This is Tom Ronen, Customer Success Manager for monday.com, on a topic that has been on our minds a lot lately: loyalty. We caught up with Tom and Kaitlin Pettersen, our Senior Director of Customer Support, in a recent webinar focused on how support teams can increase retention and reduce customer churn right now. The key is to Latest Mailing Database create a thoughtful, personal and educational support experience that both increases product satisfaction and deepens product knowledge. But how do you manage immediate customer expectations with your team's time (and reason) and keep an open feedback loop with other teams in your organization? We have put together some key points from the webinar that address the balance that support teams have been tasked with reducing churn among customers.
Reduce customer churn with pleasant service and product training An easy and pleasant conversation with support will create confidence that your team and your product are there to help them succeed.1. Let customers get the most out of your product through support The more your support team can help your customers become super users of your product, the Latest Mailing Database more value your customers can get out of it. In order to set customers up for success, teams should do their best to reduce response time when customers contact customers and provide self-service options so customers can find the information they need on their own. need. “The more your support team can help your customers become super users of your product, the more value your customers will be able to get out of it” For example, Tom's team at Monday.
Leaders also need to empower their support team to have longer conversations with customers who have questions about the product. Monday.com, for example, doesn't measure resolution time because Tom wants his team members to take the time to Latest Mailing Database equip customers with product knowledge that will help them tailor and customize the product to fit. of their needs.2. Provide a truly delicious experience Providing a positive customer experience is a table stake for support teams. The whole experience should be enjoyable from the moment the customer contacts the customer to the moment the issue is resolved. It means thinking about how to make that experience for them really seamless and consistent. How can you create systems, workflows, and processes that move conversations from team to team to keep things efficient and effective for the customer.