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Replying to customer support interactions to drive growth

Traditionally, support training biases towards answering questions thoroughly but quickly. Support professionals look at the story of the customer as they are and who they are to best solve their problem, but not what or who they could be.

Here are some tricks and tactic used to reply to customer support interactions in a way that drives growth, a key tactic to executing a Support Driven Growth strategy.

Mo McKibbinApril 26, 2020customer success, customer experience

Crafting customer journeys

Being proactive in support is not randomly checking in asking “is there anything I can help you with?” In order to deliver the the kind of proactive support that drives growth, you need to understand what behaviors lead to a successful, happy customer. You also need to know what customer behaviors look like drowning. To do this, yo need to create what is known across the industry as a customer journey.

Mo McKibbinApril 26, 2020customer success, customer experience, customer journeys

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