The True Value of Customer Success

Over the last 12 months, the customer success and tech support teams at AiSDR have sent customers 16K+ messages over email and Slack.

In that time, our customer success team has proven critical to:

• Engaging customers on a regular basis
• Diagnosing customer issues
• Solving customer problems

Here’s how they did it.

TLDR:

• The goal: Implement robust customer success motions.
• The tactic: Set up dedicated success managers, primary back-ups, and 24/7 support with an “on call” specialist. Respond the incoming customer requests in < 10 minutes.
• The result: A top-notch customer success team that’s frequently mentioned in G2 reviews of AiSDR.

Step 1: Assign a dedicated customer success specialist

Every AiSDR user receives the following:

• Dedicated Slack channel with invites for all team members
• Primary outreach success manager
• Back-up outreach success manager

Back-up managers cover for primaries in case the primary is ill, on vacation, or otherwise unavailable.

Clients benefit from the 1-1 connection provided by having a dedicated manager who can dig deep and truly understand the client’s ideal customer profile and messaging. 

This allows the primary manager to fine-tune and nail down the client’s sales persona to get the best outreach results. 

Step 2: Respond to customers swiftly

Like our main product, each member of the sales team strives to respond to incoming requests in under 10 minutes. In no uncertain terms, this is one of our team priorities.

At present, our median response time is 5 minutes with a median resolution time of 2 hours.

Sticking to our goal of replying within 10 minutes is our way of saying “We’re here for you.” 

And when we regularly meet this goal, we build long-term trust with our clients.

Step 3: Deliver 24/7 support

Even though AiSDR is pretty young, we try to provide 24/7 customer support.

At the start of every week, we assign one of our specialists to be the manager “on call”, and they stay on call for the next 7 days.

And just like in step 1, if the on-call manager falls ill, one of the other managers fills in. Typically, the one whose turn is the following week steps up. To keep things fair, the latter may trade days on call with the former once the former returns from sick leave.

The Result

AiSDR’s customer success team has met every challenge they’ve faced, responded to every request, and done their best to help clients execute their GTM.

As a result, many of the reviews our customers have left on G2 have cited the customer success team as one of our strong points. And as my customer success team becomes more experienced at running a company’s go-to-market playbook in AiSDR, I expect they’ll transition into a GTM engineering team.