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Like any SaaS company worth its salt, Wishpond puts a lot of effort into making sure our product meets the needs of our customers.

If you’re a SaaS marketer, you know first-hand how important customer success is when it comes to showing users and potential customers how valuable your product is.

Three months ago, our long-time customer success lead, Bree, left Wishpond to start a new chapter in London. Instead of looking for someone to take on her role, we took it as an opportunity to turn our entire support team into a team designed to maximize and maintain customer success. Our new customer success team immediately got to work, implementing processes and scouring our analytics for data and trends that could help them create a better and more cohesive customer experience, from first touch to payment, onboarding, support and beyond.

In this article, we'll walk you through the automation processes our customer support team uses to maximize customer success and convert as many potential customers into paid users as possible.

  • AO

    Aaron Orendorff

    over 2 years ago #

    Oh wow … that onsite segmentation via chat based on the specific page: freakin' killer approach!

    • JS

      James Scherer

      over 2 years ago #

      Yeah man, we love it. It's especially awesome because we can assign specific people to the articles most relevant to their expertise. So even though the initial touchpoint is automated, the conversation after is tuned to what that person knows about. Our junior guys can get top-of-funnel posts while we assign bottom-of-funnel content to an SDR. Technology, eh?