What if you could make your customers more successful while you sleep?
Web self-service is an established practice for technical support organizations looking to deflect low-value support cases. But customer success organizations can deploy knowledge and tools to a higher purpose,
self-success—helping customers receive and perceive more value from your offerings with knowledge and automation, at scale. In this interactive session, we'll discuss the hows and whys of self-success:
- What are the strategic drivers for self-success?
- What does success look like, and how do we measure it?
- What content, services, and technology are required to help customers achieve business outcomes, rather than just fix problems?
- Can we extend the current support knowledge base, or is this a fundamentally different offering?
- What’s the business model? How does it fit into our other Customer Success offerings? Do we risk cannibalization?
- How do we encourage customers to use our self-success offerings? What kind of help will they find most useful? What will they be willing to take on themselves? (Giving people nutritional information doesn’t automatically make them thin.)
- Does a self-success offering undermine the work of our CSMs?
Learn from industry colleagues, and share your questions, observations, and experiences.
