Bootstrap Service helps small & medium sized businesses realize greater value from the many tools and technologies available in the market today, as well as helping them craft and implement winning service strategies. We offer:
- Strategic Planning for Customer Service, Technical Support, and Field Service
- Software as a Service (SaaS) Configuration & Management
- Customer Service Training and Coaching
- On-Demand Management
Software as a Service Configuration & Management
Because Bootstrap Service works with many different service & support organizations we're unique in how often we're exposed to the tools & technologies available today. While your business may only be using Salesforce, Netsuite, ZenDesk, or a combination of them, we can help accelerate the time it takes to implement, configure, or optimize these solutions for customer service or technical support delivery. Workflow, reporting, customer facing web applications, etc. are all areas where we excel.
- Netsuite
- Salesforce
- ZenDesk
- Twitter, Facebook, and iPhone Applications
- Others...
While we certainly have knowledge and limited experience in areas such as CRM, SFA, marketing, and lead generation, our deep understanding lies within the context of customer service or tech support. We speak the language! Let us help you. If we haven't' worked with a tool or technology you're using before, we'll say so.
Training & Coaching
Bootstrap Service is very successful at providing new and old managers alike with structured coaching and training in Customer Service & Support management operations. On-site or remote using common remote tools like Skype and WebEx, we walk participants through the fundamentals, then advance through more sophisticated approaches in topics such as:
- Metrics & Reporting
- Management & People Skills (aka "Soft Skills")
- Tools & Resources
- SaaS Training
Strategic Planning for Customer Service & Support
Are you delivering the "Ideal Customer Experience"? Are your marketing and sales efforts paying off? If you're planning on growing your business (and who isn't?), will your service team be prepared to handle the growth when it arrives? If you don't have a service/support strategy that aligns with sales, you're likely stuck with a "Reactive Service Model". We can help you break this cycle by:
- Defining the "Ideal Customer Experience"
- Building service or support roadmaps
- Needs assessments and gap analysis
- Sales enablement & services marketing
Management On-Demand
Most small or medium sized business recognize the need for providing an outstanding customer service or support experience. However hiring a full-time resource with the experience to make it a reality is not always realistic. Wouldn't it be nice to have an experienced team of customer service & support professionals at your fingertips at a fraction of the cost a full-time person would demand? Wouldn't you prefer a "Virtual Director of Worldwide Support"? We offer:
- Management on Demand - 1, 2, 5, or 10 hour per week packages available
- Metrics & Reporting - We monitor & analyze regularly so you don't have to!
- Vendor selection - case management systems, contact centers, etc.
- Customer survey and interview services - let us provide objective surveys for you
