Customer Success is a difficult role and it requires the ability to manage priorities for many clients at once. The most important goal for your customer success team is inevitably making sure that customers get the most value from your product as possible.
Too often customer success teams are bogged down with manual tasks to supplement feature gaps in the software or triaging issues that can be solved with improvements to the platform. You can help your customer success team simplify their lives and make your customers happy by providing your customers access to their data in a digestible presentation, when they want it without relying on your team doing lots of manual work.
Let’s look at how better access to data through analytics dashboards can help you reach your customer success goals.
Prove Your ROI
The ultimate goal for your customer success team is to help your customers find success with your platform and to understand the value they get from using it. Dashboards help convey this message every time a customer logs into your platform; making the job of customer success managers that much easier.
A dashboard helps display the ROI of a platform by providing KPIs, simplifying data collection and analysis, organized by each user’s needs. These metrics assist your customers run their operations and make better decisions. . For example, Shopify’s analytics dashboards show key metrics on product sales, displaying the monetary ROI of their platform. However they don’t stop there, they also provide insight into website traffic, abandoned carts, and traffic sources, helping users improve their marketing strategies. By aggregating this data in a single view, shop owners save valuable time digging for information and allow them to identify trends to help the overall business growth.
Shopify could optimize their analytics dashboard further segmenting their dashboards by the different roles or activities their shop owners perform. For example, building separate dashboards for different departments such as Marketing and Accounting, allows users to focus on their daily tasks, bringing more meaning to the analytic data, ultimately adding more value to the system.
Dashboards and analytics features relieve your customer success team from manual data manipulation and gathering. Early on in a platform’s lifecycle, customer success managers’ time is mainly consumed by this manual labor as reports and analytics must be manually run as customers request new data.
At Verb, we think of analytics dashboards not just as a page inside of your application but as alerts or digest emails that are sent regularly to your end-users. They are an extension of your platform and help keep your system top-of-mind for your users while also providing value.
By giving your customers their data automatically, you free time for value adding tasks instead of repetitive tasks. If team members can focus on pushing your customers forward, it ultimately leads to improvement for everyone.
Provide Real-time Insight to Customers
Providing real-time (or near real-time) data will always give your customers more satisfaction and ease their minds because their data is available to them as soon as they need it instead of waiting for manual or batch updates.
Short feedback cycles and the data that closes the loop help businesses move quickly and respond to outliers immediately. For Shopify owners, knowing that their shop has an abnormally high cart abandonment rate or their site traffic has spiked, can alert them to issues with their website or predict higher than normal order levels. In either case, this real-time information helps shop owners be more assertive with their decisions and simplifies the job of customer success by providing accurate information directly to the shop owner in a timely manner.
Dashboards and Analytics provide transparency to customers about what is occurring in your platform and gives you an opportunity to create a narrative around the success that you help them achieve. Whether you provide e-commerce tools that help your customers make money or your simplify workflows, providing holistic insights into the information that occurs through your platform will make your end-users more successful and help your customer success team focus on value creating opportunities instead of manual, repetitive tasks.