BSSA #69 - Steal my support process template 🚀

🚨 Don’t forget your tickets for The Wide Event in September! Click here to see the event page

Heeey!

Some exciting news: We reached $48K MRR 🥳

$2K to go to $50K. And hopefully we’ll reach it before the end of the year.

Growth is slower than a few month ago and that’s normal. This is something you can calculate: Where is your ceiling?

The ceiling is basically the maximum MRR you can reach before getting stuck. When I got stuck at $25K I didn’t know what was wrong. But by calculating my ceiling I could determine the exact number I could reach before getting stuck.

And we reached that ceiling again. Now there are only a few ways to break it:

• Get more installs

• Get more paying users

• Reduce your churn

Because the ceiling is basically your new paying users minus your churn.

If your churn is 10% and you get 100 new paying users every month this is how it will look like:

Month 1: 100 new paying users. 0 churn. (100 users)

Month 2: 100 new paying users. 10% churn so -10. (190 users)

Month 3: 100 new paying users. 10% churn so -19. (271 users)

….

As you see we’re growing, but because of the churn we’re getting fewer new paying users. And you’ll reach a point where your churn will be equal to your acquisition so you’ll stop growing.

And your only way is to do one of the 3 things I mentioned: get more installs, get more paying users, and reduce your churn.

And to do each you have hundreds of ways. Getting more paying users could be increasing your price, increasing your conversion rate, adding another product, etc…

You can calculate your ceiling with tools like: https://churnkey.co/growth-ceiling-calculator

It’s important to know yours because you can react before you hit that ceiling and you won’t be surprised when it will happen.

Steal my support processes

I just released something you’ll like!

Support is a big part of the growth of a Shopify App. You get a great support, you get a lot of reviews, a better position in the app store, etc.

And in the last 3 years I’ve been able to improve support.

One of the things I did was using support processes. You basically create a knowledge base for you team to know: how to find problems, how to react and what to send.

These support processes also allow you to hire anyone and ensure he’s operational in a week.

The latest person we hired on support needed a week to understand the app and the next week that person could answer to our users (we were just supervising) and it wouldn’t be possible without strong processes.

Today, I’m sharing these processes with you. And I’m talking about the actual processes I’m using in my business. Not some random template I created.

Inside this template you’ll have videos I actually sent to my team to let them know how to use the processes.

Also, not only these processes will allow you to optimize your support, but they will also teach anyone how to improve the processes and add more processes as the app grows.

If you’re interested, it’s completely free, you can get it by clicking here

And in the next email I will share with you some good insights about today’s market when it comes to selling your Shopify App:

• How much you can expect?

• How you can prepare for your exit?

• Who are the typical buyers?

So if you’re interested, don’t forget to activate the notifications for my emails and I’ll send it next Tuesday!

Don’t forget The Wide Event!

On Saturday 16th of September, we have The Wide Event, it’s a Shopify partners event for both partners and merchants.

And we prepared some great talks for you!

I’ll be there to answer all your questions and share some incredible tips 🔥

It’s also the best way to find new sponsors and network!

(I actually started Shopify Apps in 2017 after meeting my 2 previous co-founders in Paris)

You can get your tickets by clicking on the button below 👇

That’s it for today’s email!

I hope you enjoyed it! Feel free to share my newsletter with someone else: https://news.matdesousa.com/

And let me know what you want me to discuss in the next email!

See you next week,

Mat 😁