guide to customer success with inapp messaging
Post on 15-Feb-2017
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Quick Glance
Why CSMs Require In-App For Customer Success?
• Take Hand-Off From Sales• Be Available For Customers• Reduce Customer Friction• Increase Usage Of App Features• Track Metrics For Customer Satisfaction• Experiment With Best Practices
If you’re a Customer Success Manager, you’re responsible for the above. Here’s how in-app messaging can make your life easier.
It is 6-7x costlier to
attract new customers
than retain existing
customers33% of
consumers would
recommend brands that provides a
quick responses
A 10% increase in customer retention
levels equals a 30%
increase in the value of the company
Apps that send in-app messages show 2-
3.5x higher user
retention
Apps that send in-app messages show 27% more app launches than apps that don’t
Why Do CSMs Need In-App For Customer Success?
Know Your Customer
Plug Information
Gaps On An
Integrated Platform
Build Context In
Your Conversatio
ns
Take Hand-Off From Sales
Situation: When Sales assigns customers to you and your team and says, “Fix metrics”
1 2
3
Take Hand-Off From Sales
Plug Information Gaps On An Integrated Platform
Source: Salesforce with Intercom Integration
1
Know Your Customer
Take Hand-Off From Sales
Source: Nudgespot In-App Messaging Platform
2
Build Context In
Your Conversatio
ns
Take Hand-Off From Sales
Source: Nudgespot In-App Messaging Platform
3
Use Preemptiv
e Messagin
g
Save Time On Calls &
Tickets
Ask For Feedback & Preference
s
Reduce Customer Friction
Situation: When customers are stuck while using your product / service
1 2
3
Reduce Customer Friction
Save Time On Calls &
Tickets
Source: Nudgespot In-App Messaging Platform
1
Reduce Customer Friction
Ask For Feedback & Preference
s
Source: Baremetrics
3
Increase Usage of App Features
Send Triggered / Broadcast
In-App Messages
Reward Highly Active Users
Avoid the Renewal
Time Scramble
Think Through Your
Messaging Practice
Identify & Engage
Users Likely To Churn
Encourage Upsells / Upgrades
Situation: As a Customer Success Manager, you have to increase usage of your app or product
Initiate Conversations Based on Interest & Behavior
1 2 3 4
5 6 7
Send Triggered / Broadcast
In-App Messages
Source: LinkedIn
1
Increase Usage of App Features
Source: Nudgespot Blog
Start Conversations Based on Interest & Behavior
2
Increase Usage of App Features
Think About Your Messaging Experience
Source: LinkedIn Mobile App
Increase Usage of App Features3
Avoid the Renewal
Time Scramble
Source: Nudgespot In-App Messaging Platform
4
Increase Usage of App Features
Source: Nudgespot In-App Messaging Platform
Identify & Engage Users
Likely To Churn
5
Increase Usage of App Features
Increase Usage of App Features
Source: Agile Web CRM
Reward Highly Active Users
6
Increase Usage of App Features
Encourage Upsells / Upgrades
Source: Dropbox
7
Be Available For Customers
Assign Tasks &
Conversations
Use A Shared Inbox
Use Customer Profiles
For Context
Respond On The
Go
Skim Through
Conversation History
Situation: You need to be available when customers need you the most
1 2 3
4 5
Be Available For Customers
Use A Shared Inbox
Source: Nudgespot In-App Messaging Platform
1
Be Available For Customers
Assign Tasks &
Conversations
Source: Nudgespot In-App Messaging Platform
2
Be Available For Customers
Use Customer
Profiles For Context
Source: Nudgespot In-App Messaging Platform
3
Be Available For Customers
Skim Through
Conversation History
Source: Everlane
4
Track Metrics For Customer Satisfaction
Customer Sentiment Analysis
Net Promote
Score
Prioritize Your
Customer’s
Success Above All
Response Times
User Engageme
nt
Situation: When you don’t know how to track metrics for customer success
1 2 3
4 5
Net Promoter
Score
Source: LinkedIn Pulse
1
Track Metrics For Customer Satisfaction
Customer Sentiment Analysis
Source: Clarabridge
2
Track Metrics For Customer Satisfaction
User Engageme
nt
Source: Nudgespot In-App Messaging Platform
3
Track Metrics For Customer Satisfaction
Prioritize Your
Customer’s Success
Above All
Source: Twitter
5
Track Metrics For Customer Satisfaction
Experiment With Best Practices
Test Welcome Messages
Gamify Your SaaS
Build A Rapport
Make Your Customer
A Rock Star
Use Triggered Messages for Dead
Ends
Ask For Feedback
Respect Customer
Preferences
Situation: You want to experiment with the best practices in customer success
1 2 3 4
5 6 7
Respect Customer Preference
s
Source: Nudgespot In-App Messaging Platform
4
Experiment With Best Practices
Make Your Customer
A Rock Star
Source: Localytics
6
Experiment With Best Practices
Use Triggered Messages for Dead
Ends
Source: Freecharge
7
Experiment With Best Practices
Get More Tips On Customer Communication & In-App Messaging
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