Big 6
The Big 6 represents a focus on driving higher value conversations throughout the customer journey. These conversations start from pre sale, and are further enhanced through each touch point by anyone from CP (e.g. AM, CSM, Product Marketing, Product).
Pre Kickoff Call Checklist
More details of the customer's implementation are provided
Steps to login and create a customer's Chili Piper account
Self-guided Chili 101 learnings in videos and documentation
Setup Per Product (Concierge, Handoff, Instant Booker, Distro)
Step by step process to set up the customer’s product(s) purchased
Launch Day
Final meeting to kick off the launch of Chili Piper
Providing customer deck resources
Steps to run a live user training and ensure the customer is ready to go live
Launch NPS
Post onboarding, every customer is sent a launch NPS
This tells our team how we are tracking in our customer onboarding experience
The team is incentivized to have positive NPS scores
Success Meeting
CSM scheduled meeting
Creating a personalized presentation for the customer
Focused on success of their Chili Piper products
Internal sync with the customer's account team to prep
Post-meeting todos and next steps
Solutions Review
AM scheduled meeting
Create personalized presentation for the customer
Focused on the commercials of their Chili Piper relationship
Internal sync with the customer's account team to prep
Post-meeting todos and next steps
Ghosting
Ways to combat ghosting and receive a customer response
Flipping inactive accounts
Information gathering on the current situation of the customer
Checking support tickets for any open items
Outreach to customer admins with suggestions for getting back live
Strategic Product Meeting
Information gathering on their current situation
Review feature requests, escalations
Schedule follow up meeting with the product team to review where these items stand on the product roadmap
Proactive Experience Recovery (PXR)
When events happen outside our typical customer experience our customer team has the option to utilize PXR
Teams whom utilize PXR typically see an increase in likelihood to renew and customer expansion
G2 Advocacy
Confirm candidate interest
Guide them through the review process on G2
Follow up with a gift and thank you
Out of Office Process
We have unlimited PTO 🎉 and we have a minimum suggestion of at least 15 days per year.
In order for a CS team member to take off they follow the below process
Request time with Timebot (slack app). This notified their manager of the time.
Find coverage with another member of the team member. This person will be on their OOO response email and help support their customers while they are out.
For longer time periods, an out a coverage doc may be created to keep everyone up to date.
Enjoy their time!
Tracking Customer Feedback
We utilize User Voice to track customer feedback. This can be done by the customer directly in app or by internal teams making requests of leaving feedback on their behave.
Everything is tracked per customer and account, giving our product team insight into the customer's needs!
Vidyard
We have incorporated Vidyard into our team as our all purpose video tool. We utilize it for the following tasks:
Intro videos to kick-off customer onboarding
Customer training videos
Internal training videos
Customer ghosting outreach
One off video communication internal or external
Piper Pals
A Piper Pal is a more experienced team member. For the first 4 weeks of onboarding, you serve as an additional resource for one new hire.
“New hires with buddies were 23% more satisfied with their overall onboarding experience compared to those without buddies” Klinghoffer, D. Young, C..Haspas, D. (2019) 'Every New Employee Needs an Onboarding “Buddy”', Available at: https://hbr.org/2019/06/every-new-employee-needs-an-onboarding-buddy
Cross Team Shadowing
The customer love team and CSM team have a lot of overlap and cross-functional work. In order for each team to learn more and better support our customers, it is essential for them to shadow one another.
Each new hire shadows some important aspects of the others role and reports back on learnings.