Summary

Provides an overview of the typical tasks of the Customer Success team

How this helps

Helps the CS team ensure customers are happy, engaged, and maximising the Accoil Analytics tool

The Customer Success (CS) team plays a crucial role in driving user satisfaction and ensuring customers achieve their desired outcomes with your product. Your job is to make sure users are happy, engaged, and getting the most out of your services. With Accoil Analytics, you can easily track engagement, spot potential issues early, and provide timely support to keep users satisfied.

You also can tailor onboarding processes, predict and address common challenges, and proactively engage with users to prevent churn.

With the right data, you can focus on building strong, lasting relationships with your customers.

Typical tasks for a Customer Success team:

Task	How Accoil Analytics Helps
Tailor Onboarding	Personalized Onboarding: Use Accoil Analytics to personalize your welcome process. For example, if a new user frequently accesses a specific feature, provide additional resources or tutorials focused on that feature to help them succeed faster.
Predictive Support	Preemptive Solutions: Utilize Accoil Analytics to predict common future issues. For instance, if analytics show a trend of users encountering issues at a certain stage, create support materials or training sessions to address these proactively.
Check-In with Purpose	Timely Assistance: Offer timely, relevant help based on user engagement data. For example, if a user is exploring a new feature, send them tips or offer a quick check-in to assist with any questions they might have.
Enhanced Customer Journeys	Segment Understanding: Understand how different segments interact with your product. For instance, tailor onboarding for small businesses differently than for larger enterprises to enhance satisfaction and retention for each segment.
Feedback Loops	Proactive Outreach: Use Accoil Analytics to identify users who might be unhappy. Reach out to them for feedback and show them you're committed to improving their experience. For example, if a user’s engagement drops, initiate a feedback request to address any issues.
Identify Upsell Opportunities	Engagement Patterns: Use insights to address potential upsell opportunities. For example, if a customer frequently uses advanced features, suggest an upgrade to a more suitable plan that offers additional benefits.
Monitor New Customers	Suggest More: Track how new customers are progressing and suggest additional services or features. For example, if a new customer is using basic features effectively, recommend advanced features that align with their usage patterns.
Anticipate Needs	Proactive Solutions: Anticipate customer needs using data. For example, if data shows a user often accesses support for a specific feature, proactively provide additional resources or offer a personalized training session
Measure Success	Track Progress: Use engagement metrics to evaluate the success of your interventions. For instance, track whether a drop in churn rates correlates with new onboarding practices and adjust strategies accordingly.
Account Health Scores	Overall Insight: Calculate account health scores for a comprehensive view of customer engagement and satisfaction. Use these scores to target strategies aimed at boosting retention, such as personalized check-ins for low-scoring customers on engagement or adoption.
Trend Analysis	Identify Patterns: Analyze long-term trends to understand common issues and replicate successful strategies. For example, if you identify a feature that consistently leads to higher engagement, promote its use across your customer base.

How to Optimize Accoil Analytics for Customer Success Team

To maximize the benefits of using Accoil, follow these steps to set up and utilize your engagement profiles effectively.

Step	What is does?	Metrics to use - add relevant links
1.Set up your own Engagement Profile/s	Gives you a clear view of the accounts and users you want to monitor. Provides insight into account/ user engagement scores, trends, and overall health. For example, track engagement and adoption scores to identify users who may need additional support.	Product Engagement Score Frequency Adoption rate Tenure Active Users (Total) Active Users (Percentage of all users active and inactive)
2. Use Profile Segments for deeper insights	Review Standard and Suggested Segments to quickly find hot and cold segments within your Profile. For example, identify segments with declining engagement and prioritize outreach to re-engage these users. As you get comfortable with Segments, create your own based on the task you need to get done.	Product Engagement Score Frequency Adoption rate Tenure Active Users (Total) Active Users (Percentage of all users active and inactive)
3. Configure account and user activation	Select the events and/or conditions that an account should meet to be considered Activated. Identify key moments that indicate a user has realized value from your product. For example, track how many users complete the initial setup to identify potential roadblocks.	Activation rate Engagement Score Adoption rate
4. Get familiar with the Events page	Learn which features are being used and which ones aren’t. Gain insights into user behavior to improve feature adoption. For example, identify underused features and create conversations with important customers to raise awareness and improve product adoption.	Average adoption Average adoption change Average engagement score Individual feature usage
5. Pipe your insights to relevant teams	Set up actions to deliver insights to the tools you and your teams already use. Send an activated lead to sales in real time. Integrate with tools like HubSpot, Intercom, and Slack to keep teammates updated on customer engagement and health. For example, send notifications about at-risk accounts to your Customer Success team for proactive outreach.	Score changes Activation changes New user(s) Account or User Entering a Segment Custom alert filters

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