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A Summary of

Understanding the customer success pyramid

by
Jeff Gardner
Intercom
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The pyramid base: precise and accurate customer service

Well-trained support representatives using the right software is key

Fast

  • Implement properly resourced teams
  • Apply real-time chat so that people can get all the answers they need at exactly the time they most need it

Personal

Allow customer support agents to be themselves and relate on a personal level to customers

Personalized

  • Have centralized access to information about your customers
  • Use the information you have learned about your customers and apply that information to improve the relationship

Preemptive

Intervene before the customer knows they have a problem

The top: prescient

  • At this stage, technology will start taking over the preemptive work and automatically guide customers to solutions
  • Eventually, you could automatically offer a totally customized experience for a customer based on the usage patterns of other customers
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