Looking to turn customers into loyal brand enthusiasts?
There’s one highly efficient and valuable tool you need for your business — customer success software! In a time when customer experience trumps all other facets of what a business can offer, brands have to prioritize the people who keep their lights on.
Happy customers are more important than ever!
Whether you’re dealing with unexplained churn, low satisfaction rates, or challenging customer pain points, customer success software can help solve problems and put your customers at the forefront of everything you do.
Let’s explore the ins and outs of customer success software, its benefits for business, and how to find the most effective software for your specific needs.
Defining Customer Success
First and foremost, what is customer success? This term depends on your business model, product or service offering, and what industry you’re in.
However, the general term refers to how businesses anticipate customer challenges and provide support. In prioritizing customer success, businesses can improve customer retention, reduce churn, and foster a brand based on loyalty, feedback, and satisfaction.
What is Customer Success Software?
According to Zendesk, nearly 81 percent of businesses identify customer experience as a growing priority. What this means is
Customer success software is used by businesses of all sizes and industries to improve and manage the customer experience at every stage. Customer success software offers the following features and capabilities:
- Monitor and manage customer journeys
- Product usage analytics
- Onboarding tools and support
- Customer feedback, surveys, and NPS scores
- Customer support management
Using customer success management software, businesses can access data and insights to avoid issues entirely and reduce the necessary touchpoints related to these customer issues. Let’s discuss just how customer success management software can help your business thrive.
How Customer Success Management Software Can Help Businesses
How exactly does customer management software help you level up your internal and external processes? Keep reading to find out.
Improve Customer Satisfaction
Customer success software provides valuable insight into customers’ behavior, wants, and needs, allowing for a more personalized experience when they interact with your brand.
As you can identify individual pain points, internal teams can make changes (product updates, bug fixes, ramp up customer support) to improve the customer experience and generate happier customers.
Reduce Churn
Churn is the greatest fear of most businesses, and it’s no secret why. The more customers you lose, the more you must invest in finding and keeping new customers.
If your customers stop using your product or service, the software will pick up on this and notify your team through the platform. This opens the door for communication where you can ask for feedback from the customer or provide support to get them back online. Rather than losing the customer entirely, your Support team can salvage the relationship by proactively reaching out and solving the problem.
Foster Brand Loyalty
As you provide stellar service thanks to your trusted customer success software, you’ll create an environment where customers feel supported, seen, and heard. Their opinions and feedback are valued and their needs are met.
In doing so, you’re fostering significant brand loyalty and creating
Grow Revenue
Customers who are satisfied with a product or service and feel appreciated and valued are more likely to stick around for the long haul. Additionally, these customers are more open to upselling and
Finding the Best Customer Success Software for Your Business
There are a few great tools available that can help your business improve customer satisfaction. Top names include Zendesk, GainSight, Vitally, and Staircase AI. These platforms offer various features and functionality, but you can typically expect the following from each one:
- Customer data management
Self-service options- Customer segmentation
- Dashboards and
real-time reporting - Feedback and surveys
- Workflow automation (AI)
As you shop around for the
Integrations
The software you select should seamlessly integrate with other tools you use regularly, including your CRM and customer service tools. If integration is challenging, your agents will have to switch back and forth between platforms to adequately resolve issues, which can be a huge headache and a waste of their time.
Data Security
Since customer success software leverages customer data, security is paramount. Dive deep into each platform’s security measures and how they safeguard private data for their clients. You should be able to ask questions about data encryption and industry compliance to ensure your customers’ information will be secure.
Usability
During demos and sales pitches, pay attention to how
As you shop around, pay attention to the service you receive from each business, how responsive the sales team is, and the general feel and functionality of each platform’s interface. Many software companies offer free trials so you can get in and explore while using your existing technology to ensure it’s a good fit.
Bolster Customer Success & Satisfaction with Ecwid
Ecommerce platforms are a dime a dozen and it’s challenging to wade through the noise to find the one most suited for your business needs and goals. That’s where Ecwid comes in. Our platform supports brands by selling anywhere online, from social media sites to a company website, marketplaces, and much more.
Reach customers where they spend the most time online, improve the customer experience, and grow your brand with Ecwid. Get started today!
- Customer Service in Ecommerce: The Best Practises
- What is Client Nurturing and How to Get Started
- Customer Satisfaction: Importance, Examples, How to Measure
- Ecommerce Personalization: Tips, Tricks and Benefits
- How to Handle Negative Feedback
- The Art of Positive Communication in Customer Service
- How AI Is Changing Customer Service
Self-Service: An Affordable Way to Scale Customer Support- Building Strong Customer Relationships
- What Customer Success Software You Need for Business