Customer success is one of the essential aspects that your startup business should delve into to grow its reach. But as is other things, it is an ever-changing field. And you should be ready to ride these changes. So, let’s look at the trends 2023 will bring and discover how you can make the most out of them.
2023 Customer Success Trend No. 1: Artificial Intelligence And Customer Success
Artificial intelligence has always been touted as something that would revolutionize business. However, it is only in recent years that it is showing its true potential. Recent developments have made them more accessible for businesses and their customers.
Image from Tycoon Success.
New AI tools have also become more powerful, giving users more to work with. For instance, the currently popular AI platform ChatGPT gives users plenty of freedom in how they converse with it. That gives users greater flexibility on how to use these tools.
How Your Startup Business Can Ride The Trend
These new AI tools offer various benefits for your startup business and its customers. But to get more out of these, you need to know how to use them right. Your goal here is to discover how these tools will help you guide your customers toward success.
For instance, an AI-powered chatbot can engage in more dynamic conversations with customers instead of using canned responses. That already helps set up your customers for success even before they reach your agents.
On the agent side of things, AI can help your team better understand customer behavior. You can use these programs to sift through customer data. From there, it can discover patterns you might have difficulty spotting. Furthermore, the tools can use their previous findings to create corrective measures for your engagement strategy. Combined with the experience of human agents, this can give rise to novel approaches to customer success.
2023 Customer Success Trends: The Growth Of Customer Success Communities
Customer success is traditionally done within the confines of your startup business. And it isn’t that surprising since it is your responsibility to take care of your customers. But a growing trend in recent years is the development of customer success communities.
So, what are these customer success communities anyway? At their most basic, CS communities are professionals who join together to help their respective customers. Here, they get to share tips and strategies, and come up with solutions to common problems.
Image from Busness2Community.
Another essential aspect of these communities is that they help promote customer success. These communities do this by highlighting the work of leaders within the field. Custumers become more confident in what they offer when they see these customers at the forefront.
Customers can also engage with these communities themselves. That gives CS agents more opportunities to apply the knowledge they learned from other members. They also get the opportunity to refine these strategies before using them back in their respective customer service environments.
How Your Startup Business Should Respond
With all of the above benefits that customer success communities bring, you want your agents to be part of one. Some of the most popular ones are the following.
- CS Insider
- Gain Grow Retain
- CSM Practice
- The Customer Success Roundtable
- Customer Success Executives
Each of these communities has thousands of members coming from different industries. Thus, you will be able to find like-minded CS agents easily.,
On the other hand, you can also go on building your community. That lets you establish your startup business as a thought leader in the field. Additionally, you can more effectively attract potential talent into your fold, boosting your own CS department.
Of course, building these communities requires a lot of effort. You need to choose the right channel to attract the type of customer success managers you want to engage with. And don’t limit these communities to just online. Creating an offline component will open more opportunities for engagements and a greater exchange of knowledge.
2023 Customer Success Trend no. 3: The Continued Popularity Of Proactive Engagements
Customer success is often thought of as starting only when the customers reach out to you. But a growing number of practitioners are seeing it the other way around. Now, they are taking the initiative to bring that success to customers.
This proactive engagement is all about delivering success even before customers ask for it. That is where increased data gathering becomes even more vital. The above artificial intelligence tools will be useful for the process. With these, you can have a clearer understanding of customer needs.
How Your Startup Business Can Ride The Trend
The biggest challenge when it comes to proactive engagements is that you need a team that will be ready to deliver that proactive engagement. Virtua Solutions will be that team for you. We will give you that edge in delivering such engagements.
Our agents continuously gather information about your customers in the background. And this is where we offer more than what you can get from AI alone. Our agents have extensive experience working with different customers. From there, we can determine unique customer needs that automated tools might not be readily aware of. Combining that with the above will give you an even more detailed picture of changing customer needs.
2023 Customer Success Trend no. 4: The Overall Growth Of Customer Success Operations
Perhaps the biggest development for customer success this year and beyond is the growth of what is known as CS Operations. That takes the strategy and develops it into a full-fledged role within your company’s structure.
Image from Valuize.
The main thrust for this development is to ensure that all your customer success initiatives are implemented efficiently and effectively. Furthermore, it helps tie the strategy to your larger marketing goals. Lastly, CS ops is tasked with further evolving the strategy within your startup company.
How Your Startup Company Can Take Advantage
Adding a CS ops role within your company requires a significant effort. You need to define the exact role it will play within your business dynamic. You also need to ensure that the introduction of the role will indeed deliver the desired increases.
Because of that, you might want to hold off hiring a team for that role just yet. Instead, Virtua Solutions can handle that role for you. That way, you can gauge the viability of CS ops in action while laying the groundwork for its further development.
Get Your Startup Company Ready For Customer Success This 2023
These four are just some of the exciting new trends you can expect for customer success this year. And if you want to best serve your patrons and lead them to success, then you need the right partner. Sign up with us and we will help you make it big this 2023.