Customer Success Managers, better known as CSMs, work with customers to understand their needs, help them get the most out of their products and services, as well as make sure that they are getting value for money.
Sometimes customer success and customer service are used interchangeably because both functions are responsible for dealing with the customer's complaints and queries, and assisting them in resolving their concerns.
However, customer success teams are also responsible for proactively helping their clients achieve long-term goals and developing strategies for increasing revenue through better customer retention rates.
You could honestly summarize a CSMs responsibilities into four key areas:
- Managing and improving customer experience
- Managing customer relationships
- Ensuring customer retention
- Supporting the sales team in closing deals
One of the most important tools at a CSMs disposal that helps with all of these areas is process documentation. Process documentation is a great way to empower your employees and customers,
With that said, we wanted to highlight all the great things you can accomplish with Guidde. Guidde is one of the leading process documentation tools helping organizations of all sizes create content and build knowledge bases that their customers can take advantage of. The following paragraphs will highlight how you too can be taking advantage of all the benefits Guidde delivers.
How Guidde Helps Answers Client Questions
With the rise of online videos, video has become a popular medium for customer support. Customers rather find answers to their own questions rather than waiting on the phone or for an email response. It's obviously faster, but it also empowers customers.
Guidde is an online video editing application that helps you create professional-looking videos with ease. The app has an easy-to-use interface, which makes it easy for anyone. It has a variety of features that make it easy for you to create engaging videos. You can edit the videos right on the app – add text and images, and then customize them as you see fit with just a few taps. Once you have created your video, you can send it directly to your customers via email. You can also share it on social media platforms like Facebook or YouTube or embed it on your website.
But let’s be real, not everyone prefers video. There are still a considerable amount of people who prefer traditional written step-by-step walkthroughs that they can follow at their own pace. For that reason, Guidde has a transcription feature baked into the platform so you turn your video into a document. Literally with one click, you have a written document you can distribute along with your video.
Pretty awesome right?
Well, if Guidde sounds like a tool that can help you, we’d love for you to try it free of charge. That's right!
Enjoy 14-days of Guidde’s full-featured extension by clicking this link.
Key takeaways
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