how to create a culture of proactive customer support

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How to create a culture of proactive customer support

David PolitisBetterCloudFounder & CEO

@davepolitis

Michael StoneBetterCloudDirector of Technical Support@stonemchael

BetterCloud provides IT professionals critical insights, automated management, and intelligent data security for SaaS applications.

50korganizations

30mend users

133countries

customers

Our Customers• They're on the cutting-edge of IT

• They're picky about technology

• They're not easily surprised or delighted(we strive to delight)

Never Accept the Status Quo• You need to think differently to be different.

• Most companies are content with providing good support. We don’t want to be like most companies. We want to change the very definition of IT support.

How We Delight• Customer Advisory Board & Beta Program

• In-depth surveys

• In-person events

• Keeping tabs on personal details

• Unique swag sent quickly, by surprise, and with a personalized message

Proactive Support

Proactive Support

Reimagining the Support Experience

We want to bring an end to the support ticket as we know it

When users encounter an error, we reach out to them instead of waiting for them to come to us

BetterCloud Proactive Support is about spotting issues before they become frustrations

Proactive Support

The Journey

Email

Tickets

In-appChat

Proactive

Support

How It Works

Pinpoint the errors we want to solveStart with errors that are easily solvable and happen with frequency

Configure logs into easily digestible chunks and feed into SplunkMake sure error logs provide proper context for support

Program in-app error messages to write to a spreadsheet in real timeReact quickly and catch them while they are still in the app

Proactive Support

How It Works

ProactiveError Sheet

Results

BetterCloud’s Proactive Support

Tickets per Agent/Month

Web Tickets

Live Chat

Proactive Support

50tickets

150tickets

400tickets

BetterCloud’s Proactive Support

First Response Time After Ticket Submission

Web Tickets

Live Chat

Proactive Support

30minutes

20seconds

0seconds

BetterCloud’s Proactive Support

Error Context

Web Tickets

Live Chat

Proactive Support

Minimal Minimal Exact

BetterCloud’s Proactive Support

Time of Resolution

Web Tickets

Live Chat

Proactive Support

47hours

25minutes

5minutes

BetterCloud’s Proactive Support

New Sales Close Rate After Support Interaction

Web Tickets

Live Chat

Proactive Support

7% 10% 21%

BetterCloud’s Proactive Support

Satisfaction

Web Tickets

Live Chat

Proactive Support

98% 98% 100%

BetterCloud’s Proactive Support

What We Discovered

# of Proactive Tickets

# of Reactive Tickets

BetterCloud’s Proactive Support

What We Discovered

Proactive Support has also created a “while I have you here…” effect.

BetterCloud’s Proactive Support

OverviewIncrease in Tickets

Increase in Satisfaction

Decrease in Resolution Time

Decrease in First Response Time

Email

Tickets

In-appChat

Proactive

Support

Email

Tickets

In-appChat

Proactive

Support

CustomerReactions

“ Chris was super proactive and reached out to me before I even noticed I had an issue. Super Badass customer service!! Keep it up guys.”

Kren CastroIT Administrator Stumptown Coffee Roasters

“ I didn’t even file a ticket, and Justin reached out after noticing I’d had an error while trying to complete a task. Great customer service!"

Carly McHale Human Resources ManagerRelay Foods

“ Thank you for your proactive support! IT is one of many things I do at my job and often when I run into issues I just keep going. With this support I was able to fix an issue via email without wasting time on the phone or setting aside time to address the issue. Thank you!”

PJ DunnSingles & Connections Minister Wedgewood Baptist Church

“ I’ve worked in IT for over 25 years and have never had a vendor/partner support person proactively reach out to check if I was having a problem. After having a series of issues with BetterCloud as I was trying to provision and edit a couple of user accounts, I was just going to write it off as a bad day and get on with something else. Your proactive support engineer, Justin, contacted me to ask what was happening… and he resolved the issues as quickly as he could. I am very impressed. Thanks.”

Bruce TillNetwork Administrator at Incognito

Leadership You need executive buy-in and the freedom to do things differently.1

2 Time You can’t pull off something like this on a whim. It’s taken us four years to get to this point.

3 Team The most crucial element. Without the right people, you can never create a world-class customer experience.

4 Technology You need the right tools to give your team the best shot at success.

Proactive Support

How We Did It

www.bettercloud.com/proactivesupport

david@bettercloud.commike@bettercloud.com

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