Simple ticket system for customer support: open beta and run history
my Friends, Hello. Today I want to tell you a story of a project Tеamdesk.ru, who on March 10 turned 3 months. This is a story about how to start a startup with a budget of less than 50, 000 and serious bootstrapping. The project was deliberately started in the midst of the crisis in December last year, when the dollar was below 70 rubles, and the Euro more than 100. Why we chose this time as tested the idea of the project and what came of it read in this article.
By the way, now the project is at the stage of open beta testing. We greatly appreciate the reviews and feedback of the first users, so for all, who has time to register before 31 March 2015, the full functionality of the service without restrictions will be free until the end of the year. Next will also be available free rate for 3 operators. But about all under the order details under the cut.
With nearly 5 years of experience as founder and Manager of a SaaS company, I understood that the choice of the project idea and the time to start is critical to the success of the business as a whole. We have identified 5 key criteria:
1) the Subject area should be familiar to us.
When he launched his first project, radically changed the scope and subject area — switched from consumerscope of the Internet in the SaaS software business in the area of Customer Service. Understanding a new field and the subject area took a couple of years and a lot of energy. So we decided to work in related industries.
2) Business model of the project was to be successful and work for at least 3 different markets.
The analysis showed that only in the United States more than 150 vendors HelpDesk systems, the leader in SaaS (Zendesk) was released last year to IPO c a market capitalization of $1.6 billion.
3) the Market for such systems in Russia and CIS should grow.We are now seeing and feeling first and foremost intuitive. Yet any serious studies there, but the demand hovers in the air, because any online service, online store or web project we need to support their online customers simply and conveniently. Our help desk is just about it.
4) Time should be appropriate.
If all the strong Western rivals in one day has risen in price in 2 times — what could be better! In addition, the amendments to the Federal law 152 on the storage data of Russians in Russia greatly limits the ability of foreign projects.
5) and of course we must have a competitive advantage.
If there are 20 competitors 21 and you do the same company with a similar product, business model and marketing, you don't bite a big piece of the pie. Simple and intuitive SaaS for the right price that not long ago lacked our market.
When the idea for this project was for all 5 items, we decided to test it. For myself, I long ago came to the conclusion that if your idea of a "hit the market", then you are more likely not to push the project forward and to run like hell to catch him. So it Teamdesk'ω — will show the next 3 month metered tariff.
Intuition, market research, etc. — everything is fine, but don't lie about numbers, and even interpreted correctly. A few times I've done it before — first created the project, and then watched as it will be used. This experience cost a pretty penny, so this time, to confirm or refute our speculation, we needed to test the idea.
To reinvent the wheel, we did not, just made a promo site on the finished template that I bought for only $12. The website aims to advertise the finished product: simple and convenient HelpDesk for customer support. Simultaneously, we tested the benefits of the so-called unique selling proposition, which wanted to cling to customers.
As a traffic source we have selected Direct and launched contextual advertising. For everything spent about 5000 rubles. Especially with ads and selection of keywords is not steamed, because the most important to get the first decent numbers and make conclusions.
According to test results received 349 clicks and 26 registrations. Thus the conversion of the site was email 6% and the cost of raising the registration of the order of 250 rubles. Given that no optimization we did, quite adequate results. Looking at these numbers, I decided to cut and the product itself.
All trumpeting the fact that the sooner you give clients your product, the better. We then decided not to reinvent the wheel, and will roll out the core functionality as early as possible. The idea was not even the programming itself, and to negotiate with good foreign vendor on the localization of their solution here, but in light of recent events, they have made it clear that the Russian market is not interesting to them and they did not intend to.
In fact, based on the excellent foreign product and carefully choosing those 20% of key functionality, which gives 80% of its benefits, we managed for 2 months to roll out the first version. The total budget amounted to 37 550 rubles.
The theme of Help Desk and Service Desk is not new. But in my opinion this class is now undergoing big changes. If before based used mainly the internal IT service to process requests from other employees or customers, it all worked according to the ITIL methodology, it was wildly difficult and expensive. Now before thousands of companies from small and medium businesses are challenged to support customers online 2 clicks and 5 minutes. Doing this are not experts on ITIL, but ordinary people without special education.
You probably understand what I'm saying, if you have a online shop or online service, you develop software or provide services tied to the Internet. So we are trying to 5 minutes and mere pennies you could provide this support, which previously could only dream of.
ready:
the
Soon to be:
the
Friends, the project has your blog, where we publish all the figures and openly talk like what we're doing. Blog articles come out on Thursdays 2-3 times a month. Subscribe, if the project seemed interesting to you.
PS Tell us how to make the project better. Check the link http://teamdesk.ru/register. E-mail your comments and suggestions to support@teamdesk.ru. We value your opinion!
Article based on information from habrahabr.ru
By the way, now the project is at the stage of open beta testing. We greatly appreciate the reviews and feedback of the first users, so for all, who has time to register before 31 March 2015, the full functionality of the service without restrictions will be free until the end of the year. Next will also be available free rate for 3 operators. But about all under the order details under the cut.
