Customer Success Squad leveraging CP Round Robin

Katie Yagodnik

October 27, 2023 14:58 Edited

Everyone is looking to create positive customer experiences at scale. Well, we loved the "schedule-a-call" functionality that CP had within our account so much that we have implemented our own what we call success squad using similar functionality in-app for those accounts that don't have a named CSM and need CS BEST practice help OR need additional success engineering support. We want to ensure that at any time, a customer can get the help they need, and we set up a round-robin with 30-min time slots across multiple time zones to assist them. This has helped us to gather data on what our customers need from a training, engineering, and best practice perspective so we can ensure that our support, training continues to evolve to where our customers are empowered with the correct answers even before they need to get to the success squad. 

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  Jorge Ferreira Filho

  • Chili Piper Team

  October 27, 2023 20:02

  Thank you so much for sharing your experience, Katie! This is amazing, and we're really glad to help with this process 😄

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  Kate Herget

  • Chili Piper Team

  November 03, 2023 13:09

  Thank you so much for sharing your experience, Katie!! We are so happy to see Chili Piper work for your CSM team especially across multiple timezones!

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