you test things out to see if you like it or not
things out to see if you like it or not
things out to see if you like it or not that would be you know my my suggestion
that would be you know my my suggestion
that would be you know my my suggestion for the start for most of these online
for the start for most of these online
for the start for most of these online software tools there usually is a free
software tools there usually is a free
software tools there usually is a free trial so you should be able to check it
trial so you should be able to check it
trial so you should be able to check it out test it see if it works and see if
out test it see if it works and see if
out test it see if it works and see if it solves your needs and then make a
it solves your needs and then make a
it solves your needs and then make a decision to a bind or not I’d be worried
decision to a bind or not I’d be worried
decision to a bind or not I’d be worried about something I just asked you to make
about something I just asked you to make
about something I just asked you to make a commitment up front so i would
a commitment up front so i would
a commitment up front so i would definitely check out zen
definitely check out zen
definitely check out zen I have no affiliation with them other
I have no affiliation with them other
I have no affiliation with them other than I’ve heard a few good things about
than I’ve heard a few good things about
than I’ve heard a few good things about them but again if you could I try to do
them but again if you could I try to do
them but again if you could I try to do everything yourself personally at the
everything yourself personally at the
everything yourself personally at the beginning to get the feedback to make it
beginning to get the feedback to make it
beginning to get the feedback to make it so easy to use it you don’t have a lot
so easy to use it you don’t have a lot
so easy to use it you don’t have a lot of customer feedback and then as you
of customer feedback and then as you
of customer feedback and then as you grow having somebody else on your team
grow having somebody else on your team
grow having somebody else on your team be responsive provide awesome service is
be responsive provide awesome service is
be responsive provide awesome service is that’s how you’re going to be able to
that’s how you’re going to be able to
that’s how you’re going to be able to stand out compared to the more
stand out compared to the more
stand out compared to the more established competitors so hopefully
established competitors so hopefully
established competitors so hopefully that helps Afiya maybe not quite the
that helps Afiya maybe not quite the
that helps Afiya maybe not quite the answer you wanted to hear but that’s
answer you wanted to hear but that’s
answer you wanted to hear but that’s what I think so hopefully like that
what I think so hopefully like that
what I think so hopefully like that gives you something to think about so
gives you something to think about so
gives you something to think about so those watching the video if you liked it
those watching the video if you liked it
those watching the video if you liked it please give it a thumbs up below it
please give it a thumbs up below it
please give it a thumbs up below it makes you want to do more videos like
makes you want to do more videos like
makes you want to do more videos like this for you guys and if you have a
this for you guys and if you have a
this for you guys and if you have a comment about this video or a question
comment about this video or a question
comment about this video or a question of your own about your business feel
of your own about your business feel
of your own about your business feel free to leave it in the comment section
free to leave it in the comment section
free to leave it in the comment section below and I read every one and do my
below and I read every one and do my
below and I read every one and do my best to answer everybody so thank you
best to answer everybody so thank you
best to answer everybody so thank you and we’ll see you on the next episode
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