Rummaging in the Toolbox: Customer Success
Customer Success as a discipline is rapidly maturing and becoming a cornerstone for scaling a SaaS company today. Ensuring that your company is customer focused with appropriate tools at your disposal puts a sustainable and successful model into place as your company and team grows.
“Expand relationships, improve engagements, track metrics, predict churn, improve retention, create advocates” — sound familiar? Whether you’re looking to improve user interactions, pull detailed analytics, or even automate your onboarding process, each of these items are crucial ingredients in your recipe to customer success. Thankfully with the tech industry thriving, we are surrounded by a plethora of options to help us both determine and achieve what we decide a successful customer equates to.
Since finding the right tool can be a job in itself, below is a list I’ve put together to help you insure that your customers are successful in utilizing your product and, ultimately, become your advocates. Regardless of whether you’re in the market for an all-in-one solution or something to help solve one individual problem area, the solutions below integrate into your workflow effortlessly so you can get back to pleasing your customers. Enjoy!
UserIQ: A Customer Growth Platform™ that lets you track customers at each stage of the customer journey. You can analyze specific customer segments and their habits within your web application and then deliver highly-targeted engagements based on that intelligence. That, combined with a comprehensive customer health dashboard and a Salesforce integration, makes this a great all-in-one solution for customer success teams looking to do more with less. Implementation is quick and easy and requires no custom coding so you’re up and running in less than a day.
Fullstory: Imagine being able to watch a video so detailed that you feel as if you are sitting right there with your user the entire time. Fullstory gives you this ability as a playback tool & allows every person on your team to view the captured journey. With just one snippet of code you will be able to see every click, swipe, or scroll.
Mixpanel: Understanding user behaviors doesn’t need to be complicated. Mixpanel provides you with the ability to easily pull important analytics by answering detailed questions such as “Out of our current customers, how many came in via Twitter, live in Vancouver, and haven’t logged in for more than 15 days?”. Whether you decide to start tracking one certain item, or an entire list of items, Mixpanel has options for everyone based on how many data points you wish to track.
Trustfuel: An all-in-one platform designed and built specifically for Customer Success. At Trustfuel they believe in creating simple, beautiful and easy-to-use products so CSMs can focus on what really matters to them — their customers. If you’re someone who is looking to create and scale repeatable processes for maximum Customer Success, this is a tool worth checking out. As Trustfuel likes to say “You make your customers happy, we make software that makes you happy”.
Intercom.io: Communication, communication, communication! Intercom.io allows you to interact with your customers by customized email or live chat once they are active. With only a small integration of code needed to implement, you can be up and interacting with your customers in minimal time.
Zendesk: One of the easiest ways to get directly in front of your customers when they need your help or ways to help themselves. With Zendesk you can also monitor your social media accounts and convert Tweets into Zendesk tickets. Plus, their mobile app allows you to never be unplugged since you can solve tickets on the go. Regardless of the size of your company, Zendesk has options for everyone from freelancers to large enterprise companies.
Have a product suggestion that I should include in my next post? Send me a message, I’m always looking to try new tools. — Nicole
