(I’ve written and re-written this one for the past three months. It’s taken me long enough.) I’m attracted to a good story. I’m a sucker for them, really. One oft-repeated story is that Customer Success is altruistic, and has little-to-no self-centeredness. Like anything else in life, there’s a kernel of truth in that which buddedContinue reading “Customer Success: Aligned Goals, Not Altruism”
Tag Archives: Customer Success
Support Tooling: Elev.io
One thing we know in life: you can’t do it on your own. That’s also true in Support. A fascinating tool we use is called Elevio. It’s self-service, built into our system. One problem we had—which many other companies have—is our knowledge base (training materials) is segregated from our website. So to find the answer,Continue reading “Support Tooling: Elev.io”
Simplicity
I’m really good at it. It seems like it happens over and over again. It often comes in the form of an Excel sheet. I can make anything 10x more complex than you need it to be. I will frequently deviate from the plan by adding in so many bells and whistles you’d think IContinue reading “Simplicity”
Measuring Success
Why Measure? Any department must demonstrate how they achieve value at the bottom line. Product, Sales, Support, Customer Success, Finance, Legal — it does not matter. There’s a reason most companies do not have a blacksmith to reshod the company horses. Calculating the value of a department simply must be quantified. To do otherwise is irresponsible toContinue reading “Measuring Success”
What does Support look like in FinTech?
Part of me wants to argue it’s different, and another part wants to say it’s exactly the same: you’re helping the customer by getting out of their way to continue their journey to their destination. However, FinTech needs terrifically amazing and GREAT customer service. I’m not pandering: I mean it. Advisors teach their clients. We — peopleContinue reading “What does Support look like in FinTech?”
