Most businesses are familiar with the sale funnel, which addresses the buyer journey that ends with a closed deal. But they don’t understand the customer journey. It’s important to provide that value throughout the customer journey. Customer success software allows you to grow your business beyond the sales funnel. Here are three key tips for using this software to improve your business.
Tip #1: Deliver User Experience in a Meaningful Way
This software allows you to show customers the most valuable features of your products. This process used to involve the use of high-touch interactions that don’t scale with your business in time. This new technology includes the use of guide tours that allow you to create step-by-step guides that your customers can access on demand. As a result, your customers will receive one-on-one guidance that they can’t receive from your competitors.
It’ll maintain engagement throughout the entire journey. You’ll come up with new ways to impress them next. Without the use of this software, creating an automated product tour requires time, money, and developers. This software allows you to streamline the process with an easy to use platform that allows you to create a personalized program. You can tailor the onboarding experience to each of your customers.
Your products, much like your customers, are different and special. Remember onboarding solution shouldn’t attempt to reach a broad audience. Your guided tours should focus on the core features of your products. It should be easy for your customers to access these tours at all times.
Tip #2: Increase User Engagement & Detect Churn
Customer success software allows your customers to engage with your products to ensure they’re successful, which will decrease customer churn. With usage analytics, you can let the results of your product usage data speak for itself. The easy-to-use dashboard helps you connect decreased user engagement to potential churn and takes you through the steps of preventing it from happening.
You’ll then learn how to engage with these at-risk customers with targeted campaigns and tooltips. Once you’ve noticed the reasons for customer churn, you can create campaigns that target your disengaged customers. Some of those tools include the use of guided product tours that point out key features and marketing campaigns like announcements that introduce them to new features.
Another way to interact with disengaged customers is through the use of survey feedback. You’ll receive valuable insights about both disengaged and engaged customers. Thanks to micro-feedback and NPS, you can use this customer data to understand their needs and find out what’s working and what isn’t. This also provides you with a comprehensive look of your overall user engagement, which identifies which customers are at risk for churn.
The dashboard will provide you with accurate and extensive data and information from outside integrations such as Salesforce and Zendesk. Speaking of which, this leads you to your next tip…
Also Read: Tips for Customer Churn
Tip #3: Decrease Customer Churn With Health Scoring
You can be on the watch for at-risk and engaged customers while reducing churn with a comprehensive health scoring. These health scores are gathered by the usage analytics that are included with the customer success platform. You’ll receive data-driven insights about all of your customers. This information will show you ways to keep those customers around, spend more time on your website, and recommend your products and services to their friends and family members.
You’ll receive a complete and accurate story about your customers in real-time. The customer health dashboard actively monitors five key variables, including customer churn, that keeps your customers around. You’ll receive information on adoption, customer sentiment, feature usage, financial data, login activity, and the number of technical support requests received. As a result, you’ll get an objective look at your customer health. This data provides you with limits that are tailored to your business, providing with better insights.