I’ve been working on this idea that we as business owners need a Support Funnel similar to a Sales Funnel because support is usually there to serve existing customers. We spend tons of time optimizing our sales process but I suspect most of us put much less effort into our Support Systems. I know this is true for our businesses.
The idea of a Support Funnel basically a my way to explain how I think we should design our websites and support systems to best serve our customers. Here’s a blog post I wrote today.