What general processes can we put in place to ensure customer satisfaction in a B2B company?
Camila Alves
8 replies
Replies
Saurabh Wadhawan@saurabhwadhawan
Set up periodic NPS
Put a nudge to drop real time feedback
Try if you can setup CSAT for support
Track repeat business %
Share
@sebasmemorable yes. Also at critical product junctures, like completing a certain use case, being struck at a page for more than X seconds. This has to be subtle and opt in basis, should not obstruct the main use case
@saurabhwadhawan what type of nudges for real-time feedback would you use? something like pop-up questions on the intercom chat?
If yourB2B businesses work with strong referral networks, tracking the percentage of sales leads through referrals could also be a good way to know how happy your current customers are.
@manoj_radhakrishnan1 nice! do you have examples of great referral programs?
@sebasmemorable Some good examples are Airtable, Digital Ocean.
@manoj_radhakrishnan1 thanks. Manoj!
We setup NPS, and try to clear our support inbox a few times a day at least.
Lately, self-serve tools have been our focus. Faster answers for customers. We have support docs + guides, but we've repurposed it based on use cases:
- "get started guide"
- "how to maximize x features for y goal"
- FAQs
Our onboarding emails have helped a bit, especially when we slide self-serve pages into them. Reduces the tickets and customers have been happier.
Hope that helps!