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Chat bots to proactively engage with your users
I wanted to share a recent success using Chat Bots to reduce some of the work off of my CSMs plate and learn how others may be using chat bots in a similar fashion and the results you've seen. We are focused on getting Customer Interviews and we have Intercom as a way to communicate with users right inside the product. We…
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Time AND deliverables tracking tool
Hello all We are moving a part of our service offer (the professional service one) from days to deliverables =>Aka client is buying 12 days of service now vs. packages of deliverables in the future I will need a tool able to track both dimensions: Time (to track efficiency and calculate margin) AND Deliverables (to report…
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Is there a GGR slack channel yet? Would love to connect there as well
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SalesLoft for CS Outreach?
Has anyone ever used SalesLoft for their team's CS outreach? Our Sales team recently moved over to SalesLoft and I've been asked to consider consolidating Commercial tools (we currently use Clearslide). Thanks!
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Hi CS Community! We are in search of a Customer Sucess management software (Gainsight, ChurnZero, C
Right now SalesForce and Intercom are not doing enough to decipher the customers in need! We need health scoring, and to identify clients in risk of churn. Does anyone have direct experience with any Customer Success Management tools and can share their experience? I would love to pick your brain on what worked and what…
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Asking for referrals from end-users
For our high-touch customers we onboard and manage our end-users in a tech-touch way. Does the community have any best-practices or email templates to ask the end-users to increase the impact on themselves and the company (and basically ask for more money). Either ask for a referral to a friend/colleague, or ask them if…
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Tools and headcount?
Do you feel there are tools you've implemented that you should have added administrative headcount to optimize time and usage of the product. Is there a level of usage or staffing that dictates a partial or full headcount. Salesforce and Gainsight might be examples.
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How much does a customer success platform cost? How do we measure the ROI? What is the acceptable RO
I'm not in a position to see the P&L sheet to see what Customer Success Platforms cost so I want to get a good understanding even if it is on a per license basis.
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Does your company have any standard operating procedures documents, how is it structured and how doe
Hi! I was wondering about how many companies here use SOP documents. Does your company have any standard operating procedures documents, how is it structured and how does it fit with CRM software like Zendesk?
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What tools are you using to ensure customer facing materials are up to date?
Is there a tool out there that can scan your website, whitepapers, knowledge base for tags or keywords that will tell you should update this collateral based on changes to your product. If not, how do you manage ensuring that the collaterals customers are receiving are up to date.