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Customer Success Outsourcing
Outsourced Customer Success – Save Up to 35%!
If you are looking for a company to outsource your company’s customer success needs, you have found it. BrazilDesk, a call center in Brazil, specializes in outsourcing customer support and customer success, with a focus on SaaS companies.
Our outsourced Customer Success Solutions:
- Client Onboarding;
- Ongoing Training;
- Proactive Technical Support;
- Monitoring and Performance Analysis;
- Contract Renewal Management;
- Customer Feedback and Satisfaction Survey;
- Upsell and Expansion;
- Customer Support;
- More.
Complete the form for a speedy response!
Or email us at hello@brazildesk.com
Table of Contents
What is customer success?
Learn The Essence of Customer Success
As the phrase itself suggests, customer success is about ensuring the success of the customer who uses your service.
The practice of customer success is widely employed in the acquisition of software and systems used for services.
When a customer decides to engage your service, there is a post-sale effort: ensuring that they succeed in using your service or product.
When your customer is satisfied with your service and knows how to use it effectively, you prevent customer churn.
Learn more about what is customer success.
A 2014 study by the Harvard Business Review found that the cost of acquiring a new customer can be up to 8 times higher than the cost of retaining an existing customer. The research also showed that companies focusing on customer retention can increase their profits by up to 95%.
From this, we can conclude that “Customer Success” is a business approach that focuses on ensuring that a company’s customers succeed with its service and remain with it, avoiding high customer turnover.
Companies That Implemented Customer Success
Dive into Real-Life Stories of Popular Companies Making it Work
Salesforce
HubSpot
Zendesk
Amazon Web Services (AWS)
Salesforce
Salesforce, a leading customer relationship management (CRM) platform, places a strong emphasis on customer success. They have a dedicated Customer Success team that works closely with clients to ensure they maximize the value of the Salesforce platform.
- Approach: Salesforce’s Customer Success team focuses on proactive engagement with customers, providing them with resources, training, and support to optimize their use of the CRM tools. The team also collaborates with customers to understand their specific needs, challenges, and goals, tailoring solutions accordingly.
- Results: Salesforce’s commitment to customer success has contributed to high customer satisfaction and retention rates. By helping clients leverage the full potential of their CRM platform, Salesforce has built strong, long-term relationships with its customer base.
You can check many successfull customer stories on their website.
HubSpot
HubSpot, an inbound marketing, sales, and customer service platform, places a strong emphasis on customer success to help businesses grow better. They provide a suite of tools that support various aspects of the customer journey, and their Customer Success team plays a pivotal role in ensuring users achieve their goals.
- Approach: HubSpot’s approach involves personalized onboarding, ongoing training, and a wealth of educational resources. Their Customer Success Managers work closely with clients to understand their unique challenges and guide them in utilizing the HubSpot platform effectively. Regular check-ins, webinars, and a vibrant user community contribute to a collaborative customer success ecosystem.
- Results: HubSpot has seen significant customer growth and retention due to its customer-centric approach. By aligning customer success efforts with the company’s mission of helping businesses succeed, HubSpot has built a loyal customer base.
You can check how to use Hubspot for Customer Success implementation.
Zendesk
Zendesk, a customer service and engagement platform, is known for its focus on customer success and satisfaction. Their platform is designed to streamline customer support processes, and their Customer Success team works to ensure clients derive maximum value from Zendesk solutions.
- Approach: Zendesk’s Customer Success team engages with customers throughout their lifecycle, providing support during onboarding, offering training sessions, and regularly checking in to address any challenges. The team also gathers feedback to enhance the platform and tailors recommendations based on the unique needs of each client.
- Results: Zendesk’s commitment to customer success has contributed to positive customer reviews and high retention rates. By fostering a culture of continuous improvement and customer-centricity, Zendesk has positioned itself as a trusted partner in the realm of customer service and engagement.
Amazon Web Services (AWS)
Amazon Web Services (AWS), a subsidiary of Amazon, provides a comprehensive suite of cloud computing services. AWS understands that successful customer outcomes are crucial for long-term partnerships, and they have a robust customer success program in place.
- Approach: AWS takes a proactive approach to customer success by offering extensive documentation, tutorials, and a dedicated support team. They provide personalized assistance for onboarding, architecture design, and optimization. AWS also emphasizes training and certification programs to empower customers with the knowledge to make the most of their cloud services.
