What We Do
We provides Marketing, Customer Success, and Enablement for SaaS companies who strive to align internal values and processes to their customer’s needs.
Customer service is more than closing support requests. Even with product mastery and proper support execution, long-term customer success can’t happen without data analysis and iteration. We provide expertise in delivering smart support and customer success, that looks to not only resolve customer roadblocks, but remove them all together.
We begin with close hands on training from top to bottom, on the ideal customer state and how to get there. We build and manage our own docs and playbooks and work collaboratively reduce implicit knowledge, and deliver support as a team. We collect data and provide it to your product team as actionable information to reduce customer friction.
Our goal is to create a proactive feedback loop to your team to ensure great customer experiences happen with or without a support ticket.
Your success is our success.
From administrative and billing requests to complex use cases, we provide experienced, empathetic leadership.
Support teams can be provided for specific shifts or as a turnkey solution.
We can work with your team to build omnichannel support, escalation tiers, specialized support teams, or technical account managers.
As we build out the infrastructure, we also implement the tools needed to make support work.
Proactive and preventative support are the key to retention and expansion. Customer Success is the framework.
Our Customer Success Managers (CSMs) staffs your Customer Journey and deliver high or low touch experiences such as onboarding, reviews, or escalations.
More than support, we develop the paths to success for your users, develop programs to address hurdles, and guide users to value and velocity.
SaaS enablement is the iterative process of reducing gaps in products and services and aligning customers and employees for success.
Enablement engagements include documentation, customer journey mapping, persona development, customer development and content creation.
These consulting engagements include discovery, design and implementation. Together, we isolate and remove sticking points for your team and your users.
How We Do It
From Chaos to Order to Value: Our Success Methodology.
Engage and Discover
A Customer Success and Tech Support strategy is tailored to your specific product needs so we can quickly engage in meaningful interactions. It includes an analysis of existing and ideal resources, tools, and information that will set up our team for success.
We discuss your needs and expectations regarding response time and build a team from existing staff or hire when needed. Our team are made up of passionate and diverse support leaders who are then hooked into the discovery process and build out MVP docs, playbooks, and lab materials.
Collaborate for the Win
Our team receive extensive training on support fundamentals, customer success best practices and leadership. We hire a diverse team who bring their values into every interaction.
Support is built on accurate and relevant information exchange, value realization, and trust. We believe that a solid team needs to highly collaborative and fearless in communications. We look for leaders who know how to address any situation.
Data-driven Product and Performance Improvement
The best support resolution is when the the problem is captured and addressed, so it never happens again. Your support team are you best users, and we track our issues by resolution, and deliver stats that help you make better decisions.
Whether we manage your help desk or jump into yours, we can review and track issues and provide insights that improve your user’s experience and speed up the time-to-win.
Philosophy, Tools, Methods
How we make outsourcing a win for your customers.
Our playbooks do more than resolve break-fix issues, they set up an approach to a problem that builds trust. We integrate your customer personas and journeys into our internal docs, so we can verify we are addressing root causes, not symptoms.
Playbooks should include technical and historical background needed to make an informed recommendation, common causes and finally resolution paths.
Most importantly, these are living documents that are constantly being reviewed and revised.
Documentation begins with planning and requires constant attention. We believe external docs should be a near subset of internal docs, and each resolution should be an opportunity to improve docs for brevity and accuracy.
We build and maintain docs sites, repositories and LMS systems. Maintaining and editing documentation are an integral part of our training.
We can help build a strategy for guides, tutorials, and other objective-based written material.
We provide custom helpdesk setup and integration, for Zendesk, Zoho, as well as other popular systems. Omnichannel support staffs and monitors ticketing systems, chat, phone and emergency paging systems to ensure a fast response and resolution to your high value customers.