Customer Success: How To Maximize Team’s Alignment And Collaboration?

Quick dive into the Successeve Unified Inbox

Customer success is the epitome of teamwork.

And whether your approach to your customers’ success is low touch or high touch doesn’t change the fact that people – and not machines – are working everyday towards this goal.

In this process, alignment and collaboration are key.

The only way to ensure alignment and collaboration is by providing a digital workspace in which the customer success team is able to :

• Be notified in a timely manner of all important customer updates
• Communicate with its customers through different channels
• Organize and assign daily tasks to oneself and team members

As a result, Inbox has become a key feature of Salesmachine.

It provides the “all-in-one” workspace teams need to drive & manage their daily tasks.

Alerts, reminders, playbooks, tasks, emails, chat messages and support tickets are gathered and organized in 3 main sections: Conversations, To-Do and Notifications.

Conversations

Opening the Conversations tab is a real time-saver for customer success teams.

Hence it is the first thing you should do while opening your computer in the morning.

Conversations provides a 360° spam-free view of your customers’ interactions: emails, chat messagesand support tickets.

Aggregating the different conversation channels used by your customer all in one place guarantees you never miss out on an opportunity to educate, support and improve your customers’ experience.
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Emails

Thanks to the Gmail and Outlook integrations, this section of the Discussions tab displays every email attached to a contact – or an account (as you like)

Naturally, the contact’s email address must be present in Successeve in order to display the conversation.

Email Rules:

• Tick the white box if you already answered to this email via Gmail
• Snooze the email (use the ‘…’ button)
• Reply to the email (‘reply’, ‘reply all’ or ‘forward’)
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Chat

Conversational marketing channels are increasingly popular – and a great way to communicate with customers.

We integrate with Intercom and make it possible for customer success to send and receive chat messages directly from and into Successeve Inbox.
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Tickets

Sometimes something is cooking…and the bulk of the conversation with a customer is taking place in support tickets.

While a customer’s ticket is being processed and answered by the support team – other discussions with the customer with his CS, such as renewals, should not stop. It is however crucial to be aware of the problem pointed out in the ticket and be able to monitor the resolution process.

Being able to see the customers’ tickets into the customer success Inbox is thus a very important asset to collaboration inside the CS team and between the company’s teams.

And a necessity if one wants to avoid major “faux-pas” regarding customer relations.
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To-Do

Tasks

These are the actions that have been manually generated by a team member.

You can filter your tasks by their due dates or status (Today, Overdue, Tomorrow, This week, Next week, All or Completed)

Once the task is complete, you can tick the white case. It will disappear from that specific section but will remain in the customer profile and taken into consideration in the Productivity Report.

Here are other things you can do:

• Display / Hide notes in order to get the details of the tasks
• Edit the tasks (Edit button)
• Get a preview of the account/contact attached to this task (Preview)
• Go directly to the account/contact profile page (here it’d be Successeve)
• See who this task belongs to (picture on the right)
• Snooze or delete this task ( use the ‘…’ button at the very right)

Playbooks

Playbooks are tasks that have been automatically generated by customer status or behavior.

Playbook Rules – Capabilities

• Filters your playbooks by their due dates
• Tick a box when they’re done
• Quickly see at which step you’re at (thanks to the green line)
• Add a task
• Display / Hide notes in order to get the details of the tasks
• Edit the tasks (Edit button)
• Get a preview of the account/contact attached to this task (Preview)
• Go directly to the account/contact profile page (here it’d be Salesmachine)
• See who this task belongs to (picture on the right)
• Snooze or delete this task ( use the ‘…’ button at the very right)

About Inbox capabilities, Kristell Cormarie, Head of Customer Success at Agorapulse explains that “we can create workflows to automate tasks (for example, send email reminders 3 months before yearly renewal to our lowest plans) or playbooks to build automatic processes for my team (for example, detect a payment issue for a yearly client and automatically assign a task to the client owner).”
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Notifications

These are the crucial information about your customer’s experience you must be made aware of at all times. Notifications help you act when customers need attention.

The triggers are defined in your notifications settings.

Notifications cover:

• Status changes (from Trial to Paying)
• Usage basic informations (last connection)
• Health changes
• Completion of events
• ….

Forewarned is forearmed!

Pro tips

from Thomas, Customer Success Manager @Successeve

“Opening Inbox is the first thing I do in the morning.

First, I check all the unreads in Discussions – to be up to date with my portfolio

My days are busy and I know that once I’ve started it and dived deep into my tasks it is much more difficult to resurface.

That’s why the Discussions are so important and should be looked at first thing in my opinion.

In a few seconds, I can click on any of my accounts or contact and discover all the communications with Successeve – from every possible entry points (Gmail, Intercom, Zendesk…)

And I believe this knowledge to be paramount to my customers’ success.

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