What general processes can we put in place to ensure customer satisfaction in a B2B company?

Question

Darwin Binesh · Accepted Answer

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!

Manoj Radhakrishnan · Answer

@sebasmemorable Some good examples are Airtable, Digital Ocean.

Manoj Radhakrishnan · Answer

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.

Saurabh Wadhawan · Answer

@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

Saurabh Wadhawan · Answer

Set up periodic NPS 
Put a nudge to drop real time feedback 
Try if you can setup CSAT for support
Track repeat business %

Sebastian Acevedo · Answer

@manoj_radhakrishnan1 nice! do you have examples of great referral programs?

Sebastian Acevedo · Answer

@manoj_radhakrishnan1 thanks. Manoj!

Sebastian Acevedo · Answer

@saurabhwadhawan what type of nudges for real-time feedback would you use? something like pop-up questions on the intercom chat?

What general processes can we put in place to ensure customer satisfaction in a B2B company?

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