Below we'll list the apps we use and why we use them at Upscope where, over the last year, we've focused on customer success as a core strategy.
Baremetrics for MRR, Churn and more
Baremetrics shows us how much money we're making, how many customers we have paying us, how many come and go each month and lots more.
It's the heart monitor for SaaS companies.
In more technical terms, it helps us watch our MRR, ARR, LTV, Churn and more.
There are additional features but right now we're using it as a clean and clear dashboard of our health.
Check out both Baremetrics and their very honest blog
Intercom for onboarding emails, surveys and live chat
For customers, Intercom is a simple chat box.
For companies, it's the heart of all their customer communications including their entire set of onboarding emails and their help centre.
To explain it another way, we don't use email to communicate with customers anymore, it's all done via Intercom.
We use it for chatting to customers as a team, for sending sequences of onboarding emails, for educating users via our help centre and it's linked into other systems like our admin panel.
We use it daily.
How does it act as a customer success tool? Here's a list of 12 great ways to use Intercom as your customer success tool
SEMRush for understanding customer context
In terms of customer success this might seem an odd addition but our customer success manager uses it daily.
If you want to understand your customers, go see their website's traffic, how people reach it, what they advertise and what keywords they themselves target. You can do this all with SEMRush.
It'll give you a clue as to their motives and aims faster than a 100 questions.
We use this daily, not only for SEO and content marketing but for understanding both customers and competitors.
See how big your customer or your competitor's traffic is and then learn lots more about them.
Upscope for seeing what customers see
Upscope is for seeing what customers see, instantly, without downloads.
Not only can you see what they see but also use your mouse on THEIR screen to browse with them, as if you're sitting right there.
Upscope is no-download interactive screen sharing for one to one onboarding and support.
It helps customers subscribe, stay, use the app more and talk about you positively.
Calendly has 2 million monthly users.
It saves us all the pain of scheduling meetings.
We offer demos and customers can sign up and choose a time and it automatically checks our calendars for availability and books them in with one of us.
This is how it always should have been.
We set our availability and people can book times with us. It just works.
You've probably already heard of it or are already using it and if you're not then give it a go, I can't recommend it enough.
Uberconference and Google meet
Uberconference and Google meet are some of the free tools we use for video conferencing. Uberconference has a paid version but right now the free version works fine for our needs.
We've got a process set up with Calendly where anyone booking a meeting gets an automatic link to our Uberconference or Google Meet profile. This saves us from the back and forth 'where and when' conversation.
We use them regularly to chat to existing and prospective clients.
A customer success health score system
We didn't start off with a customer health system but now we we can't live without one and had to build our own.
What does it do for us?
Rather than make assumptions about who likes Upscope, we have a customer score made of a number of factors that show a customers health. This helps us with knowing the following:
- We know who our top users are.
- We know who is going to cancel because the health score is low.
- We know which new clients have successfully implemented and started to use the service and so might be excellent sources of testimonials.
We've used Camtasia extensively in recording and re-recording videos to help explain the product or specific features.
Many people don't want to have onboarding conversations with team members, they just want a video or simple instructions. Camtasia videos are one way to do that.
Our customer success manager has become quite a specialist in the various cool effects it allows and even I, with my basic skills, can create a professional looking video.
If you don't want to go through layers of management to create a video that your customers need, use Camtasia and be patient for the first day.
Slack might be a team communications tool but it's also our special notifications centre.
Having tied it into some of our other systems, we get notifications of incoming demos, upgrades, cancellations and other things we might need to react to quickly.
For example, we don't get many cancellations and the churn rate is relatively low thankfully. We've set up a notification for cancellations and if someone does cancel, we'll look into their history and figure out if they were someone who really did use the product. If they did, then it's worth following up with them to understand why they cancelled.
This will look like an odd addition to the list.
Atom is a text editor used by programmers. It's listed here because our customer success manager learned to code in the first 3 weeks she was here.
If you want to learn those skills then see the exact simple steps on how our customer success manager learned to code
We believe team members, especially those in charge of customer success, enjoy learning technical skills so they can confidently talk to and understand our clients.
It's a very simple but powerful process.
Other tools we use though not stricly customer success focused
We moved our blog to Ghost, from Medium.
Ghost is written using markdown and while that might take a little getting used to, it quickly becomes second nature. Markdown translates to very clean html, avoiding the usual mess that visual editors add.
Ghost blogs, using the regular themes, load at incredible speed and while I don't know a great deal about it, it uses Google AMP for better mobile speed.
However, more than anything, we have more control over analytics, ads and layout whereas Medium is very restrictive.
Yup, we're still going to use Medium but by 'importing' our new Ghost blog posts to it a couple of weeks after they've been written.
Medium automatically sets the canononical url to the original blog post so it does not impact SEO and Google lists that rather than the imported post.
We get the advantage of the Medium network without the loss in control.
Statuspage is a rapid way of letting customers know if your app is down or if parts of it are having problems. It's default for many SaaS apps.
If you're wondering if you've got your pricing correct then see 25 companies show you their best SaaS pricing models