The intensity of the care that you put into every customer interaction is one the keys that makes you stand out from your competition. But what do you do when your company is growing exceptionally fast? Aurore scaled the customer care department up from serving 100 users to serving 25k in just 6 months ;)

1. Scale the care!

2. ● It’s a mindset
● Without customers, you’re dead
What is the care

3. C.A.R.E
Change your perspective, take your customers’ one
Advise and help giving them complete answers
Respond nicely even to the hate
Empathy
What is the care

4. “Do things that don’t scale”
- Paul Graham
What is the care

5. Before the product
market fit

6. Be prepare
to face the tsunami

7. ● Tonebook
● Internal Bible with case resolution
● FAQ
Be prepare
to face the tsunami

8. ● Interact as much as possible with your customers
● Answer everything everytime
● Give those feedback to your product team
Be prepare
to face the tsunami

9. Be prepare
to face the tsunami

10. Product Market fit

11. ● First processes
● Prepare recruitment process
● Prepare onboarding process
Product Market fit

12. ● Automation, automation
● Time to kill recurrent tickets
● Measure
Scale

13. #1 Before product market fit > interact as possible
with your users
#2 Product market fit > create processes as much
possible
#3 Scaling > Automate & Measure
Key takeaways