Share how you would kick-start the creation of a customer care team for a Shopify app and outline your roadmap.

Phase 1: Identify customer issues and pain points

·        Gather data: Review customer support tickets, surveys, and social media feedback to identify the most common customer issues and pain points.

·        Analyze the data: Look for patterns in the data to identify the root causes of the most common customer issues and pain points.

·        Prioritize the issues: Use the RICE method to prioritize the customer issues and pain points.

Phase 2: Develop customer support procedures

·        Identify the steps involved in addressing each customer issue and pain point.

·        Document the steps in detail, including the tools and resources needed and the expected outcomes.

·        Review the procedures with the customer care team to get their feedback and make sure that they are clear, concise, and actionable.

Phase 3: Implement the customer support procedures

·        Train the customer care team on how to use the new procedures.

·        Create documentation and resources to support the customer care team as they implement the new procedures.

·        Roll out the new procedures to customers.

Phase 4: Monitor and refine the customer support procedures

·        Collect feedback from the customer care team and customers on the new procedures.

·        Review customer support tickets and other metrics to track the effectiveness of the new procedures.

·        Make adjustments to the procedures as needed.