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Herb Pyles

We had the opportunity to sit down with our Chief Operating Officer, Herb Pyles, to learn more about our new 90-day customer success program, how it enhances the customer experience, and why it sets us apart from our competitors. 

What originally gave you the idea to create the 90-day customer success program? 

I thought about the customer lifecycle and how after customers go through our sales process and their solution is deployed, they drop into this big black hole and the next time we hear from them is when they have a problem. I wanted to change that. 

How did you go about making that change? 

90% of every customer that is onboarded has the bulk of their tickets in their first 90 days. Think about that data: if we employ 1000 new customers, 900 of them will have all of their tickets in their lifetime in their first 90 days. 

I thought: why do we stop talking to the customer after they are activated? Most of their questions are going to come in the first 90 days, so let’s be with them every step of the way during those 90 days. 

How does the program work? 

Every time a customer comes out of their activation period—100% of them—will be contacted by one of our agents who will become their dedicated specialist for the next 90 days and troubleshoot any problems that arise.  

If the customer has no concerns, our team will still check in with them to be sure everything is running smoothly. These dedicated specialists will be their main POC for their first 90 days, so they will only ever need to reach out to one person as they get to know their system. 

What are you hoping to achieve with this new customer success program? 

You only have one chance to make a good first impression and I don’t want a customer’s first impression to be: ‘I have to pick up the phone and call tech support since something’s broken.’ That doesn’t start the customer off on the right foot.  

Our program is designed to be proactive, not reactive. Our agents will call new customers to make sure they have all the information they need about the services we are delivering, rather than them calling us. Furthermore, there will be a message every time we call. ‘I noticed you have faxing services, do you have enough faxing services available?’ etc. These dedicated specialists will ensure every customer’s onboarding experience is as effortless and hassle-free as possible. 

What does this mean for the customer? 

Broadvoice mainly has SMB customers, and many are micro-SMB customers, that don’t expect the kind of service that I want us to deliver. For customers, it doesn’t matter if you spend $50 or $5000 with us, you are still going to get the same concierge service for the first 90 days.  

What happens when that initial 90 days is over? 

At the end of 90 days, customers will get a graduation packet letting them know they have graduated from the 90-day program. The packet will also include the phone numbers and emails of the people they should reach out to if they have future questions or problems.  

How does this specific program set us apart from other providers? 

With other providers that have programs similar to this, it’s always a function of revenue. The big guys get the best service. But with us, I don’t care how big of a customer you are, you are going to get access to this service regardless of your business size! 

What do you think is the most important part of the customer journey?

That first step. When you talk about the customer journey, the best step is the first step you take and that’s why these first 90 days are so important to the Broadvoice experience. 

To learn more about our new 90-day customer success program, click here.

 

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