What general processes can we put in place to ensure customer satisfaction in a B2B company?
Camila Alves
8 replies
Replies
Darwin Binesh@darwin_binesh
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!
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Set up periodic NPS
Put a nudge to drop real time feedback
Try if you can setup CSAT for support
Track repeat business %
@saurabhwadhawan what type of nudges for real-time feedback would you use? something like pop-up questions on the intercom chat?
@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
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?