Guide for Customer Success
This guide is designed for existing Prodsight customers who are already familiar with the tool. If you're new to Prodsight, make sure to check out our Starter Guide first.
Customer Success Managers are responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.
Prodsight can help CSMs automate their qualitative insights from various customer feedback sources such as support tickets, surveys, reviews, and more. In this guide we discuss three approaches with practical examples you can try in Prodsight.
1. Track churn reasons
It might be too late to save customers who reached out with churn intent but understanding why they churn could help you identify structural problems that if addressed will prevent further customers churning.
| Topic | Purpose | Keywords to try |
|---|---|---|
| Cancellations | It might be too late to save customers who reached out with churn intent but understanding why they churn could help you identify structural problems that if addressed will prevent further customers churning. | cancel account, cancel subscription, delete account, downgrade, money back, pause account, refund, return, stop billing |
Customers mentioning competitors could be an early sign of churn. Listening to the concerns raised by these customers will give you an opportunity to address any issues before they churn.
| Topic | Purpose | Keywords to try |
|---|---|---|
| Competition | Customers mentioning competitors could be an early sign of churn. Listening to the concerns raised by these customers will give you an opportunity to address any issues before they churn. | alternative solution, competitorlook alternative, rival, switch |
2. Identify product friction points
Technical issues always leave a bad taste, especially if they occur frequently or at a critical time. Tracking these issues will help you understand how product defects are affecting the customer experience and give you "ammunition" when collaborating with the product team.
| Topic | Purpose | Keywords to try |
|---|---|---|
| Technical Issues | Technical issues always leave a bad taste, especially if they occur frequently or at a critical time. Tracking these issues will help you understand how product defects are affecting the customer experience and give you "ammunition" when collaborating with the product team. | 403, 404, 500, blank screen, broken, bug, can't access, crash, doesn't work, error, glitch, issue, not loading, problem |
Understanding which features attract the most questions and issues will help you identify what matters to customers most and help you inform onboarding and customer success initiatives.
| Topic | Purpose | Keywords to try |
|---|---|---|
| Features | Understanding which features attract the most questions and issues will help you identify what matters to customers most and help you inform onboarding and customer success initiatives. | [name of feature]featurefunctionintegrationproduct |
Usability is a big part of the software and physical products as well as marketing websites. Removing friction here will help increase the overall customer experience.
| Topic | Purpose | Keywords to try |
|---|---|---|
| Usability | Usability is a big part of the software and physical products as well as marketing websites. Removing friction here will help increase the overall customer experience. | button, design, difficult to use, easy to use, hard to use, layout, screen, UI, UX |
Tracking common user questions and friction points will help you improve your user education material such as knowledge base, canned responses and bot replies.
| Topic | Purpose | Keywords to try |
|---|---|---|
| User Education | Tracking common user questions and friction points will help you improve your user education material such as knowledge base, canned responses and bot replies. | assistance, can't, confused, help, how do I, how to, no way to, training, way to, webinar |
3. Drive account expansion
Account expansion is an important goal for many CSMs. Understanding questions asked by customers who reach out with upgrade intent will help you improve education around your pricing and plans to make it easier for users to upgrade.
| Topic | Purpose | Keywords to try |
|---|---|---|
| Upgrades | Account expansion is an important goal for many CSMs. Understanding questions asked by customers who reach out with upgrade intent will help you improve education around your pricing and plans to make it easier for users to upgrade. | change plan, increase usage, upgrade plan, upgrade subscription |
In the world where products quickly become commoditized, pricing will be an important factor which will impact on buying/expansion and churn decisions. Understand how people feel about your pricing might spark ideas for optimization.
| Topic | Purpose | Keywords to try |
|---|---|---|
| Pricing | In the world where products quickly become commoditised, pricing will be an important factor which will impact on buying/expansion and churn decisions. Understand how people feel about your pricing might spark ideas for optimization. | budget approval, can't afford, cheaper, plan, cost, discount, expensive, little value, no budget, not enough value, poor value |
Hopefully, you found this guide useful and it inspired you to create some new topics. If you'd like more tips and tricks on creative ways of using Prodsight be sure to check out our other articles on the Help Center and blog and subscribe to our newsletter.