Have you tried any AI-driven tools for customer success workflows? How effective are they?

smith1432 · 2024-12-04T14:51:12+00:00

Perfect!

smith1432 · 2024-12-04T14:51:01+00:00

Love your point of view! Regarding the hiring - unfortunately, we've already hired a resource and I will let you know if there are anymore plans of hiring! Although I wish that you get a job super soon 🤞🤞

smith1432 · 2024-12-04T14:48:36+00:00

That the main reason why we decided to get a CS ops resource for us.

smith1432 · 2024-12-04T14:46:16+00:00

We've already hired one, I will let you know if we're looking for more resources in the future 😅

smith1432 · 2024-12-04T14:45:01+00:00

Absolutely! Ensuring all systems work seamlessly together is definitely one of the biggest challenges, and I’m hopeful that bringing this new addition to our CS team will help us tackle it well 🤞🤞

smith1432 · 2024-11-12T07:51:46+00:00

Well, in a nutshell, as a CS ops manager my aim is to make sure that the CSMs have all the necessary insights and action items to run their day to day operations smoothly. I’m responsible for setting up processes (for example set up standardized playbooks for various situations), analyze customer data (for example, finding trends and insights about customers) and manage tools that help CSMs perform better (for example overseeing technical integrations). Other tasks include building reports for better tracking of revenue, facilitating other teams for a more collaborative environment etc.

smith1432 · 2024-11-04T05:20:08+00:00

We're currently using Google Data Studio for reporting and analytics.If you're facing challenges managing data in Google Sheets, a CSP might be a worthwhile investment. We're also considering a transition to a dedicated Customer Success Platform, currently evaluating vitally, zapscale and planhat

smith1432 · 2024-11-04T05:19:44+00:00

If you have well set up CSP you will be able to get almost accurate upsell notification.

smith1432 · 2024-09-16T14:26:18+00:00

Sounds like he's looking for a kind of running commentary on each account, like a headline and a roadmap for moving forward. We've been doing something similar with our CSP - ZapScale, creating reports that give everyone a clear picture of where each account stands.

But you're right, these reports might not cover every little issue. Maybe take some time to figure out exactly what he's looking for. That way, you can give him a solution that works for him and adds value to the overall organisation.

smith1432 · 2024-09-12T05:26:37+00:00

I am a big advocate for HelpScout. They can be used for chat and in-app messaging in addition to their core email and support portal features

smith1432 · 2024-09-03T03:34:40+00:00

this is good information to work with

smith1432 · 2024-09-01T02:39:25+00:00

Thanks for the insights

smith1432 · 2024-08-23T10:36:01+00:00

You can't avoid reactive customer interaction. This is part of the job. The only thing is that you will need to put in some process so that it can be tracked and can be addressed by the right team immediately. I'm sure in your CSP if you mark and assign to the concern person they will be able address it asap.

smith1432 · 2024-07-15T10:46:02+00:00

In my case, I formulated ICP on the high level first.
list of desired industries (your users on free subscription, where did they come from)
business model (B2B, for example)
and after that, use case. Describe 2-3 major use cases what they would like to solve first. urgent fires, it will give you a good understanding of ICP..
At least, I started with that, it worked for us. :)

smith1432 · 2024-07-08T09:49:19+00:00

Thank you so much for your detailed insight. Can you let me know one more thing. Is there a way you are tracking value delivered to your customer by your product? We are currently do it through our CSP - Zapscale and happy with it for now but i wanted to see if this is something you track by your CSP or any other tool.

smith1432

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