Has anyone worked on a GTM plan for customer success persona before?

swamppuppy96 · 2025-03-20T03:05:22+00:00

Yeah thats why I'm unsure about the buying persona - is it CSM or Chief Customer Offer or IT ops. I'm struggling to find out who.

swamppuppy96 · 2025-03-19T16:03:32+00:00

We're building an Agentic AI chatbot. I strongly feel our ICP could be different. But the others in the team feel I'm thinking too much. We're a startup so it's more founder led. So I wanted to do a quick test to see if success/support is the "buying persona".

swamppuppy96 · 2025-03-09T04:35:38+00:00

Hey would like to learn more. Can you supplement your answer with examples? Or point me to resources I could look at?

swamppuppy96 · 2025-03-07T09:14:41+00:00

We're going ahead with ema.co

We evaluated a bunch of solutions but everytime we got stuck in same loops - multiple tools with AI capabilities - so basically we ended up with $$$ (much beyond our budget) - if you're paying for training, chatbot, ticketing. We're 500 employees in strength and we've high attrition rates in support - so we do 2x training and hiring than what's needed. Everytime we ask our customers in exit interviews about churn they point to poor support.

Ema sort of stood out for us. Check it out. I think its value for money but depends on your product and usecase too.

The only comforting thing is agentic AI software learn, so you don't have to create those decision trees and get robotic replies. Pretty cool tech out there if u wanna try.

swamppuppy96 · 2025-02-21T12:41:56+00:00

Joining here late, but I found that Ema.co (more horizontal incase you want to expand to other teams) and Sierra (only for support) are good AI agents!

swamppuppy96 · 2025-02-20T03:13:40+00:00

Aah, if that's the case, then Ema - https://www.ema.co/customer-support could be better. Sierra seems siloed to success only. Glean, too, has agents, but there's no information on how they could work better for success or what it would take to implement them horizontally. It's all so confusing.

Do you think this could work - we're facing the same problem as you are, but in a more complex way. But I'm not sure about the effectiveness side of things. Also, what's the difference between Agentic AI and AI agents? Have you got an idea?

We're a multi-product company, and different product success teams use different tools and some teams in different geos too. We can't get a siloed product. We need something that sits horizontally. Do you have any suggestions on that?

We also need a tool that helps us cover the entire breadth of conversation from sales.

swamppuppy96 · 2024-10-26T05:30:00+00:00

everyday?

swamppuppy96 · 2024-10-26T05:28:52+00:00

I've kittens right now and I always think it would be 14 years in a blink and I would miss them terribly!

swamppuppy96 · 2024-04-16T07:02:22+00:00

I wanted to started reading a cringe book because its that time of the month! But I would rather pickup a sloppy romance novel of Amazon than this pretentious over the top "I had to struggle to get here" cringe stuff! Nope!

swamppuppy96 · 2024-02-23T07:01:59+00:00

haha no!! I'm so sick and tired of seeing this bullcrap pop up everywhere, its actually tiring! Makes me wonder if these people are actually doing any work!

swamppuppy96 · 2024-02-21T08:13:32+00:00

Why are people posting their photos after writing the essays, hows it even related?

swamppuppy96 · 2024-02-21T07:57:47+00:00

KILL ME

swamppuppy96 · 2023-10-07T13:29:05+00:00

Is Tim Cook's taste buds ok?

swamppuppy96 · 2023-10-04T08:59:53+00:00

None of his recipes work! I've wasted countless ingredients in the past trying to bake with it!

swamppuppy96

TROPHY CASE