The difference between a good experience and a great one with a company is how that organization treats their clients after the sale is done and the contract is signed.
Customer Success is something that is not as commonly discussed but makes all the difference when it comes to the long-term client experience. Once a prospect becomes a client, it's important to prioritize their needs as well as the overall experience they will have with the platform. At Botsplash, #BeThereForYourCustomer is something we live by, not only in how our platform was designed, but also in how we want each of our clients to feel when interacting with any member of our team.
We’ll Be There
One of the Botsplash platform’s main goals is to ensure you are where the customer is and minimize the time it takes to respond. We take that goal very seriously, so much so that we also keep that in mind for our client experience. Whether you are looking to ask a few questions or troubleshoot a concern, our client success team has created a seamless process for you to reach out or submit a support ticket. From there, our team will contact you as soon as possible to help troubleshoot or discuss any new changes you want to implement. All around, the team ensures that we are accessible and there to support you.
When you think of the role of a client success or client support team, most will come to the same answer: to help troubleshoot any issues as they arise. However, there is so much more to it. Client Success is designed to work with your team to solve problems and help your team maximize its potential while utilizing our platform. Our team will schedule frequent check-ins with clients to discuss any questions and to talk about what can be done to help improve the processes already in place. We also love feedback and are always looking for additional ways to improve, which means taking the time to discuss what's working great and what clients would love to see next. We grow when you grow.
The key to utilizing a platform to its highest potential is staying in the know of best practices, updates, and changes. We give you all the tools you need to succeed by offering onboarding training for management and users and quarterly refresher training sessions to ensure that your team is always in the know about any updates, new features and tips and tricks for daily use. Additionally, we put the power in your hands by giving managers access to reporting within the platform - this will provide you with the ability to track any metrics that make sense for your organization as well as track the overall success you've seen since using Botsplash!
The overall client experience throughout their time with a company is the difference between a temporary client and a lifelong partner. Our client success team is here to assist with any issues or concerns that may arise. We help you take your organization to the next level by offering consultation for strategic changes and ongoing education opportunities to ensure your team is always in the loop.
If you want to learn more about our platform and how we can help, please reach out to schedule a demo. We can’t wait to connect with you!