Helping our customers get the most out of our product is our top priority here at Rainforest QA. That’s why we have a customer success team dedicated to making sure that each new customer has the tools and knowledge they need to let Rainforest make a positive impact on their QA. In this blog post, we’ll share a few of the techniques that we use to make sure that Rainforest customers ramp up successfully and start seeing results from the Rainforest platform.
At Rainforest, we encourage cross-functional participation and/or active listening in these meetings, so all teams understand how the external world perceives our product. Everyone on the team has open calendars, making customer and sales calls easy to join.
Providing phenomenal customer support should be every customer success team’s #1 priority. We use Intercom to manage customer support and absolutely love it because we prefer the casual nature of live chat that allows us to establish closer ties with our customers, and because it provides transparency across the company issues our customers are facing.
Having a customer reach out to you with a question can be an indicator that you may have a gap in your documentation or gap in the product. The fastest way to learn about your customer and what they want to see from your platform is through customer support.
We try to keep our response time for customer support within 15 minutes of the request. Intercom tracks if we are staying on track. Over the weekends, we take turns keeping an eye out on for issues and ensure a customer that we will be looking into an issue and get back with a resolution as soon as we can during working hours. Our developers across the world help us during hours where we are offline in California.
The customer success team meets with all Rainforest account execs (AE) and our Head of Sales at the beginning of each week to ensure we’re closely aligned on our pipeline, state of our current customers, and what we can do to work together to improve at-risk accounts.
Each AE fills out a list of important questions about why a customer decided to use Rainforest, and how they want to measure the value of the platform. Before we sign each new customer, a member of the customer success team joins a pre-close call with the AE so we can introduce ourselves and set expectations. Sales joins our on boarding call so they can continue their relationship with the customer on their Rainforest journey.
The most valuable way you can spend your time in customer success is face-to-face. If it’s possible to get in the same room with your customers, you’ll kick-start your relationship right from the start. We like to schedule an in-person on boarding and training session with them during the first week of their kick-off.
How we approach each on-site:
The customer success team is the voice of the customer within the company. To be successful, you must both understand how is the product actually being used and what would enable your customers to gain even more value from it in the future.
You will hear a lot of concerns, complaints, suggestions, and advice on where to take the product. Learn to differentiate the signal from the noise and take steps to ensure that the team is staying up-to-date on how customers are evaluating you. We send a weekly customer success team update to the whole company with a recap of the feedback we received from customers the week prior, and what we are planning to do about it.
At the end of the day, every team member must have a vested interest in keeping customers happy and seeing ROI. Customer success plays a huge role in pushing the customer agenda internally, so it’s your responsibility to keep your company up to speed.