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?
How would you design and build a customer support operations for a Google product
Overview of answers
Upvotes
Best answer
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.
Was this answer helpful?
Related Cases
Expert case by Francesco
Topics:
Our client is SmartBridge, a nonprofit educational institution offering face-to-face tutoring services. The client operates in the US.The mission of SmartBridge is to help as many students as possible to complete studies and prevent that they drop from the school system, in particular in disadv
... (Open whole case)
24.6k
Times solved
Advanced
Difficulty
Expert case by Luca
Topics:
Espresso Whatelse is an Italian company that produces coffee and espresso machines since 1908. It is the Italian market leader and has a strong presence overall in Europe. In 2019, Espresso Whatelse has increased its revenues but it has seen declining profit margin.Your client wants to understa
... (Open whole case)
14.5k
Times solved
Advanced
Difficulty
Expert case by Francesco
Style:
Topics:
Our client is a BlissOttica, an Eyewear Manufacturer that is looking to reach a 10% increase in profits. How would you help our client?
... (Open whole case)
8.8k
Times solved
Intermediate
Difficulty
Expert case by Ian
Topics:
[PLEASE NOTE: This is a technically difficult case and should only be completed by those coming in as a Technology specialist, i.e. recruiting for McKinsey Digital, BCG Platinion, etc.]Our client is a multinational oil and gas company. While they are vertically integrated and have upstream, midstrea
... (Open whole case)
8.5k
Times solved
Advanced
Difficulty
Expert case by Ian
Style:
Problem definition: Our client is Korean Car Parts (KCP), a multi-national original equipment manufacturer (OEM) of car parts based in Korea. They've recently seen a decline in profits and have brought us in to understand how to address this falling profitability.
... (Open whole case)
7.8k
Times solved
Intermediate
Difficulty
CoachingPlus Expert
Ex-BCG interviewer|Tailored cases| 95% success rate with 3+ interviews
26
Meetings
69
Q&A Upvotes
0
Awards
11 Reviews
