A long time ago, in a galaxy far, far away…what’s that? You’re done with Star Wars-related content? Ok, me too. I’ll cut to the chase. In a previous life, the Kompyte founders ran a boutique web development firm in Barcelona. It was our first company and we ran it successfully for 9 years prior to launching Kompyte. We learned a great deal building and growing an SME for almost a decade, but we’ve realized not all of the tactics and toolsets translate effectively to our high-growth venture.
For one, we were accustomed to speaking with our customers right from the start, whether through the sales presentation of our benefits right through the day-to-day customer support. We’ve always believed in SEO and SEM channels to grow, however our approach to new client acquisition, on-boarding and customer service had to be modified. While face time and one-to-one interaction did wonders for loyalty and positive word of mouth reviews, two new concepts began to surface. The first, scalability. For each new batch of customers we landed, we needed to hire more support to manage their needs. Which led to the second new concept, the law of diminishing returns. Our profit margins were being squeezed by increased competition and the commoditization of our offering. We quickly realized upon launching Kompyte that the pattern of marketing, acquisition and retention inside a SaaS business would have to be drastically different than it was for our first business.
We decided from the start to develop a better model conducive to self-service that would allow us to grow the number of customers served without sacrificing loyalty, user feedback and one-on-one focused training. Fortunately, for each of these points we found it was not necessary to reinvent the wheel. To deal with this transformational shift, we found amazing customer success tools to support our growing client base:
Intercom is a customer communication platform with a suite of integrated products for every team—including sales, marketing, product, and support. What we love about Intercom is that it pulls double-duty – simultaneously providing critical user analytics AND powerful communication to provide personalized service at scale.
Simply put, Inspectlet records a video of your visitors’ activity as they use your site. This powerful tool is the killer of ambiguity and the enemy of UX hunches – it let’s you see EVERYTHING your users do and how they interact with your product. See every mouse movement, scroll, click, and keypress on your site. With Inspectlet you will never need to wonder how visitors are using your platform again.
Webinars are a great way to educate and inform your core audience to drum up interest and drive more sales. To top it off, GoToWebinar Integrates with many popular marketing automation systems to make lead tracking easy.
ClearSlide is a SaaS-based Sales Engagement platform that lets users share content and materials via email links or shows the link in a viewer’s ‘Live Pitch’. We use it to share use cases and product demos to current and prospective customers, streamlining the onboarding process.
The amazing trait that these four customer success tools have in common is their incredible ability to scale a process that, in traditional business models, is nearly impossible to scale. Customer success is by nature a very one-on-one interaction. In most cases, the challenges our clients are facing are very real and specific to their industry, market or size. By leveraging customer success tools we’re able to find the repeatable aspects of these challenges and apply them to a very diverse user group.