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Achieve 100% CSAT with proactive customer support – Relate Live

Anton
de Young

If you're providing customer service for a SaaS app, you may want to sit up and listen to what BetterCloud has to say about how providing proactive chat support has resulted in 100% customer satisfaction ratings.

But CSAT is just one indicator of the effectiveness of their approach to proactive customer support. They've also seen a significant decrease in first reply time and resolution time, and more of their trialers are converting to customers.

Proactive chat support is an initiative that BetterCloud's CEO, David Politis, and Director of Technical Support, Michael Stone, began about a year ago and the results they've seen in that time have delighted both them and their customers.

How they do it is by actively monitoring their error logs, which allows them to reach out and resolve issues before their users have even had time to react. "We know exactly what the problem is before the customer comes to us," says Michael Stone.

In this Relate Live session, David and Michael share, for the first time outside their own company, the details of how they do it.

This session was recorded on May, 12, 2016 at Relate Live San Francisco.

 

After you've watched the video, you can learn more about BetterCloud's approach to proactive support by reading Beyond Satisfactory: Why BetterCloud Introduced Proactive Support.

The Relate leadership guide Roll out live chat and provide proactive customer service provides best practices for deploying chat as one of your customer service channels.

Join us at Relate Live

The Relate Live events for 2016 are all wrapped up, but we’re huddled up backstage right now planning for 2017. Keep on eye on our Events page to find out where we’ll be in the new year.

Interested in speaking at a Relate Live event?

If you’re a customer service leader who’s passionate about building better relationships (with customers and your staff) and you’d like to share your experience and advice with your peers, contact us at relate@zendesk.com. Our upcoming events are listed at relate.zendesk.com/events. Send us your ideas and the event that you’re interested in and we’ll be happy to have a chat with you about participating.

Let’s us know what you think

Have any tips to share with the Relate community? Add your comments and let’s discuss.