People are at the heart of any Customer Success team, but we need technologies to improve efficiency and organization.
This Inspiration project shows you how we use typeforms to make our Customer Success workflows run smoothly. They are a great way for us to talk to our community, and to collect feedback. Here at Typeform we use them at three specific points:
1. User ticket submission
We use a typeform so people can contact our Customer Success team. The typeform is integrated with Zendesk, which we use to manage support tickets. The Zapier integration between the typeform and Zendesk pipes all the information we need to our Customer Success agents.
The typeform asks people to categorize their question, write a message and even tell us their mood!
2. Churn survey (why are you leaving?)
If someone decides to downgrade their account, we like to know why. Did we do something wrong, did your project end? Asking churning customers why they are doing so is a good way to learn how we can improve our product.
We’ve created a dynamic typeform that uses Logic and Calculations to respond to answers, and even to be sensitive to people’s feelings! Find out how we built it here.
3. Customer feedback score survey
We send out Customer Feedback Score surveys regularly to see how we’re doing. We send them to all new typeformers a month after signup, and once every six months after that.
For an in depth guide explaining why you should run these surveys, and the theory behind them, check out our guide.
Find out (almost) all you need to know about Customer Success in our complete guide.