How AEJuice Used Optimal Training and Knowledge Base to Build a More Effective Customer Support Team

Last Updated on October 10, 2021 by Owen McGab Enaohwo

Jacob Syrytsia, Chief Executive Officer at AEJuice, is the go-to person if you want to create videos to promote your business online. Today, his business is worth $2 million in revenue, but it didn’t happen overnight. He had to build his business from scratch. 

Getting buy-ins from customers presented a challenge. Despite having a good product, Jacob wasn’t getting the desired patronage. He and his team had to go back to the drawing board to figure out the missing puzzle piece. 

Part of the missing puzzle was a streamlined business process. His commitment to streamline his business processes led him to SweetProcess. It’s been a core part of his company’s growth. Jacob gave a window into his journey with SweetProcess. 

Jacob Syrytsia – Chief Executive Officer at AEJuice

About AEJuice

Established in 2015 by Jacob Syrytsia and Mark Duval, AEJuice consists of motion designers and software engineers that create videos for business promotion, especially on social media. 

Based in Florida, the organization offers a drag and drop feature that simplifies the video creation process for entrepreneurs who want to get hands-on and create their own videos to promote their products and services. 

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The Pain of Answering Unending Questions 

Customer support is a huge part of AEJuice’s business as they help their customers use their products effectively. Everyone on the support team has to be on their A-game to be efficient.  

In the absence of documented procedures, Jacob had to explain everything to his support team members. But with his explanation came tons of questions; they always needed more guidance on their tasks. 

“We had the support team and it was growing. We didn’t have any documented procedures for internal processes and it was pretty painful when somebody joins and you have to explain it all over again.”

He figured that documenting the procedures would help. He did that and gave his employees the document, but they always came back with more questions even with the document in their hands. 

Answering the same questions over and over again was a huge part of Jacob’s responsibilities at work. There was little or nothing that could be done in his absence so he had to always be available for things to get done. 

SweetProcess Came Highly Recommended 

Jacob is one of the lucky ones who didn’t have to look too far to find SweetProcess. The software came highly recommended by his tutor in an online course. 

Given the credibility of the source,