According to Forrester, 72% of businesses say improving customer experience and success is their priority. LinkedIn reported the number of Customer Success Specialist vacancies grew by 34% last year alone. The further we go, the more momentum the position gains.
In this article, we'll cover:
What Is Customer Success?
Customer success is a set of actions a business undertakes to ensure customers successfully complete their initial goals by using a business’ service or product.
The probability of selling to a new customer is around 60–70 percent. The numbers drop to 5–20 percent with a first-time customer. Setting up a Customer Success position and making sure the entire team works with it will also be beneficial for a business.
Why is so much importance put on customer success, and what steps does SupportYourApp take to bring it to life?
Ensure the Cooperation Between All Departments
Around 97% of professionals believe the alignment inside the team has a direct impact on the outcome of the project.
Making sure every member of every department communicates with each other is important.
Making sure professionals from different departments communicate with each other is vital. It helps establish rapport between everyone and provides common ground for smooth collaboration.
⭐️ SupportYourApp experience. We have developed an entire system devoted to ensuring we all speak the same language. It includes several steps:
- Encouraging out-of-office team buildings for different teams and departments
- Setting up sports activities and business training to develop our bodies and minds, and strive for future achievements
- Celebrating every milestone to reflect on past successes and encourage everyone to become even better
- Creating a supportive atmosphere in the workplace.
- Welcoming new ideas from any member of the team.
These steps help us be connected and efficient, which always results in customer success.
Emphasize the Importance of Customer Success to Everyone
Efficient team communication increases productivity by 25 percent.
From the CEO to a newbie who has just started their onboarding — everyone should be customer-oriented and understand why customer journey and success matter. Making customer success one of the values will increase its importance and help the team focus on it even more.
⭐️ SupportYourApp experience. Customer success is part of SupportYourApp DNA. We set up all our processes with our clients’ customers in mind. We provide support through any channel, adapt to any communication style, support any time zone, and so much more. Our teams are trained in active listening, positive language, and attitude. They know how to stay calm no matter what, who to escalate different tickets to, and how to satisfy any customer.
All of this is the result of the emphasis we put on customer success from the first hours of consultants’ onboarding.
Use Customer Feedback to Implement Changes
About 40% of businesses do not listen to their customers.
Customers’ voice is often the only one that matters. It is important to watch the trends and keep the product up to date. But active users are the only ones who can tell a business which path a product should follow to fully satisfy them. Taking their feedback into account is the only way to ensure customer success and satisfaction.
⭐️ SupportYourApp experience. Customer success and feedback management was the force behind one of the core functions of our in-house built QCRM — the function to relay the feedback directly to the client. Customers can share their opinion on:
- The quality of service/product.
- Their communication with our support team.
- Their overall experience with the service.
A support team with appropriate software solutions can also help a business implement useful changes to its processes and systems. One of our clients runs a photo editing software. Before starting to work with SupportYourApp, they did not have an appropriate system that helped them process customer feedback and implement proper changes to their product. Our support team set up a system that allowed the client to see which changes needed to be made to ensure an even higher rate of customer success. As a result, their CSAT rate grew by 10% percent and their churn dropped by 8% percent.
Invest in Customer Education
89% of millennial users use engine search before making a call to the support team.
70 percent of customers prefer using a website rather than making a call or writing an email. Having a sufficient knowledge base will significantly increase not only their customer success but their satisfaction with the brand too.
⭐️ SupportYourApp experience. Our teams can do both: provide support to our clients’ customers and make sure they have every bit of help they need. For compiling a knowledge base, we select only the most tech-savvy and experienced members of the teams who know the product and the field inside-out. For example, to compile a knowledge base for a client with a crypto exchange platform, we have selected a consultant, who has crypto as their main interest. This practice ensures they do a terrific job and can also speak customers’ language.
Eliminate Bottlenecks as Soon as Possible
Bottleneck — the weakest point of the process.
While associated with production lines, bottlenecks can occur anywhere. They can become the most prominent obstacle on the way to customer success. Preventing them or dealing with them as soon as possible is one of the most useful functions of support teams.
⭐️ SupportYourApp experience: To know how to deal with bottlenecks is to know how to deal with stressful situations. That is where our support teams shine. Both our consultants and our management teams know how to withstand stress, although, for the most part, we know how to prevent stressful situations altogether. That is why we are always prepared for any situation. We know how to cooperate to ensure our own, our clients’ and their customers’ success. We have a sufficient knowledge base, always support each other, and know how to collaborate to be successful and efficient 100% of the time.
Customer success might seem intimidating and difficult to understand and ensure. In reality, nothing is impossible for a professional Support-as-a-Service team. We know that for sure.
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Veronica studied Turkish and Persian languages at Tavria University. After having found SupportYourApp, she realized this was the place where she belonged. From that point on she dedicated her heart to the company. When things get stressful, Veronica finds her peace in yoga, animal flow and martial arts.
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