How it is used in a coaching business
Chat support is where most of a client's contact with the program actually happens. A client on one weekly call has one hour of live time and 167 hours of everything else. What they get back when they post a question at 9pm on a Tuesday decides how supported they feel. It is also the first thing that breaks when a program grows, because the founder cannot answer 300 people.
- One channel, not five. Clients should never wonder where to ask.
- A published response time the team keeps, such as within one business day.
- An SOP for the common questions so any team member gives the same answer.
- Escalation rules for what goes to the coach, so the coach only sees what needs a coach.
Chat support is not the same as a community. Support answers questions. A community is where clients answer each other, which needs a community manager and a reason to show up.
