Self-serve model Vs sales-based approach?

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rahul_choudhary
rahul_choudhary Member Posts: 10 Navigator
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edited May 13 in CS Conversations

📣 Hey everyone!

I hope you're having an awesome day!

Let's talk Customer Success Software. 🚀 I've been exploring different options out there, and guess what? None of them offer a self-serve model! 🤔 Why is that? Wouldn't it be fantastic if you could simply sign up, dive in, and try the product yourself? No more waiting weeks for meetings, enduring feature explanations, and lengthy onboarding processes before you can actually use it!

What do you think about that? Share your thoughts! 💬

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  • Jordan Silverman
    Jordan Silverman Member, CS Leader Posts: 109 Expert
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    @rahul_choudhary I am a big Totango fan and they now offer free trials of their software - https://www.totango.com/

    I would recommend checking that out so you can dive in and play around free of charge!

    Jordan Silverman
    jordan.silverman@usestarfish.com
    (914) 844-5775
    https://www.linkedin.com/in/jordansilverman/
  • rdesmarais
    rdesmarais Member Posts: 14 Navigator
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    Also a fan of Totango. I am not a paid user but I do recall demoing it and really loved what I saw in terms of how it managed the customer journeys and playbooks.

  • abbyhinsley
    abbyhinsley Member Posts: 2 Navigator
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    @rahul_choudhary Enablix has a new CX portal that is centered all around self-service model -

    https://www.enablix.com/enablix-cx/ (sorry can't post links yet...)

  • rahul_choudhary
    rahul_choudhary Member Posts: 10 Navigator
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    @abbyhinsley I think you got the question wrong. I was curious why we can't purchase CS software using self serve model (like @Jordan Silverman @rdesmarais mentioned totango). The tool you are mentioning doesn't have that.

  • rahul_choudhary
    rahul_choudhary Member Posts: 10 Navigator
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    @Jordan Silverman @rdesmarais

    If you don't mind me asking, what are some things which you think can be useful for easy self onboarding on CS platforms.

  • abbyhinsley
    abbyhinsley Member Posts: 2 Navigator
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    @rahul_choudhary Ah yes, misunderstood -- that platform is for creating your own self service model for your customers.

  • Jordan Silverman
    Jordan Silverman Member, CS Leader Posts: 109 Expert
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    @rahul_choudhary a few things:

    • Ease of uploading/migrating existing accounts, data, and history
    • Can connect usage data from SaaS tool

    If you have these two things you can at least get a base CRM off the ground. Then you start needing lots of other features:

    • Drip campaigns
    • Health scoring
    • Auto routing of new accounts
    • Integrations
    • Etc.

    I started using Totango about 8 years ago and tried to do it as self serve. It was really hard. Now that was less on Totango and more on us - we did not have an easy way to connect our own usage data and we had historical data in excel, Zoho CRM, and multiple places.

    Jordan Silverman
    jordan.silverman@usestarfish.com
    (914) 844-5775
    https://www.linkedin.com/in/jordansilverman/