Protecting and growing your current customer base should be your top priority right now, but how do you do that when your marketing and sales budgets have been slashed and hiring has stopped? During periods of economic uncertainty, you need to do more with less. This means providing exceptional customer experiences and solutions become top priority, all the while continuing to find ways to increase the value you’re providing, as well.
This is a tall order but with the right customer success platform, you can accomplish all of this and much more. Let’s take a look at a few ways a dynamic CS platform can help you do more with less.
Empower CS Creators Across the Organization
By implementing the right customer success technology, companies can empower their employees across the organization to become CS creators. This allows the entire company to innovate customer engagements so everyone owns and shares in the success of positive customer relationships.
Totango accomplishes this in a variety of ways. First, through our modular SuccessBLOCs; customizable apps that feature tools, templates, metrics, and best practices for every stage of the customer journey. Users simply select the journey stage or customer outcome they want to achieve, such as Engage Customers or Analyze Customer Health, then build out their journey and begin seeing their journey in action right away. Over time, they can make adjustments, iterate and learn faster from new versions.
Totango also empowers organization-wide CS creators through our shared visual workspace, the Customer Experience Canvas, which enables all employees to have visibility into customer journeys and collaborate on the entire customer experience. Canvas provides a place where employees from all different departments can combine their knowledge and skills to have a compounding effect that maximizes customer value and outcomes. For example, a customer’s onboarding, adoption and renewal journeys are shaped by a wide variety of employees within a company. With Canvas’ no-code workspace, ready-made templates and drag-and-drop functionality, it’s very easy for users from Sales, Marketing, Product, Customer Success, Customer Service and more to participate and make an impact on the value and experience the customer has throughout each stage of the journey. This allows you to enhance value and improve CX by utilizing the resources you already have rather than adding more headcount.
Another way the right CS platform can help you do more with less is by using data and intelligence to match customers with experts within the company who can best meet their needs. For example, Totango’s Dynamic Assignment feature automatically pairs each customer in need with an employee based on compatibility factors like time zone, language, industry experience, availability, specific skills, and more to deliver personalized experiences and better outcomes. And because Dynamic Assignment combines digital and human resources, it allows companies to scale back the need for designated resources, making it more cost-effective, reliable and efficient.
Automate and Scale
A CS platform can also help you stay in touch with your customers throughout their journeys with specific, relevant content that is personalized specifically for them, allowing you to increase engagement and adoption without increasing your team size. Customer success automation uses customer data to trigger actions, either automated actions or task prompts sent to your team members, which drive proactive, personalized engagements that create a more consistent experience.
Totango leverages customer segmentation technology to automatically send digital communications like welcome emails with resource materials, specific offers that align with behavior patterns, renewal reminders, personalized training offers, and NPS follow-ups. Rather than being robotic, these messages are designed to fit the specific needs of the users, sometimes before they even realize they need assistance. This type of automation allows you to scale your customer success operations by delivering one-to-many low-touch programs so a single CSM can handle more accounts, thus allowing you to scale your resources without scaling your team.
Do More with Less with Totango
In order to serve the needs of your customers and create value as efficiently as possible – especially during an economic downturn – you need a CS solution that allows you to get the most out of all of your resources without adding more headcount. Totango helps you do all of this and more! Sign up for Totango for free today and see how we can help you empower your entire organization to become CS creators, providing exceptional customer experiences across the entire journey.