Before, Customer Success (or Customer Service as it was known in a previous life) was an added bonus to the technology or service purchased. A lot of the time it was a chargeable service as well. Crazy. As technology evolves, so do the needs of users engaging with the product or service. There are so many providers now days who provide such similar products that really, value and appreciation goes further than a great product. Luckily here, we have both.
When it came to Customer Service, we decided that putting out fires was simply not enough to help our customers grow. We needed to do more, we needed to know more and we really needed to provide our customers with more than just customer service. And so, we created our Customer Success Team.
Our Customer Success Managers have taken customer service, peeled it right back and have given our customers what they really need as opposed to a minimal service they expect. We wear many capes and it’s this that makes our customers successful. We integrate ourselves into our customers’ lives from the very beginning and continue with them as they develop and grow. Like superheroes hiding in the dead of night, we are there, watching, learning and moulding the ideal service based solely on that particular client. No one client is the same, why should we treat them as such?
Our Success Managers work on a Proactive Service basis which means we provide continuous training and education (to new and existing users), we ensure that we are always providing feedback on your current work and offer ideas and suggestions to improve and better your creative output. We work closely with your sales teams ensuring they have all the resources and knowledge to increase your sales figures. We work with your commercial teams to ensure that by adopting our platform, your workload is seamless and as streamlined as it can possibly be. We listen to your feedback and where possible, ensure new features and functionality are made available to you. And that’s all before you, as a customer, have asked for any support.
Our customers’ success and overall satisfaction is our main driving factor here and we work tirelessly to ensure that every customer, whether 2 minutes old or 2 years old, receive a service that they not only expect but to go further and provide a service that is truly unexpected.