For people that see me posting about Thankbox milestones and thinking "he's doing well", let me also say that this has also been (and continues to be) one the most stressful months of my life.
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Thankbox is B2C so it means I am drowning in customer support emails. A lot of these are because the FAQs and some of the copy isn't clear, which I am working on addressing. It still won't fully solve it if this growth continues - there'll always be support required.
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@agwmarten and I are looking at customer support software since I cannot just keep doing this from my mailbox. It's destroying my productivity.
One customer actually found my mobile and called me for support. I loved helping her but I don't want this to be a thing.
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Tech scaling: I already had to move to a new
@digitalocean droplet, but that was the easy part. I also found out I have a wall I'm about to hit with image storage and I have to address it soon. All of this is just piling on pressure.Pokaż ten wątek -
Oh and did I mention that at the same time I still have a full time contracting job? Yeah... I've actually decided to take at least 4 days off over the holidays where I don't do anything except urgent customer support cause otherwise I will go crazy.
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This rate of scale is great - I've read about it and am happy to have experienced it but I need to deal with all the stress it brings. One more step to growing as a founder - stepping more an more out of my comfort zone. Success is great but I won't lie - it's hard. /Thread
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Hey Val. We’re going to use
@helpscout after launch. Only heard great things about them! -
We're here to help! You may find these two articles useful as you think about customer service structures too: https://www.helpscout.com/helpu/customer-support-department/ … andhttps://www.helpscout.com/helpu/choosing-help-desk-software/ …
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