- Results: AWS’s commitment to customer success is evident in its large and diverse customer base, ranging from startups to enterprise-level organizations. The company’s focus on education, support, and continuous improvement contributes to high customer satisfaction and loyalty in the competitive cloud computing market.
Customer Success Outsourced Solutions
We provide 24×7 customer services via chat, social, email and/or phone.
Custom Onboarding
Specialized assistance in integrating new clients, ensuring a smooth transition to your platform, and maximizing initial product/service adoption.
Ongoing Training
Development and execution of regular training programs to ensure clients stay updated on the latest features and use the platform effectively.
Proactive Technical Support
Dedicated team to provide continuous technical support, identifying and resolving issues before they significantly impact the customer experience.
Monitoring and Performance Analysis
Constant tracking of client platform usage, analysis of relevant metrics, and providing insights to optimize efficiency and achieve client objectives.
Contract Renewal Management
Proactive management of the contract renewal process, ensuring clients are satisfied and aligned with the offered solutions.
Upsell and Expansion Opportunities
Identification of upsell opportunities and service expansion, promoting growing satisfaction and meeting evolving customer needs.
Our Other Services
Beyond Customer Support: How We Assist Companies with Comprehensive Customer-Related Services
BrazilDesk is a company specialized in customer success solutions and customer support outsourcing. We are headquartered in Brazil, specifically in the state of Rio de Janeiro, and cater to companies from various countries.
Having a partner to assist you in the customer journey and their maintenance is highly important. After all, a major issue nowadays is companies with unprepared customer support, and any user dislikes being well assisted during the purchase process only to receive less attention in the post-sale phase.
This is where BrazilDesk excels and how we can assist you.
Some other services we offer:
Live Chat Support Outsourcing
If your company utilizes a chat channel, having someone there 24/7 or during business hours is crucial. Despite advancements in AI, people tend to prefer human interaction over automated responses. This also adds value and trust to your business.
Email Support Outsourcing
Many companies receive customer contact via email, sometimes it’s the preferred mode of communication for the company, and the email channel needs to be efficient and practical to avoid endless conversations in your client’s inbox. Therefore, BrazilDesk always seeks methods to optimize email support.
Telephone Support Outsourcing
Then there are clients who need to speak with someone. This channel is generally the most personable, and it’s important to consider this. Ensuring a smooth conversation, good audio quality, and precision in identifying problems and offering solutions are aspects we prioritize.
Technical Support Outsourcing
To ensure your customer’s success, having a dedicated and trained technical team is crucial. We ensure to always work with the best to provide quality technical support to your users.
When should I outsource a customer success team?
Understanding When a Customer Success Team is Essential
Outsourcing a customer success team (CS) can be a powerful decision depending on the stage your business is in. Many startups, to stay lean, outsource various activities, but knowing when to do so is crucial.
1 – Accelerated Growth Phase:
When your customers experience rapid growth: This occurs when the internal CS team is unable to handle the demand, making outsourcing necessary. Lack of expertise: This situation arises when the internal team lacks specific CS expertise or consists of temporary staff, such as support agents. Outsourcing a team can be of significant assistance.
2 – Cost Savings:
When you outsource a customer success team, you can save considerably compared to direct hiring, especially if you contract with a company located in a more cost-effective labor market, such as Brazil. That’s why BrazilDesk can be a good option for you.
3 – Specific Needs:
When your company requires a particular qualification and obtaining it more promptly from a company specializing in that area can be both interesting and practical. Support in different languages and regions: For instance, BrazilDesk offers its services in three languages: English, Portuguese, and Spanish. Utilizing a more qualified and pre-existing workforce accelerates the entire process.
The benefits of a outsourced customer success team
Empowering Product Focus: When a Outsourced Customer Success Team Becomes Essential
Specialized Expertise: Outsourced Customer Success companies often have specialized and experienced teams with knowledge of best practices, tools, and strategies to ensure customer success. This provides the startup with access to expertise that may take time to develop internally.
Cost-Effectiveness: Outsourcing can be more cost-effective than hiring and training an in-house team. This allows the startup to leverage the services of qualified professionals without the burden of costs associated with a full-time internal team.
Flexibility and Scalability: Outsourced companies offer flexibility to scale Customer Success services according to the startup’s needs. This is particularly useful as the startup grows and requires more customer support.
