When we started Invent Electronics, we had one of the most terrible customer services experiences ever. This was partly because I was trying to combine my school work with running a startup and partly because I simply hated answering called from numbers I did not recognize.

Customer Service is one thing that many companies in Ghana take for granted and I decided that we were going to be different.

However, I had limited knowledge about this whole entrepreneurship thing so I did what I do best: read everything I could find. I read dozens of articles every day, took an online course, watched videos, etc.. so I could learn how to create a customer oriented company.

And then we did this three things:

1. We created processes and pipelines to ensure that customers had the best experience right from when the landed on our website to when their order arrived in their hands. I made sure our entire team understood and these processes and followed them; constantly asking for their opinions on how we can make things better and reviewing our processes.

2. We created different channels through which customers could reach out to us. Including a dedicated support line, 8am to 5pm live chat on our website, etc.

3. We hired a dedicated customer support person whose main role is to ensure customers are able to reach us and have all their requests answered.

The results:
Last week we conducted a customer satisfaction survey and we asked our customers to rate our customer service. We had an average score of 4.44 out of 5 with lots of good comments.

When we asked how likely they were to recommend our company to other people we had an average score of 4.75 out of 5.

Lesson:
Customers recognize good customer service. When you make the customer happy, they become ambassadors of your company. A happy customer is the cheapest and most effective marketing campaign ever!