Handling customer alerts is a process performed by the CSM team and, as with any process, ensuring consistent customer experience across the team while sharing best practices helps to improve this process, and thereby, improve the outcome.
To assist Customer Success Managers in responding to alerts, you can leverage Playbooks to provide detailed steps or guidance on how to handle different types of alerts.
Playbooks need to be associated with alerts, and can include things like questions to ask, suggestions to make, ideas on how to address customer objections, or even approved offers or discounts.
Playbooks are fully customizable in Natero and can include direct links to relevant documents (e.g. how-to cheat sheets) or even let Success Managers share notes with each other on techniques that they’ve found work best for particular situations.
Learn how to create a playbook.