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
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
Tickets
In-appChat
Proactive
Support
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
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