Using The Tech Touch Approach For Customer Success

Customer Experience
Written By :
Soham Sharma
Published On :
May 7, 2023

Besides, as you scale up, it can be difficult to manage your customers while keeping them just as engaged now as you did when you first onboarded them. This is where the idea of tech touch for onboarding comes into play. Today, there are several digital adoption solutions like Ziplyne for employee onboarding and so forth. 

In this article, we shall discuss the following: 

  • What is tech touch?
  • The advantages of tech touch for customer success
  • The best tech touch practices you should adopt as a business

What Is Tech Touch?

Tech touch is an approach that involves very little human interaction with the customer. The check-ins are generally conducted and managed by the software. This way, the customer feels valued because of the consistent check-ins, and they can bring problems or complaints to the company’s notice without hassle. 

What Are The Advantages Of Tech Touch?

Customers in the Software as a Service (SaaS) industry are known to have high expectations and demands. In fact, 80% of business buyers want real-time communication

Tech touch is key when it comes to customer success. How? Because of consistent communication and contact with the customer. Tech touch affects customer success roles, processes, skills, and technology. Here are some critical advantages of tech touch: 

  1. Scale your business with ease

Tech touch allows you to retrieve and leverage customer data efficiently, enabling Customer Success Managers (CSM) to offer personalized value to each customer. Ultimately, scaling your business requires you to get more customers while retaining your current customers. Tech touch allows you to tend to all your customers as you grow your business. You can use tech touch to evaluate metrics like contract value, health score, feedback forms, etc. 

  1. Easy and relevant communication

If your business offers multiple products and services, chances are you have a variety of customers that have signed up for different things. The key to keeping your customers is delivering relevant and personalized value. With tech touch, you can segment your customers and drive targeted communication to each group of customers. 

  1. Saves CSMs a lot of time

As mentioned, tech touch involves minimal human interaction with the customer. Thanks to automation, CSMs can save themselves a lot of time and effort and focus on other important and more complex tasks. This will allow you to maximize your Return on Investment (ROI). 

  1. Improve your relationship with customers

This goes hand in hand with customer segmentation. Ultimately, the goal is to get more customers and ensure you solidify your relationship with them. Thanks to tech touch and customer segmentation, you can deliver crystal clear, relevant information to your customers without spamming them, ultimately bringing them a lot of value. 

  1. Give your customers self-sufficient solutions

What’s even better than giving your customers personalized value? Allowing them to provide themselves with value. Tech touch helps you give your customers self-sufficient solutions. Self-sufficient solutions include product material, networks, content, and so forth. In other words, they can derive value for themselves without your help and only ask for it when they deem it necessary. 

The Best Tech Touch Practices For Customer Success

If you want to maximize your customer success using tech touch, here are a few practices you ought to adopt: 

  • Create and automate a customer satisfaction survey to get customer feedback and understand their happiness levels. 
  • Maintain a knowledge base of curated content. This knowledge base should include things like fundamental product information and descriptions, training, instructions, Frequently Asked Questions (FAQs), and so forth. Doing this will help CSMs save a lot of time. 
  • Regular emails, newsletters that contain valuable content, recommendations, essential updates, etc. 
  • Automated communication to prompt your customers to take action. This can be upgrading their products, features, and so forth.