Ensuring that Your Self-Service Processes are Functional
While a self-service checkout and customer service process can be a competitive advantage for many businesses, they can also be a source of frustration when they don’t work smoothly.
A self-service checkout will only be useful when it’s functioning properly. If a customer is unable to proceed through the process without seeking additional help, then that is a failure in functionality. The additional time necessary to resolve the issue is negating the benefit of having a self-service process in the first place.
To overcome these obvious issues, it’s imperative that the self-checkout process is free of hurdles and confusion. Additionally, all of the features need to be working.
When an automated checkout does work, however, it’s really a thing of beauty. The time it saves can quickly add up. For more information on this subject, watch the video from OpenView Labs featuring Bill Price.
UserIQ surveyed 400+ SaaS leaders and found that one of the greatest opportunities for companies today is a stronger alignment between their customer success and product management teams. Learn why here.
As healthy companies continue to grow it becomes harder to do so at the same rate through new logo acquisition. Companies spend an inordinate amount of effort on labor-intensive adoption and reactive, renewal processes with little or no regard to creating a disciplined expansion strategy. It’s time to change your strategy. It’s time for Customer Success 2.0.
Catch up on the latest Summer Slump Series: Customer Success edition. We compiled the top CS content to help you get ahead and make you and your team as successful as possible.