Part 1: What Happens After TeamSupport Onboarding? The Resources are Endless!
From a global customer success team to a robust knowledge base, here at TeamSupport we want to make sure you get the most out of our B2B (business-to-business) customer support solution. In this blog series we’ll walk you through what to expect after the onboarding process as well as all of the resources available to you and your support team. I’m a person who enjoys mysteries and puzzles, but I certainly wouldn’t want your experience with using our platform to be either one!
Focus on Success
Once we officially welcome you as a TeamSupport customer you will be assigned a dedicated Customer Success Manager (CSM), who focuses on—you guessed it—your success! The goal of your CSM is to help each member of your B2B customer support team be better at their job and provide your customers with better service.
The key to ensuring your success is for us to be proactive, keep the lines of communication open, and make the most efficient use of your time.
Proactive Approach: Your CSM will take a proactive approach to the relationship. They will begin by participating in the onboarding process with your team. This is not a one-off event. We are happy to provide “re-onboarding” to anyone who would like a refresher on how to use each of the tools within the TeamSupport platform, or any time you add new team members.
Open Communication: From there, your CSM will have a quarterly scheduled call to answer any questions you have, follow-up on any past issues that might still be outstanding, and, most exciting, offer tips on how to maximize workflow efficiencies and cost savings. But sometimes, unanticipated, and more complex issues may arise—it’s the nature of B2B customer support. In those cases, we’re here for you. We welcome you to reach out to your CSM directly.
Valuing Your Time: Part of building solid relationships with our customers is to really get to know you. This means using the tools within our TeamSupport system to see the history of your tickets, anticipate where you may need some extra attention, and have a pulse on your business, including how we can help you scale. In other words, we are super-sleuths uncovering all clues! That way we can get right down to business on our calls and make the best use of your time.
Your CSM is your champion, fighting to add a new feature that you are requesting or working alongside the development team to solve a problem.
In Part 2 of this series we explore all of the resources available to TeamSupport users.
About the Author:
Amanda Jones is a Customer Success Manager at TeamSupport. A bit of a plant lady who loves mysteries and puzzles, she uses her passion to solve problems to help her customers stay successful.