{"id":5967,"date":"2019-02-14T12:30:00","date_gmt":"2019-02-14T12:30:00","guid":{"rendered":"https:\/\/www.walkme.com\/blog\/?p=5967"},"modified":"2023-05-02T15:45:17","modified_gmt":"2023-05-02T15:45:17","slug":"digitize-your-customer-success","status":"publish","type":"post","link":"https:\/\/www.walkme.com\/blog\/digitize-your-customer-success\/","title":{"rendered":"How to Digitize Your Customer Success Activities"},"content":{"rendered":"

There is a lot of talk in the Customer Success (CS) domain about using \u201ctech-touch\u201d to scale CS operations. Tech-touch, or the integration of digital tools to improve customer touch-points, promises to improve the effectiveness of the CS department and raise customer satisfaction.<\/p>\n

But the key for me is to not think of this as simply incorporating new digital tools \u2014 but striking a balance between digital and human touch-points<\/a>.<\/p>\n

I was recently given the following challenge:<\/p>\n

\u201cWhat approach will you take to scale CS for 2,000+ users, dispersed across Canada West and APAC?\u201d<\/em><\/p>\n

After designing the approach, the plan was to leverage it for an initial global rollout of 25,000+ users and then release to the external market.<\/p>\n

This was quite a mission. In some ways, I was lucky as I had the opportunity to build something new. But it is equally helpful to have existing CS programs in place to leverage lessons learned over time.<\/p>\n

When it was time to break down my approach, I realized finding this balance between human and tech-touch<\/strong> would be the pinnacle. Successful software onboarding<\/a> is critical to CS \u2014 without understanding when to rely on digital tools and when to keep the human touch front and center, digitizing the onboarding process simply wouldn\u2019t work.<\/p>\n

Dive Deeper: How to Keep Up With Customer Expectations in Fast-Evolving Digital Markets<\/a><\/strong><\/em><\/span><\/p>\n\n

Building a scalable onboarding framework<\/h2>\n

You need to know what your CS activities are before you can start thinking about digitizing them. And for this, you need to draw on high- and mid-touch programs.<\/p>\n

The 7 steps I followed were:<\/p>\n

\"customer<\/strong><\/p>\n\n

    \n \t
  1. Understand the platform functionality \u2014<\/strong> from various end-user personas. Learn what your platform does \"customerand how users will engage with it.<\/li>\n \t
  2. Map learning and onboarding paths \u2014<\/strong> It is important that you spend time \u201cwalking in the user\u2019s shoes<\/a>\u201d and don\u2019t just assume they will know how to use the platform. You will also want to monitor their platform activity as well as the learning goals\/outcomes to ensure your users receive the right education.<\/li>\n \t
  3. Reflect \u2014<\/strong> Review your strategy and learning plan before taking the next step.<\/li>\n \t
  4. Create content \u2014<\/strong> Don\u2019t plan to do everything on Day 1. Start with one module, one email, one lesson, one user persona. But most importantly, create all content from the user\u2019s perspective \u2014 what will draw them to invest their time in reading, watching, learning this content?<\/li>\n \t
  5. Identify the right technology to deliver this content \u2014<\/strong> This can be done in parallel with writing the content. The reason I have put it after is that you need to understand the user\u2019s experience and how you want to engage with them before you know which technology solution(s) are going to be right for you.<\/li>\n \t
  6. Put your plan to the test \u2014<\/strong> In my experience, you can walk in your user\u2019s shoes all day, but that doesn\u2019t mean you know how they will react to your content. Roll out your content to a pilot group who will provide you with honest and constructive feedback.<\/li>\n \t
  7. Analyze results and implement improvements \u2014<\/strong> Are your users using the platform more? Have they started trying the new functions you are promoting? What is the impact of your program? Review the results<\/a> and if necessary modify the content to achieve a better result.<\/li>\n<\/ol>\n

    Support the human element with an effective digital solution<\/h2>\n

    When it comes to finding a balance between the integration of new digital software and maintaining the human touch, my main pieces of advice are:<\/p>\n

    <\/p>\n\n