https://www.youtube.com/embed/6JKRRdXpX9s

* Jim Coleman* Co-Founder of xFusion

Sponsors:

* Prisync* Spark Shipping

Links:

* https://www.xfusion.io/* https://www.linkedin.com/in/jim-coleman/* https://www.linkedin.com/company/xfusion-support/* https://twitter.com/jim_coleman1* https://twitter.com/Groove_Jar

Transcript:

Charles (00:00):

In this episode of the business. E-Commerce I talk with Jim Coleman about how to get started outsourcing customer support. This is the business of e-commerce episode, 155.

Charles (00:18):

Welcome to the Business of eCommerce. The show that helps e-commerce retailers to start, launch and grow their e-commerce business. I'm your host Charles Palleschi and I'm here today with Jim Coleman. Jim is a co-founder of X fusion where they provide outsourced customer support for e-commerce businesses. I asked him on the show today to talk about if you're a founder and you're thinking of hiring your first support person or outsourcing support, what are some of the do's and don'ts and what are some things you should absolutely do to make your first support hire or outsource successful? You works with a lot of e-commerce retailers. So I think he brings some great advice to the table and has some great tips out. So let's get into the show and if you have any questions, leave in the show notes and I can forward them over to Jim. So let's get into this. So Hey Jim, how you doing today? Good, Charles, how are you? Good. Awesome. I have you on the show. I'm excited to dig into the topic of customer support and outsourcing. It's very near and dear to my heart. So, so real quick, what do you, so you run an agency. Oh, so I was saying support essentially, right?

Jim (01:31):

We do. Yeah, it's called X fusion.io. And we, we provide customer support customer success to founders. We started kind of scratching our own itch. My, my co-founder David and I are both business owners and we built out a team internally on, on each of our companies. And then wanted to bring that to the broader market so that we kicked off mid 2019. And it's been growing since then.

Charles (01:54):

Okay. Yeah. So I feel like support is one of those things where everyone just want to, like the, it's usually one of the first things you see, like you're trying to word this correctly, the biggest time sink at the beginning,