Train customer support and success teams

New Ideas in MarketingEssential news for marketers, summarised by YouGov
May 07, 2021, 3:28 AM GMT+0

An effective customer success team helps keep customers satisfied and boost brand loyalty.

Brands should ensure their customer support and success teams work collaboratively to provide extensive product training. Achieve customer success by making on-boarding and support training programs easily available. Educate clients about proper product usage with minimal effort and higher efficiency.

Have good listeners and investigative interviewers in the customer success teams, who are curious as well as empathetic. It can help brands better understand customer challenges and provide appropriate solutions to improve customer satisfaction. Instead of aggressive sales tactics, companies should highlight their product’s use cases and showcase how it can solve their prospects’ challenges.

Follow a practice of non-stop feedback collection and regularly monitor metrics like customer retention rate and DAU/MAU ratio. They should also automate processes to improve efficiency and create loyalty programs to build lasting customer relationships.

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