With nearly 20 years in customer facing roles from retail, food, events and tech, I’ve interacted with every type of customer. So I’m preparing to launch my own endeavor. Specifically the focus would be providing ongoing CS support (emails, invoicing, renewals, etc.) or one-time consultative needs (ex: building out SOPs or FAQs for CS interactions for businesses).

The goal is to help businesses who have a great product/service but whose skill set doesn’t align with a background in customer relations and maybe they don’t need full time support, but just need a few hours a week or consultative guidance.

Yes, AI can do a lot of this and helping build out AI CS needs would also be part of this, but AI can’t solve everything and people still do expect a certain level of personal customer service.

So, those with small businesses handling all customer relations yourself, what do you wish you could have someone else handle? What CS challenges do you wish you had guidance on? And as a customer, what experiences have you had where you’ve thought “that product is amazing, but the experience of dealing with them was such a nightmare, I’d think twice before giving them my business again?”