I’m Amie Nabiyev, leading the Customer Success team at SnippetSentry. We believe that Customer Success is all about keeping the conversation going between us and you, forming a constant feedback loop and to develop a product you want rather than what we think you want. We handle this through two main strategies: Interactive and Proactive communication.
Interactive Communication
This method is hands-on. We keep an eye on how you use our services, especially during critical times like onboarding. Watching new customers navigate our service gives us real-time insights:
- Did the onboarding instructions make sense?
- How many extra questions did they have?
- What stumbling blocks came up?
- Any specific problems? What were they?
We discuss these observations in our weekly meetings with Product Management and Engineering to constantly fine-tune the experience.
Proactive Communication
We take the initiative to keep you ahead of the curve. Consider our SentryWatch feature, for example. Instead of waiting for you to discover and understand its benefits, we proactively contact you to explain how SentryWatch can enhance your monitoring capabilities. We’ll guide you through its setup and show you how to customize its alerts to fit your specific needs. This proactive approach ensures you’re fully equipped to utilize all its features effectively from day one.
Your feedback from these sessions also gets funneled back to our team, helping us make ongoing improvements. Customer Success is crucial—it’s what helps us give you the best product- through customer-led enhancements.
