How Customer Success can benefit from AI? 24 Tips to Scale CS through Digitalisation
The rise of AI caused CS teams to be in pickles of its challenges and benefits. How do we use it to our advantage?
With over 400 attendees at our Customer Success Snack Events, and companies like LinkedIn, Shopify Plus, Zoom and Zendesk, participating in the discussions, here are the insights we’ve gathered.
Scaling CS through digitalisation is paramount for companies and businesses all over the world, given the ever-changing and growing demands of the market. CS teams have been mitigating the effects of rapid technological changes and innovation, leading to a shift in customer behaviour. CS tools have been beneficial yet the process and effects remain constructive.
The advent of AI brought significant transformations to the contemporary business landscape causing uncertainty to different roles, especially with the threat of replacing humans. Gathering numerous insights from different CS Professionals, it is evident that AI is also causing disruption, adding doubt to its effectivity over the CS Landscape.
In a discussion we‘ve had with over 400 different CS Professionals during our Customer Success Snack Events in Berlin, Ghent, Amsterdam, Paris and Copenhagen, we were able to funnel in the different adversities and setbacks companies are facing, and the efforts that are being put in place. If you want to join a future Customer Success Snack event in your city, make sure to become part of the community.
Below, we’ve identified key points and vital strategies on how CS teams can benefit from AI.
Berlin: “Integrate AI tools in your Daily Business”
Learning through the different CS tools is becoming a challenge, but it remains effective in Customer Success, provided that it becomes accessible throughout the entire organization. Here are the key learnings in digitalisation, which we’ve gathered from our Berlin discussion.
- Implement digital tools to boost efficiency and productivity in Customer Success, providing accessibility across various organizational teams.
- Adaptability is becoming a challenge in Digital Transformation.
- AI tools help empower businesses to focus on building and nurturing customer relationships.
Ghent: “AI will even help CSM to be more Human”
- CS Tools Enhance Relationship Management, as these tools help facilitate bulk and manual activities through automation, reducing the time spent in manual logging.
- Understanding the customer journey is a significant first step before scaling on digitalization to gauge scalability.
- Other AI tools such as meeting recorders, can help manage tasks efficiently and automate repetitive tasks.
Amsterdam: “Look at different target metrics when implementing a Digital CS strategy”
- Standardize customer success, to ensure that every customer receives consistent support.
- Scale customer success by proactively engaging with customers and clients while driving strategic initiatives.
- Expand contact reach by utilizing Digital Customer Success fostering border communication and relationship building.
- Tailor the company’s digital strategy by assessing diverse metrics such as Net Revenue Retention (NRR), Time to Value, Annual Contract Value (ACV), Customer Satisfaction (CSAT), and Net Promoter Score (NPS) to gauge effectiveness and impact.
Paris: “Make your customer self-sufficient and Increase NPS (Net Promoter Scores)”
In Paris, we’ve identified many common challenges that were increasing churns, and impeding digitalisation.
- Harness technology for empowerment, and utilize CSM, and AI platforms to ensure customer success, and aid in establishing health scores, segment customer bases, identify champions and disengaged customers.
- Maximize the customer’s product knowledge through creating playbooks, defining action plans and organizing content effectively.
- Optimize operations and scale through CS tools that identify customer sentiments, generate email prompts and enhance engagement.
- Measure the effectiveness of CS measures and the company’s profitability depending on customer size and automation levels.
- Utilize essential tools like Planhat, Skalin, Gainsight, Pendo.io, Notion, KnowledgeOwl, batvoice AI, and DocuSign to make robust CS operations
- Initiate foundational steps, to ensure readiness and minimise the risk of poor decision-making in terms of automation and scaling of tools.
- Create a systematic progression to maximize the effectiveness of digitization initiatives such as Analysation, Segmentation, Mapping the journey, and Creating playbooks.
- Channel scalable communication platforms and utilize different events and applications, like email, community platforms, chatbots, and monthly product events.
- Personalize in-app messaging based on customer segmentation data such as customer profile, seniority and departments.
- When starting on digitalisation, focus on low value-adding areas such as aligning of business objectives, and time-consuming activities.
- Acquire better product data to support other digitalisation strategies that will be implemented, and this can be done through segmentation and personalisation.
Copenhagen: “It’s all about using technology and digital tools to supercharge our customer success efforts.”
- Find scalable solutions that will increase automation, and personalize interactions, while balancing engagement with different customer segmentations.
- Multiple systems are more user-friendly and accessible, hence a single unified platform offers a more holistic view, thus depending on the company’s needs, efficiency will vary.
- Engage a strategic approach to scale customer success.
AI brings out the potential CS teams to scale through digitalisation swiftly and efficiently, provided it is utilized correctly.
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