Strategies for Building a Successful Customer Experience Team in Online Business

Building a business free of overwhelm with an efficient customer experience department.

Today, I'm feeling grateful for running my business for the past 15 years! I've had the pleasure of building incredible teams along the way, including my customer experience department. I'm so proud of the crucial role they've played in supporting both our company and our students.

In this episode, I share my CX team’s strategies for managing time, avoiding overwhelm, and handling all responsibilities effectively. Trust me, customer service is not just about responding to emails and questions – it's about using every interaction as an opportunity to showcase your company values and turn one-time buyers into lifelong brand supporters!

Even if you're just starting out, you'll eventually need to build a team as your business grows, and having a CX department that takes care of all the details so you can focus on creating amazing courses, memberships, and masterminds can make all the difference.

You’ll hear all about: 

• 4:07: Hiring people who are cultural fits with a willingness to help in other departments 
• 9:05: How my CX team protects their time, sets daily goals, and avoids email overwhelm 
• 15:47: Tools for automating repetitive tasks 
• 19:37: Tips for using guided responses to increase efficiency and accuracy when replying to customers 
• 24:32: Three customizable AI prompts for crafting thoughtful guided responses 
• 27:52: The importance of having a quality control checklist 

Make these strategies your own so that you can build a business free from overwhelm! 

Customizable ChatGPT prompts for crafting effective guided responses: 

Prompt #1 for if you often see students having issues finding your trainings:  

My students occasionally encounter difficulties accessing a weekly live video I host. Can you create a helpful and empathetic response explaining the common steps to troubleshoot this? Please include guidance on finding the video pinned to the Facebook Group… and tell them to make sure they’re connected to WIFI rather than data on their phone if the video is not streaming well. Also, add a note offering further assistance if these steps don't resolve the issue.

Prompt #2 for students who feel behind in your course: 

Write a compassionate and constructive response for students who have not been able to start my course and feel behind due to their life circumstances. The response should acknowledge their concerns, and provide suggestions on how to make the most of the course materials. Include the reminder students can go at their own pace because they have lifetime access to the course. Add in advice to download the step-by-step PDFs, and take advantage of personalized support options like the weekly Q&As I host. End the response inviting them to reach out with specific areas they’re struggling with, and tell them I am happy to help further. 

Prompt #3 for ensuring students can easily log into your course:

I need a guided response for technical support questions related to my students not being able to log into their course that’s hosted on Kajabi. The response should be easy to understand for non-technical users. Include this login link and steps to check their spam folder for the email containing their password details. Provide an option for them to reply if the problem persists.

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