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.
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
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 great very honest blog
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.
We believe team members, especially those in charge of customer success, should learn some technical skills so they can confidently talk to and understand our clients.
It's a very simple but powerful process.
If you want to learn those skills then see the exact simple steps on how our customer success manager learned to code
Uberconference is one of the free tools we use for video conferencing. They have 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 profile. This saves us from the back and forth 'where and when' conversation.
We use it regularly to chat to existing and prospective clients. It's a practical tool and it's free.
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.
Yes, our own tool is a core interactive onboarding tool for customer success managers.
When apps have layers of features or settings it takes people time to get used to them.
What happens when someone is not aware or does not understand your features?
They ask questions or they get frustrated and leave or more commonly, they don't use those features and so don't get the full benefits of the product and they churn.
Upscope is interactive screen sharing.
When the customer doesn't understand all the options in your settings you can draw a circle around a feature while explaining it's use. You can click and scroll for them to take them through the site.
We've set up a 'walk-through' process where, if they wish, we can take a client through the settings page and explain how to set and use each option.
What's great is that the client themselves is doing the clicking and we're highlighting where to click using the pen tool.
This is saving us an incredible amount of support time and we get to explain the product one to one.
The biggest users of Upscope?
Our stats tell us it's customer success and account managers.
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.
In terms of customer success this is a really odd but powerful tool.
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.
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