Behavior-driven customer success
Posted: Sun Jan 05, 2025 7:22 am
There are two handmade processes you can implement here:
Support-driven proactive contact
Post-upgrade call
Support-driven proactive contact
Unless your product is extremely simple and can be self-setup very easily, you probably have a constant stream of support questions from your customers and prospects. Thus establish a team in charge of solving these questions as fast as possible.
However, many companies forget to feed their customer success team with weak signals from support tickets, such as:
A customer asking repeated questions to perform a task that can't rcs database be properly done with your product requires special customer success attention. Either this is an "inadequate" customer who doesn’t adhere with your value proposition, or he or she is expecting features that aren't yet implemented. In both cases, you may want to have a live chat or conversation with him or her to re-orient him or her to alternative solutions (and free up support time), manage his or her expectations, or share with him or her your feature roadmap.
Various customers asking similar questions and having similar settings or configurations may reveal that you need to communicate to all customers having the same settings to help them use your product properly.
A customer over-engineering your product to achieve his or her goal may need to get a one-to-one call to help him or her get set up properly and use the product as it's been designed to be used.
This may sound general but let's take real examples we experienced at Aircall.io on each of the three cases:
Aircall is a phone system designed for teams (customer support, sales teams, etc.). However, one of our customers tried to use it as its complete phone infrastructure including direct phone lines for the managers. While this is possible with the product, he was struggling with the collaboration features that are embedded in the configuration. A live demo with a shared screen allowed us to 1) better explain what the product was designed for and 2) find a way to meet his expectations and help him set up direct lines with our product.
At some point, we experienced a repeated pattern of audio issues from several Windows 7 users. We triggered an email to all Win7 users to help them configure their OS properly and solve the problem.
One customer found a way to “hack” our product by mixing a set of users within a single user account (mostly to avoid paying on a per-user basis, by the way). As a result, user preferences on call settings or working hours were misused and the user experience was far behind what we had designed. We found out what was going on by reading between the lines of support questions and a one-to-one call was enough to explain to our customer all the benefits he would get from using the product as it had been designed.
Support-driven proactive contact
Post-upgrade call
Support-driven proactive contact
Unless your product is extremely simple and can be self-setup very easily, you probably have a constant stream of support questions from your customers and prospects. Thus establish a team in charge of solving these questions as fast as possible.
However, many companies forget to feed their customer success team with weak signals from support tickets, such as:
A customer asking repeated questions to perform a task that can't rcs database be properly done with your product requires special customer success attention. Either this is an "inadequate" customer who doesn’t adhere with your value proposition, or he or she is expecting features that aren't yet implemented. In both cases, you may want to have a live chat or conversation with him or her to re-orient him or her to alternative solutions (and free up support time), manage his or her expectations, or share with him or her your feature roadmap.
Various customers asking similar questions and having similar settings or configurations may reveal that you need to communicate to all customers having the same settings to help them use your product properly.
A customer over-engineering your product to achieve his or her goal may need to get a one-to-one call to help him or her get set up properly and use the product as it's been designed to be used.
This may sound general but let's take real examples we experienced at Aircall.io on each of the three cases:
Aircall is a phone system designed for teams (customer support, sales teams, etc.). However, one of our customers tried to use it as its complete phone infrastructure including direct phone lines for the managers. While this is possible with the product, he was struggling with the collaboration features that are embedded in the configuration. A live demo with a shared screen allowed us to 1) better explain what the product was designed for and 2) find a way to meet his expectations and help him set up direct lines with our product.
At some point, we experienced a repeated pattern of audio issues from several Windows 7 users. We triggered an email to all Win7 users to help them configure their OS properly and solve the problem.
One customer found a way to “hack” our product by mixing a set of users within a single user account (mostly to avoid paying on a per-user basis, by the way). As a result, user preferences on call settings or working hours were misused and the user experience was far behind what we had designed. We found out what was going on by reading between the lines of support questions and a one-to-one call was enough to explain to our customer all the benefits he would get from using the product as it had been designed.