Chat with customer success

[ackernaut]

It’s tricky to build the right level of rapport with customers. If a customer has a dedicated customer success contact, we could show them in the admin views, so that it’s easy to pick back up with questions etc.

Open questions

• How would we support this chat?
• How would we assign reps within the chat and app?
• How would we switch reps in an elegant way? (the person changes roles, leaves the company, etc.)
• Do reps want to take on this frequency of communication?

Ideas

• This chat is open by default, until the customer closes it. The language is meant to be clear that this person is their primary contact. If reps are offline it should be clear so that customers know why they don’t get an immediate response

A quick concept