Day 174

10:22 AM

I believe the self service portal is the most important feature.

99% of things a virtual assistant does (for a Shopify store)...

Can be done with APIs.

Companies are currently deflecting 30% of tickets.

I think we can do more.

- Returns

Damaged items Wrong item given

• Refunds

  Full/partial refund Returns (if store accepts returns)

• Edit orders

  Change size, color, product, quantity

• Cancelling orders

  Refund

• Tracking information

  Accurate timeframes given BEFORE the customer has to ask

• Missing items

  Duplicate order w/ new item

• Product/Stock availability
• Bulk order questions

  Give them discount code

• Pricing questions
• Subscription questions

  Time period, guarantee

• Subscription cancel/edit/manage [already done by subscription solutions, might need to bring into 1 portal]
• Product quality/guarantee questions
• Sizing questions

  Re-iterate return policy

If there's anything I've missed, I'll add it.

Customer support agents shouldn't really exist.

They are trained.

IF you can train a customer support agent...

You can replace the 'training' with the response.

This can be replaced with chatbots essentially.

As can most other queries.

If a question has been asked multiple times, then it can be replaced with a single button/IF statements.

The problem with the people who create the chatbots is that they're still trying to keep the human.

Instead of handling all scenarios, they have 30% of tickets handled this way.

Why...

Just looked at competitors.

They create tickets for customer support agents to handle...

This is inefficient...

Why not just eliminate the ticket in the first place + solve the issue in 2 seconds automatically?

Then you don't need to 'answer tickets faster' - the ticket won't exist in the first place.

Gonna build this as soon as I'm done with rest of features.

The full solution will allow me to charge 3-5x what competitors are charging while still being MORE value for the business owners.

E.g. Virtual assistants cost $2000/mo

Can easily charge $400/mo no problem.

11:23 AM

Figured out what I'm going to name the SAAS.

18:13 PM

Getting SAAS to-do done one-by-one.