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How would you design and build a customer support operations for a Google product

Case Interview customer operations cases
New answer on Apr 26, 2021
1 Answer
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Anonymous A asked on May 31, 2019

There are 2 million businesses on Apps/GSuite for Google. Let's say
you were tasked to design and build a customer support operation
center, how would you proceed?

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Best answer
Christian
Expert
replied on Apr 26, 2021
Ex-BCG|Not-so-ordinary cases| 3/4 of candidates don't crack my cases

Hey there!
There are more than one way... but here is how I would do it. Obviously any answer is totally dependent on your capabilities, and starting point. Anyway, start answering the following questions:

1) What's most important to your customers? (Top 3)

2) Customer Support Opreation Centers are a low-tech, commodity product/service. Find the most standard, but most focused solutions on either one of the top 3. Don't do it all! You need to be superb in doing one thing at the beginning. Look for chatbots, human-robot-interaction solutions, or even agencies to oursource etc. There are enough out-of-the-box solutions that will help you validate your hypothesis before buidling anything fance. Also most of those solutions are very affordable for a low number of users/months.

3) Estimate the CLV. (aim for CLV>CAC by a lot!)

4) Create a value proposition that is differentiating (BRAND!), in other words:Why should they care about your product (more than others)?

5) Run a test with a couple of first customers to see if it works.

6) Scale, focusing on the features and technology that got you here.

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Christian

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Ex-BCG|Not-so-ordinary cases| 3/4 of candidates don't crack my cases
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