This week we share a message from Cristina Sample, Head of Customer Success at Information Clearinghouse, Inc. In her post she discusses the importance of strengthening the Technical Support team in a way that uses data to build relationships.
Using the data from Tech Support well can increase the ability to meet the needs of the customers in a much stronger manner. Two examples discussed in the article are:
- Ticket heat maps to identify peak coverage needs
- Top ticket submissions within an org to identify training and support needs
Each of these can make a strong and impactful difference in the quality of product support with minimal effort.
After reading today's blog post, take a moment to consider and then respond to the following:
- What ways are you utilizing data from the technical support team to drive customer satisfaction?
- What other departmental data can be pulled into the work being done by the CS team to increase responsiveness and make interactions more effective?
Read the blog here
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Cristina Sample is the Head of Customer Success at Information Clearinghouse, Inc. She is a CS Leader with over a decade of experience in SaaS-based companies serving in a Senior Leader capacity. Over the past decade, she has helped startups transform their customer experience from reactive to proactive through data analytics, customer mapping, and redefining/developing processes. This has resulted in a reduction of churn, increased customer retention, increased employee morale, and created customers for life.
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