5 customer success tips from Chase Clemons, Support Pro at Basecamp
Sometimes called “the new growth hacking”, the Customer Success concept is on everyone’s lips. If you’re still new to the idea, check out the Aircall blog, we short-listed a handful of tips on the topic.
As part of our series on customer success pros (read the first and second episodes), we had the opportunity to talk to the amazing Chase Clemons.
Chase is part of the stellar support team at Basecamp. The famous Chicago-based company has helped over 9 million users in their day-to-day jobs.
Chase also lies behind Support Ops, a weekly podcast that aims to help customer success pros deliver a better support experience to their customers.
Customer success is part of Basecamp’s DNA.
In their own words:
Treating people right is fundamental to how we do business
Basecamp has invested in help-guides, free webinars, and other self-service resources. And for specific questions, whether on twitter or by email, customers get an answer in less than 3 minutes!
Let’s hear from Chase:
Answer every complaint
The very aim of our job is to answer our customers questions and help them get the full value of our product.
But from times to times, a customer will send an email the length of a short story, to complain about something.
Whatever the topic and the tone used, answer each and every message you get — it’s the very least you can do since your customers spent their time telling you what’s not working for them.
Help even if it’s not your product
Take any opportunity to help a client, even if it’s not about your product!
Chase explains:
I get emails occasionally about a customer’s Outlook not working or their phone getting Twitter messages as texts. While it doesn’t concern the product I provide support for, I still help out if I can.
Turns out, customers do remember the people who helped them!
As a customer success pro, Chase has more actionable tips that help keeping your customers happy, and was kind enough to share them with us. Click here to read more…
