Get the Most Out of Dealpath Software for Customer Support

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hi everyone this is valerie and this is the video about customer support customer success and customer service what's the difference between all of them let's discuss it before we start let's just actually define why any business needs customer support or customer service well anyways customer support is something that helps your customers move from one step of the funnel to the next step of the funnel well in other words this is something that gives them assurance that gives them little help or sometimes really great contribution into moving from one step to another by the way there are two ways of providing customer support to your customers this can be proactive and reactive so proactive customer support is uh usually associated with life chart bubble like hey i'm here to help you if you need something please ask me and reactive customer support is usually an email somewhere at the bottom of the landing page with the support at company.com like okay if you are facing some issues please shoot an email yeah so that is the difference well still about 90 of american adults expect proactive customer support so you know what you should do right i'm 100 sure that every business has customer support now so if you still haven't focused on it please do it just remember you need to choose what type of customer support you are going to opt for reactive customer support or proactive customer support well now what is the difference between customer support and customer service i will open my dictionary to tell you about this so customer support is usually a one-time interaction with the customer like they are shooting a question you provide an answer so that is the customer support so customer service is the long-term relationship with your customers sometimes it is bound to sla sometimes it doesn't have any agreement between the companies or between two people or like company and the person yeah so this is something that customers expect to get from companies so that is the customer service like you can hear a conversation between two people like you know just the company yeah i do well they have great customer service so which means they provide customer support on daily basis and they have great customer service team that's it all right we have customer support customer service and then we also have customer success what is it well actually customer success varies from company to company but in general that is a person or people who help customers succeed with the product that you are providing like you have a sas company and you provide certain value to your customers with your product and you have customer success team so customer success works directly with customers to make sure that the clients get the real value that the clients well improve metrics with your sas service right so in other words customer success is a team that helps your clients succeed with your products while customer success is sometimes also connected with upselling process for example customer success team works with the client a and they understand that one more feature should be added to their plan so they say like hey i know that you're facing this and that problem well we can help you with the help of feature x we can add this to your subscription and you will succeed well that is a very simple explanation of what customer success is actually not every team needs customer success but i'm 100 sure that every team needs customer support and great customer service and in the next video i'm going to tell you about the tips how to provide excellent customer support see you