Customer Success is the ability (and the process) to anticipate your customers' challenges or questions and to proactively provide them with solutions and answers to problems before they arise.
We help you transform the way you manage your customer service today so as to increase customer happiness and boost customer purchases and retention.
Customer Service = Customer Support + Customer Success
In today’s world, marked by endless customer choice, Marketing and Sales are no longer enough to support your growth.
In addition to being responsive in answering your customer's questions (Customer Support), it's time to partner your customers proactively and help them achieve greater value (Customer Success).
ANALYSIS AND OPTIMIZATION
Customer Service Processes
Current Tools
Documents and Info
People Involved
Channel Identification
Roadmap Implementation
Marketing-Service Alignment
Sales-Service Alignment
MOVE UP A GEAR
Conversations Inbox
Multichannel Strategy
Knowledge Base
Support Tickets
Feedback Surveys
NPS
Chat and ChatBot
Workflow/Automations
Reports and Dashboards
A POWERFUL PLATFORM
HubSpot
Zoho One
Customization
Automations
Reports and Dashboards
Data Imports
INTEGRATIONS
CRM
Website
ERP System
IoT platforms
TRAINING AND CHANGE MANAGEMENT
Cultural Transformation
Online Training
On-Site Training
In 3 languages
E-mail + Telephone Support
Regular Audits
“Customer satisfaction is at the heart of our customer service. Cloudnova has enabled us to optimize our internal processes and provide an efficient service seamlessly integrated with our operating platforms.”
“We drew on our roots to embark on a process of profound corporate innovation. Cloudnova has helped us discover the potential of inbound marketing, and continues to accompany us with a winning strategy and technology mix.”
Especially recommended for companies with a large Customer Service team that needs to develop the methodology and tool use. We will delve into your industry, analyze the current situation and help you implement Customer Success Management, also through new technologies. The aim is to become an extension of your team and a strategic partner.
Recommended for companies that have an in-house Customer Service team and a general strategy, but have limited time, resources and expertise to implement it. We will become an extension of your team and operationally execute your requests to improve internal processes and the customer experience.
Designed for companies wishing to sort out their Customer Service processes and to implement a digital platform to support this department, but need a little help to get off on the right foot. We will implement software within your team and offer comprehensive training and support. The aim is to step back when you are ready, and allow you to walk on your own two feet.