Are your CSM chatting with clients?

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  • Updated 6 months ago
Polling for your experience with CSMs using chats to communicate with their customers.

Is this being done with a specific group of clients - high touch, low touch, tech touch?

Do you find that making the CSMs reachable through this means works well with scaling?

What advantages and challenges did you come across for the Customer Success world?
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Diane Morneau

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Posted 6 months ago

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Ben, Champion

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Yes , I have these same questions/interests. I'd add this question as well:
  • If you are having your CSMs chat customers, what service(s)/tool(s) are you utilizing?
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Courtney Hauser, Employee

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Hi Diane!
Great question – I'm also interested to see how others are seeing success with Chat - Thanks for posting!
One thing I'd love to chat with you more about - When working with clients on the Outcomes Health Element, we help set up 4 scorecards related to the DEAR framework (Deployment, Engagement, Adoption and ROI). With regard to Engagement, we recommend as best practice to focus on ensuring the right stakeholders at the client on a regular basis, e.g.:
•    [High Touch] Number of Exec Check-ins
•    [Low Touch] Exec email opened / Exec event/webinar attended.
So obviously the type of stakeholder you’re wanting to reach with a Tech-Touch and what outcomes you’re trying to achieve via Chat will be important to determine if that’s the right approach for that set of stakeholders.
I’d love go through the specific outcomes you're looking to achieve and help identify the right stakeholders for this type of tech-touch. Let me know if you'd like to set up some time to chat!