Here at Capacity, we believe our platform has the power to transform businesses everywhere, including our own. The Capacity team uses the Capacity platform for self-service. This alleviates tedious tasks and automates processes, so our team can spend more time on strategic work and help our customers do their best work.
We’re continuing this blog series, highlighting how Capacity uses Capacity. Let’s focus on the Customer Success team.
Articles and Knowledge Base
The Capacity platform was designed for self-service. Articles are housed within the Knowledge Base, allowing instant and easy access to important data and docs. The Knowledge Base and Articles work together to alleviate tedious tasks, so our team can spend more time on strategic work.
The Knowledge Base is ‘the source of truth’ for the Customer Success team, both internally and externally. The Customer Success Engineering team uses a private knowledge base available to only their team that houses specialized information and ensures that team expertise is evenly distributed.
Using a support site, articles and knowledge are easily accessible and stored in one place. These sites can be used for internal or external use. Capacity uses a support site to give users a central place to find information, while the Customer Success team has their own internal site to keep knowledge in.
For the Customer Success Management team, having Articles in the Knowledge Base saves valuable time spent searching for information and items. Hear first hand from Sami McCann, Customer Success Manager at Capacity, as she explains a scenario where having an internal knowledge base with articles saves their team time and frustration:
“As Customer Success Managers, we often run into issues that require multiple people or teams involvement. While colleagues are always eager to help in those cases, we end up taking valuable work time away from their work which in turn can push back timelines for client requests.
Our team used to post these solutions in our CSM slack channel or discuss in our weekly syncs. However, we learned that we don’t remember these solutions 3 months down the road and digging through slack only to find that we discussed on a un-recorded call means we have to loop back in the team members that helped solve the issue 3 months prior.
Now that we have an internal CSM site, we create articles on these problems with corresponding solutions so that next time a CSM runs into the same issue 6 months later they can solve the problem themselves (or know exactly who to involve) in a few minutes without needing to unnecessarily involving other team members.”
-Sami McCann, Customer Success Manager at Capacity
Analytics and Surveys
Capacity’s robust platform has many features, including ways to measure customer feedback and usage. With Capacity Surveys, you can send interactive questionnaires to customers to receive opinions and feedback. Similarly, Capacity’s Analytics Dashboards can track important metrics such as bot usage and percentage of questions Capacity answers.
The Customer Success team uses Surveys to help clients figure out what areas of content they should focus on while building their knowledge base. They also use it for CSAT surveys.
Analytics are a crucial component for determining how successful an implementation is for the Customer Success team. They use Analytics as success criteria for customer engagement, knowledge base health, and helpdesk effectiveness. Analytics provides the information needed to determine where customers should spend their time, and what could be automated.
Helpdesk and Session Replay
Managing inbound inquiries can be a challenge, especially when trying to determine the exact error or issue a customer is experiencing. For the 10% of the time when Capacity doesn’t have the answer, our interactive Helpdesk makes it easy for users to filter, organize, and analyze.
The Customer Success team uses the Capacity Helpdesk to manage support requests. When our clients have questions or need assistance they can reach the helpdesk via email or through the web concierge on our support page. Whether it’s a bug they’ve encountered or additional training for new members, the Customer Success team organizes all tickets through the helpdesk.
“Capacity’s Helpdesk improves our customers’ experiences.
Every question a Capacity user asks on our support site comes directly to the Helpdesk. We use the Helpdesk everyday to tackle tickets and solve customer issues. If a problem or question comes in that could be a question for another customer in the future, we will put it in our Knowledge Base so our bot can deflect that problem from ever becoming a ticket again.
It saves our team time, and increases customer satisfaction.”
-Lukas Adams, Customer Support Technical Specialist
Session Replay is used to showcase bugs that the team has encountered or that clients have mentioned. It allows you to see a recreated simulation of what actions a user takes on a certain webpage. This allows reporting bugs and trying to replicate them an easier process since it records initial interactions with the platform, for both customers and the Customer Success team.
Workflows and Integrations
With Workflows, teams can streamline everyday processes and boost productivity. This helps our Customer Success team with client onboarding. It allows the team to plug in variables and send emails on behalf of team members, as well as create support tickets automatically.
The Customer Success Managers and Engineers work together to simplify and streamline tasks for our customers. The Customer Success Engineers designed a way to organize client records and automate key processes using CapacityDB, Developer Platform, and Workflows. The workflows run during the night while everyone is asleep, and the Customer Success team gets to start each day with a current and accurate record of clients.
A unique aspect of Capacity’s platform is its ability to integrate with hundreds of different applications, including Slack. The Customer Success Engineering team benefits from this by receiving a broadcast immediately in a dedicated Slack channel of any internal or external customer errors. With the exact error messaging communicated through Capacity, the Customer Success team is able to intervene in real time as needed.
These are only a handful of instances where Capacity has improved the way our Customer Success team works.