Great tips and a lot of good practices here.
Customer Success is fast becoming the profit center of companies — the process of onboarding, nurturing, training and creating a loyal customer takes a lot of attention to the minute details.
It’s great to use the SaaS tools available and then infuse them with actual human care to create an experience that informs and delights customers enough to stay.
Getting instant feedback, giving intuitive help and intellegently educating clients for their ulitmate success with your product is helped so much with tools and automation, but the human intelligence of infusing them with meaningful language, timing and emotion require a detailed experience design which is just as important as product design.
The practices in the Customer Success department are such a great combination of technology & humans.