Focus on Core Business: By outsourcing Customer Success, the startup can focus its resources and energy on product development, innovation, and growth strategies, while the specialized company takes care of customer interactions and relationships.
Quick Implementation: Outsourced companies often have established processes and systems, enabling a faster implementation of Customer Success. This is crucial for startups seeking efficient results in a short time frame.
Access to Advanced Technology: Specialized companies often use advanced technologies and automation tools to enhance Customer Success operations. This can provide the startup with access to technological resources that may be expensive to acquire and implement internally.
Continuous Learning and Improvement: Specialized companies often have a culture of continuous learning and adaptation to industry best practices. This means the startup benefits from an approach focused on constant improvement.
F.A.Q
What is Customer Success, and why is it important for a startup?
Customer Success refers to the approach of ensuring that customers achieve success when using a product or service. It is crucial for startups as it promotes customer satisfaction, retention, and loyalty, contributing to sustainable growth.
How can Customer Success benefit my startup?
Customer Success helps maximize customer satisfaction, reduce churn (cancellation rate), boost retention, and increase upsell opportunities. It creates lasting relationships, contributing to the long-term success of the startup.
Why consider outsourcing Customer Success?
Outsourcing Customer Success provides quick access to experts, reduces operational costs, offers scalability flexibility, and allows the startup to focus resources on its core business.
How to choose the right outsourced company for Customer Success?
Consider the company’s experience, track record of success, alignment of values, technological capability, scalability flexibility, and feedback from previous clients. A strong partnership is crucial for the success of outsourcing.
What is the difference between Customer Success and Customer Support?
Customer Success focuses on continuous customer success, ensuring they achieve their goals. Customer Support deals with specific issues and immediate problem resolution. Both are complementary but have distinct approaches.
Read this article for more.
How can outsourcing Customer Success adapt to my startup's culture?
When choosing an outsourced company, ensure they understand and align with the startup’s culture and values. Open communication and collaboration are crucial for successful integration.
Is outsourcing Customer Success suitable for all startups?
It depends on the needs and stage of the startup. Startups seeking rapid scalability, access to experts, and operational efficiency can benefit significantly. However, the decision should be based on the specific circumstances of the startup.
How to measure the success of outsourced Customer Success?
Establish clear Key Performance Indicators (KPIs) such as retention rate, customer satisfaction, completed upsells, and feedback. Regularly monitor these metrics to assess performance and make adjustments as necessary.
Where can I learn moreabout customer success implementation?
Customer Success Metrics: A Comprehensive Guide” by UserLeap:
This guide delves into the various metrics used to measure customer success, including implementation-specific metrics like time to value and adoption rate. It helps you define and track what matters most.
Link: The Comprehensive Guide to SaaS Customer Success Metrics | LinkedIn
Building a Customer Success Playbook: Implementation Onboarding” by Totango:
This playbook offers a practical guide to creating a structured onboarding process for new customers. It emphasizes the importance of personalization, active learning, and clear communication.
Link: Guide to Successful Customer Onboarding (totango.com)
You can also benefit by reading the following books:
The Startup’s Guide to Customer Success: How to Champion the Customer at Your Company” by Jennifer Chiang
This book provides a practical guide for startups to build a customer-centric culture and implement successful customer success programs. It covers topics such as onboarding, adoption, churn prevention, and customer advocacy.
Farm Don’t Hunt: The Definitive Guide to Customer Success
This book offers a comprehensive framework for building and scaling customer success programs. It emphasizes the importance of proactive outreach, customer value optimization, and data-driven decision-making.
Also, you can find this Google book called: The Customer Success Professional’s Handbook
One more thing we need to share with you is this Ted Talk by Darren Ross called: Finding A New Flavor of Customer Service (Watch on YouTube).
You can also check our Guide To Customer Success and download it for free.
How can BrazilDesk assist my company with customer success outsourcing?
Expanding Horizons: Our Suite of Customer-Centric Services
BrazilDesk can assist you with customer success outsourcing, as it is a specialized company with expertise in the best practices for the successful execution of a customer success plan.
Additionally, our costs are reduced because we have employees working remotely and are based in Brazil. We are also accustomed and experienced in working with startup companies (SaaS) that aim to keep their staff lean, focusing more on the business while delegating customer care to a specialized company.
If you are looking for a customer success outsourcing company to help your business, rest assured that BrazilDesk is the best solution.
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Or email us at hello@brazildesk.com
