/ customer service

How Startups should Approach Customer Service

Most people get upset when they get stuck behind a school bus or if the person at Subway has to ask a million different questions (as if they’ve never been there before). This same lack of patience directly translates when people go online.

When people have a question about or problem with your startup they are going to do one of two things:

  • Look up the information on their own


  • Demand the answer immediately

For users look up information-

They still want the answer quickly, but would rather find out on their own. This is why most FAQ / Help pages feature a variety of common questions that you click to find the answer.The first sentence will be the explanation, followed by more detail.

Here is an example found at Macy’s.

Notice that it is a common question that many of Macy’s consumers will have. When will I receive my order? Sure the answer is different depending on what / when you order, but it is addressed here.

For your startup you want to focus on the common questions that your target user base will have. Keep answers as generic and simple as possible, but always remember your users will not be as web savvy as yourself! What might seem like common sense to you, might not be to someone else.

For users who demand the answers now

Connecting with them and providing **EXCEPTIONAL **customer service – is absolutely mandatory for survival.****It’s my thought that:

A start-up is no different than a small business in your local community.

While online you have the advantage of reaching a larger consumer base, but just like a common pizza shop you also have limited resources. Approaching customer service online with a personal touch can convey trust in your brand, even when it’s new or lacking credibility. Your users like to know that their are real people behind the computer screen and will do business with you because they like you.

How often do you find yourself going back to a certain restaurant just because you were treated well the last time you were there? These same basic principles can be applied to your business.

One company that does this really well is Gemvara, a start-up that I discovered through a Mixergy Interview.

Not only can you contact them easily, but they have an entire page that is dedicated to meeting their customer team filled with *cute *little bios. You can put a face to the voice that you’re speaking to or emailing with. This gives Gemvara a personal feel and allows them to connect with their consumers.

So for your start-up be personal, be concise, and be available when approaching customer service! Connecting with your consumers and treat them with respect.

  • This blog post is the direct result of a response to a question that originally appeared on Quora.


I make money online through websites and business consulting. Everyday I'm challenging myself to learn and do more.

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