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Customer touch points (Additional Resources (Customer Experience…

- - - - Free trial
        
        Paying customer // Onboarding GAP
        
        Reimbursements - redirect
        
        Multi User
        
        Mobile App
        
        MU sign in
        
        Passwords + Users
        
        Downloads
        
        Passwords
        
        User
        
        Outage
        
        NOC tools
        
        Portal
        
        Blog
        
        Best Practices
        
        Time + vertical specific
        
        Unsubscribe emails
        
        Features
        
        Set up
        
        Webinar - increase C engagement
        
        Basic Issues
        
        Log in
        
        Users
        
        Password
        
        Getting Started Email
        
        Importing contacts
        
        AE email request to add features; Users, Keywords, Upgrade/Downgrade
        
        Duration
        
        Same primary issues with features
        
        Cancel
        
        Data entry
    - - Automation of getting started emails
      - Multi user getting started
      - User guide
        
        best practices
        
        marketing your #
        
        Improving your biz NPS
      - Feature/element GIFs
      - Videos
        
        Top 10 painpoints
      - Knowledge base
        
        google analytics
- - - - Stay
        
        Normal Usage
        
        High Usage
        
        Case Studies
        
        Quotes
        
        Ambassadors
        
        Industry
        
        Area
        
        Low Usage
        
        Don't touch
        
        All Clients
        
        Invoices/Billing
        
        Customer Portal
        
        Events
        
        Conferences
        
        MeetUps
        
        Webinars
        
        App Directory/ Integrations
        
        .org
        
        Fund
        
        Community and Service
        
        1-1-1
        
        Start Ups
        
        Trust
        
        Compliance
        
        System Statistics (Status)
        
        Security
        
        Help Center / Customer Success HUB
        
        Billing / Invoices
        
        FAQ
        
        Guides
        
        Getting Started / Implementation
        
        New Hires
        
        Emergancies
        
        Customer Service
        
        Sales
        
        Marketing
        
        Get Started
        
        Webinars
        
        Videos
        
        How to
        
        Live Support / Customer Experience
        
        Knowledge base on
        
        4 more items...
        
        Office Hours
        
        Technical Issues
        
        Feedback
        
        Libary
        
        White Papers
        
        E Books
        
        Documentation
        
        Blog
        
        Newsletter
        
        Customer Interaction
        
        Customer Biz directory
        
        Chat/discussion board
        
        Industry Advice
        
        Case studies
        
        Videos
        
        Referral Program
        
        New clients
        
        High Usage
        
        Excited clients
        
        Touch Points
        
        Website
        
        Webinars
        
        Login Page
        
        In App
        
        Free Trial
        
        Onboarding
        
        NPS
        
        Tradeshow
        
        Social Media
        
        NPS
      - Leave
      - Billing Commences
    - - Alerts - end of trial
      - Extend free trial
  - - - Inbound
      - Click to text
      - Adwords
      - Keywords
      - Instagram
    - - Use cases / case Studies
- - - - High Usage
        
        Check in (once)
        
        Case studies - depending on purpose
      - Send Usage reports
      - Big accounts
        
        Franchises/Big accounts - need more hands on management
      - Low Usage
        
        Send tips and tricks
        
        Text
        
        Dont touch past free trial
        
        Offer more training
        
        Extend free trial
    - - Team Cadence
      - DJ Cheat Sheet
      - Tips and tricks
      - Getting Started Guide
      - Billing start date via email
      - High usage - voluntary relationship
      - Low usage - honest, upfront communication
    - - AE retention training
      - Touchpoints
        
        getting started emails
        
        desktop app
        
        training
        
        low usage = 30 texts
        
        Checking on account for app installation, usage and used apps
        
        Billing notification only if asked / better customer service
        
        No communication post billing
    - - Team Excel sheets - contact points - type, time etc each client
      - 7 steps to success
        
        Marketing plans
    - - Creating Account management cadence
      - Call/ text every week
      - Usage monitoring
        
        High = back off
        
        Low = check in and offer tips, inform when billing starts
    - - Getting Started
      - Desktop best practice
      - Text every 4-5 days
      - 30 day free trial
      - Click to text
      - Monitor Usage
      - L - does not reach out unless they reach out
        
        A - would like to add more value
      - Low Usage
        
        Keep reaching out
        
        More training
        
        Extend free trial
      - No billing notifications
      - Post trial
        
        high - ask for case study
        
        low - dont touch them
    - - implementation
      - cadence x3 over 2 weeks
      - next steps
      - getting started
      - marketing checklist
      - Use cases
      - Low usage - try schedule a new training
    - - getting started email - download apps
        
        support emails
        
        calendar email for training
      - training after signing up
      - touch base once a week
        
        desktop sign to text in
        
        click to text
        
        usage
        
        features
        
        group messaging
        
        low usage
        
        send report
        
        training for low usage
      - Post checkin
        
        once a month
        
        stay away from low usage
      - inbound marketing, click to text, google ad words, keywords, instagram
        
        check in after a month if not up on website
      - high usage + ask for referral
      - Low usage - reminder of other features and trainings
        
        dealership NPS/CSI
    - - Start up guide
      - training
      - Marketing
      - hubbard
      - 5 min call week 3
      - Billing
        
        Email / Call / Text
      - Low usage
        
        contact
        
        click to text
      - High
        
        Spam check
        
        throttle rate
    - - Education session
    - - Free Trial
        
        training
        
        user guide
        
        downloads
        
        welcome email
      - Week 1
        
        usage
      - Week 2
        
        usage
      - Week 3 & 4
        
        4 step survey
        
        usage
        
        Marketing guide
      - Billing
        
        depends on customer
        
        no
        
        Unless - testing it
      - Low
        
        communicate
        
        text reports weekly
        
        reports
      - High
        
        tips
        
        case sutdies
        
        referrals
        
        quotes
        
        associations