With the integration between CustomerSuccessBox and Zendesk, it becomes easier to extend support by getting better insights from CustomerSuccessBox. The product telemetry data will let you know exactly where the customer is struggling in the journey. Coordination across support teams and customer success teams becomes easier by linking the Zendesk support ticket to CustomerSuccessBox
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The integration is critical. By escalating a problem, you can communicate with the account's CSM and address issues faster. With key customer data such as product usage, customer health scores, recent survey results, and other related data, your Support team can obtain a 360-degree view of your client next to a live support ticket.
1. Customer support is a cost centre, whereas customer success is a profit centre. You'd need a support department to solve issues that customers face while using your product. Thus, this adds up to the cost of the company to hire support reps. On the other hand, customer success lowers churn (raising the LTV of customers) as well as cross-sells and upsells (bringing in extra revenue).
2. Customer Support is reactive in nature. It reaches out to the customer only when they contact support reps through calls, emails, etc with their concerns. Whereas customer success prevents such roadblocks by helping customers know the processes beforehand so that they can navigate through your product easily.
3 Customer Support focuses on efficiency. It tries to resolve maximum support tickets in minimum time. Metrics like Average Ticket Resolution Time, First Response Time, Average Ticket Count (daily/weekly/monthly) etc, are some examples.
4. Customer Success is success oriented. Time does not matter here. What matters is whether the customer is able to achieve their goals by using your product or not. They are usually measured on metrics like Average Revenue Per Account (ARPA), LTV/CAC ratio, Churn rate etc.
Customer support helps customers with any concerns that they face while using your product. They collaborate with other operational teams such as product, marketing, etc. to improve the current features while gathering feedback from customers.
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