Recently I had the privilege of participating in a great webinar with our friends from Totango. Totango makes a customer engagement platform for cloud-based businesses. What does that mean? Among other things, it means they help cloud businesses like Zendesk understand and measure how customers are using a product. We have been using Totango for over a year now and have a much better understanding of how our active customers and trial users are interacting with their Zendesks.
The insights learned from Totango combined with the power of Zendesk and our focus on exceptional customer service has led to some phenomenal results in keeping our customers happy and coming back for more. In our recent webinar, we shared some of our learnings and gave some practical advice on how to use technology and best practices to improve retention and unlock growth from your customers. Along with Totango VP of Marketing Dominque Levin, we shared the following surefire tips:
- Focus on customer engagement (not just support)
- Build a cross-functional customer success team
- Deliver personalized content
- Enable multi-channel support options
- Let the data be your guide — analyze the key metrics that matter
- Unleash company-wide participation when it comes to customer service and engagement
Of course, each one of these tips requires some further explanation and encompasses sets of activities that you can easily put into practice. For more details and to explore this topic further, check out the recorded version of our webinar! Or, if you are a cloud-based business give us a call; we would love to talk to you further about how you can accelerate revenue and build better customer relationships using Zendesk and Totango.