Suppbuddy — Case Study: Solving problem of high customer support costs

Startup Weekend Project Case Study

Introduction

In October, I have attended my second Startup Weekend, this one in Prague. I worked on an idea for decreasing costs on customer support by using active and advanced users to help onboard and troubleshoot less skilled users.

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Me doing notes of pitches of startup ideas.
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The Problem

High customer support costs for companies.

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Defining the problem with the team and identifying the potential customer base.
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Hypotheses

After brainstorming and discussing, what kind of segment we are going to focus on, we have come up with a few main hypotheses that we need to validate before jumping into the project.

  • Advanced user can solve problems of a beginner user.
  • Beginner user is okay with getting help from an advanced user, not the employee of a particular company.
  • Companies would be okay with implementing our product to their business.
  • Companies have problems with high customer support costs.
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Market Research

Using Market Research, we have come up with some great numbers, that proved the existence of the problem and big potential market we could focus on.

Market size (outsource customer care): $84,7 billion

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“69% will use online communities as a support channel by 2020."

- CXM World

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“Poor customer service costs $75 billion a year (2018) and annualy growing by 7%.”

- Forbes

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“A 5% increase in customer retention can increase a company’s profitability by 75%.”

- Bain & Company

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Competitors

By competitors research, we could see how companies are currently working with customer support, what are they missing, and how we could connect it to our solution.

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Main competitors
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Customer and User Research

We have conducted both quantitative and qualitative research on our three stakeholders. In a few hours we got around 60 responds, by them, we have found out what are their problems, needs and goals, that we needed for defining possible functions.

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Customers
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Users (people, who help)
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Users (people, who need help)
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How companies currently work

We have identified whats the current approach to customer support and most of the companies are using the same model, in which we wanted to implement our solution.

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Current model
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Our solution

We are not reinventing the wheel. We are just improving and streamlining it. By adding community step to the current funnel, we decrease the need for professional customer support by 80%.

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Our model
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The Product/Demo

A platform allowing businesses to streamline their online support flow by incentivising their existing customers and community members to help onboard and troubleshoot less skilled users.

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Design of the demo inspired by Intercom ; Flow of a user, who needs help
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Customer Value Proposition

The main values our product gives to our customers are cost savings and support capacity, which were also the main problems we were trying to solve.

  • Support capacity
  • Community engagement
  • Brand loyalty
  • Feedback collection
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Result

An amazing event. I have improved many skills, and we have won the Startup Weekend with this project. What could be better?

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And the winer…
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Our Team

I couldn't imagine a greater team. I was really happy that we had a team with highly skilled people, from which I can learn something new and right from the start I felt that all together we can lead our project to a great result.

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My Role

Represented the user side by conducting user research & analysis and working on a UX flow of the product.

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Takeaway

With a great team and good work split everything is easier and there is a higher chance to succeed.

Thank you so much for reading 🤩 I would be glad for any feedback.

You can check out my new portfolio on www.zegzulka.com

👦🏼 17 y.o. product designer interested in growth 🚀 | previously: @Avast, @Avocode | https://www.zegzulka.com

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