How to choose a project idea and why did you decide to do right now?
With nearly 5 years of experience as founder and Manager of a SaaS company, I understood that the choice of the project idea and the time to start is critical to the success of the business as a whole. We have identified 5 key criteria:
1) the Subject area should be familiar to us.
When he launched his first project, radically changed the scope and subject area — switched from consumerscope of the Internet in the SaaS software business in the area of Customer Service. Understanding a new field and the subject area took a couple of years and a lot of energy. So we decided to work in related industries.
2) Business model of the project was to be successful and work for at least 3 different markets.
The analysis showed that only in the United States more than 150 vendors HelpDesk systems, the leader in SaaS (Zendesk) was released last year to IPO c a market capitalization of $1.6 billion.
3) the Market for such systems in Russia and CIS should grow.We are now seeing and feeling first and foremost intuitive. Yet any serious studies there, but the demand hovers in the air, because any online service, online store or web project we need to support their online customers simply and conveniently. Our help desk is just about it.
4) Time should be appropriate.
If all the strong Western rivals in one day has risen in price in 2 times — what could be better! In addition, the amendments to the Federal law 152 on the storage data of Russians in Russia greatly limits the ability of foreign projects.
5) and of course we must have a competitive advantage.
If there are 20 competitors 21 and you do the same company with a similar product, business model and marketing, you don't bite a big piece of the pie. Simple and intuitive SaaS for the right price that not long ago lacked our market.
When the idea for this project was for all 5 items, we decided to test it. For myself, I long ago came to the conclusion that if your idea of a "hit the market", then you are more likely not to push the project forward and to run like hell to catch him. So it Teamdesk'ω — will show the next 3 month metered tariff.
How tested ideas for 6,000 rubles, and received a bonus in the form of conversion of 6% on the website?
Intuition, market research, etc. — everything is fine, but don't lie about numbers, and even interpreted correctly. A few times I've done it before — first created the project, and then watched as it will be used. This experience cost a pretty penny, so this time, to confirm or refute our speculation, we needed to test the idea.
To reinvent the wheel, we did not, just made a promo site on the finished template that I bought for only $12. The website aims to advertise the finished product: simple and convenient HelpDesk for customer support. Simultaneously, we tested the benefits of the so-called unique selling proposition, which wanted to cling to customers.
As a traffic source we have selected Direct and launched contextual advertising. For everything spent about 5000 rubles. Especially with ads and selection of keywords is not steamed, because the most important to get the first decent numbers and make conclusions.
According to test results received 349 clicks and 26 registrations. Thus the conversion of the site was email 6% and the cost of raising the registration of the order of 250 rubles. Given that no optimization we did, quite adequate results. Looking at these numbers, I decided to cut and the product itself.
the First version of the system for 2 months and 37 550 rubles.
All trumpeting the fact that the sooner you give clients your product, the better. We then decided not to reinvent the wheel, and will roll out the core functionality as early as possible. The idea was not even the programming itself, and to negotiate with good foreign vendor on the localization of their solution here, but in light of recent events, they have made it clear that the Russian market is not interesting to them and they did not intend to.
In fact, based on the excellent foreign product and carefully choosing those 20% of key functionality, which gives 80% of its benefits, we managed for 2 months to roll out the first version. The total budget amounted to 37 550 rubles.
Now a few words about the service
The theme of Help Desk and Service Desk is not new. But in my opinion this class is now undergoing big changes. If before based used mainly the internal IT service to process requests from other employees or customers, it all worked according to the ITIL methodology, it was wildly difficult and expensive. Now before thousands of companies from small and medium businesses are challenged to support customers online 2 clicks and 5 minutes. Doing this are not experts on ITIL, but ordinary people without special education.
You probably understand what I'm saying, if you have a online shop or online service, you develop software or provide services tied to the Internet. So we are trying to 5 minutes and mere pennies you could provide this support, which previously could only dream of.
ready:
the
-
the
- ticket Creation from Email the
- Several inboxes (incoming boxes) the
- ticket Statuses the
- Delete ticket the
- client the
- file attachments
- Source phone (for manual ticket creation) the
- canned responses the
- Email Notification the
- ticket Filters the
- RICH editor the
- Assigning the
- the Private notes to tickets the
- user Groups the
- Auto-reply on the tickets
Bulk actions the
Soon to be:
the
-
the
- Widget for website the
- knowledge Base the
- Connection telephony the
- Connection social.networks the
- Analytics and reporting the
- And more!
Friends, the project has your blog, where we publish all the figures and openly talk like what we're doing. Blog articles come out on Thursdays 2-3 times a month. Subscribe, if the project seemed interesting to you.
PS Tell us how to make the project better. Check the link http://teamdesk.ru/register. E-mail your comments and suggestions to support@teamdesk.ru. We value your opinion!
Комментарии
Отправить комментарий