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Customer Success and Customer Service are a crucial part of software onboarding and implementation. In addition to sharing published resources, the MPOWR Envision team sets customers up to achieve their goals through person-to-person support throughout their strategy journey.
Setting the Scene
You’ve just made the leap and purchased new software that will help simplify your working or personal world. And all during the decision-making process– when the software providers assure you that their platform is really simple to learn, you’re thinking, “Jeez, I hope so!”
Now it’s time to onboard you and your team, and it is a whirlwind.
Their software account team jumps on a call with you and they say all the right things:
- They cheerily tell you they are excited to work with you.
- They send you their contact information with the implication that the software is so intuitive, “You won’t really need this.”
- They show you their online training resources of video tutorials, online learning platforms, and in-app guidance.
- They give you a list of references, assure you again that using the platform is really easy, and you’ll all be done once you finish reviewing everything.
Sounds perfect, right? The problem is, after they wrap up, you’re left feeling hesitant and wondering if you’ll ever see or hear from them again. You’ve technically been onboarded, but feel all on your own.
Published Resources vs. Person-to-Person Support
Don’t get me wrong; online videos, tutorials, knowledge-based articles, and other electronic resources are incredibly helpful. It’s why we have a whole library of them! They can be bookmarked and reviewed often, explaining areas of growth and simplifying complex solutions.
However, published resources can’t compare with person-to-person support. Why?
- They are not customizable to either your questions or your learning style. If you learn differently from how they are presenting the concept, you’re toast. This is especially true if you are a kinesthetic learner and absorb information by doing, not watching.
- It’s a one-sided experience. There is no allowance for addressing the specific things your team will need in your use of the software. You can’t ask questions or clarify a certain point. You anything different about the UI/UX navigation or alternate methods for how your team might see themselves for their specific use-case.
How Support Looks at MPOWR Envision
At MPOWR Envision, we believe the best experience, the most successful outcomes are a result of the personal, one-on-one onboarding sessions. Its time invested in the success of our customers and it’s worth every penny, for us and them.
- We ask tons of questions to understand their application of our software and the nuances of how our their teams may be using it.
- We talk them through a walk-through. That is, we don’t click around the functionality of the software, we have them do it.
- Augmenting this personal experience, we have written articles, explanations, videos and in-app tutorials so no matter how each member of the team learns, we meet them where they are.
- One of our favorite aspects of person-to-person support is the customer’s ability to ask questions. And they do. Lots of them! And we couldn’t be happier. We value honest, straightforward communication and open feedback. We encourage and listen to new ideas, whether they come from the MPOWR Envision team or directly from customers themselves. The result is year-round updates and new MPOWR Envision features, voted upon by customers and rolled out with step-by-step instructions. In fact, over one-third of our new releases are customer-suggested.
And that makes for a customer-centric SaaS platform that we’re proud to say is an important part of strategy execution.