Customer Success Software
-
Upload
mindtouch -
Category
Technology
-
view
1.489 -
download
0
description
Transcript of Customer Success Software
![Page 1: Customer Success Software](https://reader037.fdocuments.us/reader037/viewer/2022110306/554c7059b4c905f76f8b51a6/html5/thumbnails/1.jpg)
Customer Success Software
![Page 2: Customer Success Software](https://reader037.fdocuments.us/reader037/viewer/2022110306/554c7059b4c905f76f8b51a6/html5/thumbnails/2.jpg)
Business and Project Planning
Delivering Customer Success for Leading Brands in Software, Technology, Manufacturing and Service.
![Page 3: Customer Success Software](https://reader037.fdocuments.us/reader037/viewer/2022110306/554c7059b4c905f76f8b51a6/html5/thumbnails/3.jpg)
Driving Customer Success by Solving Knowledge
Fragmented - Solved“[Product knowledge] is spread over more than 30 systems and seven formats. Every department is using something different.” - Remington
Inconsistent - Solved“I have no idea what we’re responding with across most of our support channels.” - HTC
Hard to update - Solved“It takes us 18 months, maybe longer, to update knowledge across our support channels. We can’t say for certain that it has been updated.” – HP
Collaboration and Feedback - Solved“The people closest to our customers need to contribute to and provide feedback on [knowledge], but we’re still using PDF and printed materials.” – Verizon
No analytics, no SEO - Solved“I can tell you which articles support is using, but we have no clue what else is being used by customers and [prospects] or how this affects our business.” - Blackboard
![Page 4: Customer Success Software](https://reader037.fdocuments.us/reader037/viewer/2022110306/554c7059b4c905f76f8b51a6/html5/thumbnails/4.jpg)
4
Knowledge Center In-Product Knowledge
Chat IntegrationSocial Channels
CRM and Case
ManagementCommunityIntegration
Ticket Deflection
Knowledge-as-a-Service
![Page 5: Customer Success Software](https://reader037.fdocuments.us/reader037/viewer/2022110306/554c7059b4c905f76f8b51a6/html5/thumbnails/5.jpg)
5
Knowledge Center Contextual Knowledge
Chat IntegrationSocial Channels
CRM and Case
ManagementCommunityIntegration
Ticket Deflection
Continuous Feedback and Collaboration
![Page 6: Customer Success Software](https://reader037.fdocuments.us/reader037/viewer/2022110306/554c7059b4c905f76f8b51a6/html5/thumbnails/6.jpg)
6
Create a Self Improving Cycle
Knowledge Request
Proactive or Reactive
TransactSelf-Service or Agent
OptimizeHelpRankTM and
Collaboration
SynchronizeIn real-time, customer
channels update
Continuously Improving: • Deflection• First call resolution• Average handle time
• User adoption• Customer success• Happiness
![Page 7: Customer Success Software](https://reader037.fdocuments.us/reader037/viewer/2022110306/554c7059b4c905f76f8b51a6/html5/thumbnails/7.jpg)
Benefits
1. Buy faster and become advocates• Your best sales engineer and marketing tool
2. Continuously improving customer experience• Collaboration and feedback• HelpRank
3. Improve customer intimacy• Brand control – consistent, quality and complete• Analytics and automation
4. Improve support and lower costs• Ticket deflection +20% to +35%• Agent empowerment -40% mean time to resolution
![Page 8: Customer Success Software](https://reader037.fdocuments.us/reader037/viewer/2022110306/554c7059b4c905f76f8b51a6/html5/thumbnails/8.jpg)
8
![Page 9: Customer Success Software](https://reader037.fdocuments.us/reader037/viewer/2022110306/554c7059b4c905f76f8b51a6/html5/thumbnails/9.jpg)
9
Ticket Deflection
![Page 10: Customer Success Software](https://reader037.fdocuments.us/reader037/viewer/2022110306/554c7059b4c905f76f8b51a6/html5/thumbnails/10.jpg)
10
Agent Empowerment
![Page 11: Customer Success Software](https://reader037.fdocuments.us/reader037/viewer/2022110306/554c7059b4c905f76f8b51a6/html5/thumbnails/11.jpg)
11
Manageable Knowledge Collaboration
![Page 12: Customer Success Software](https://reader037.fdocuments.us/reader037/viewer/2022110306/554c7059b4c905f76f8b51a6/html5/thumbnails/12.jpg)
12
A Self-Service Apple Store Experience
• Improve support• A virtual sales engineer• More effective support agents
• Self-service support that works
• Increase user adoption and retention• Increase site traffic
![Page 13: Customer Success Software](https://reader037.fdocuments.us/reader037/viewer/2022110306/554c7059b4c905f76f8b51a6/html5/thumbnails/13.jpg)
13
Contact Us
Get a 20 minute tour of live customers’ success sites and metrics and learn:
• Best practices in customer success.• Proven techniques for improving user adoption and
renewals.• New ways to improve customer service. • How to create a self-improving cycle of customer success
as a by-product of supporting your customers.
www.MindTouch.com@[email protected]
![Page 14: Customer Success Software](https://reader037.fdocuments.us/reader037/viewer/2022110306/554c7059b4c905f76f8b51a6/html5/thumbnails/14.jpg)
Customer Success Software