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SaaS Apps – Why Loom Is Integral To Customer Success

 

Everyone learns their own way, and more importantly their own speed. Finding the right balance to please both of these groups is tough in the Customer Success space. To help you understand where we’re coming from, & if you’re unfamiliar with what we do, we deal in all things Gmail and G-Suite. Our extension helps you manage your email, through using reminders, auto follow-ups, send later, email tracking, and many other features. While email isn’t complicated – if you haven’t had an integration with your Gmail before you may feel overwhelmed when things change on you. Does anyone remember when Instagram changed just their logo? Now imagine changing the look of something like your email?

With Loom, a Google Chrome integration that will let you record up to 5 minutes of a screen share – for FREE! For us personally, we would record no more than 1-2 minutes to display what we needed to for our customers. At 5 minutes though for free, Loom remains a fantastic option for those in the Customer Success field.

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** When you add the extension, you first sign up **

 

Here at FollowUp.cc we’ve embrace video content from a help center standpoint. However, a problem with help center based video content is it’s not personal it applies a broad stroke to all of your users. As we study Customer Success and what consumers are looking for, a personalized experience is almost always at the top of the list. With Loom. you can effortless create a video that’s tailored to that person’s specific learning question or ticket/problem.

 

When it comes to Customer Learning – it’s hard to tailor the learning experience on the fly. With Loom, you can do that when a customer has something specific they want to see. We’re not taking away the necessity of live 1 on 1 demos, but Loom helps lower the need to do these, especially when a customer may just have a quick question about learning your service that applies to them specifically. That way it saves you time from scheduling a part of your day, and saves the customer that same time slot.

 

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** The pre-recording menu **

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** You can edit what to capture, mic input, and camera input **

Loom can also help you in the ticket/issue space. Quite often, users bring attention to problems you cannot tell from reviewing code and software. If an issue is truly something that requires developer attention – then follow your process of escalating the issue. If it is something that the user created and just needs better direction to complete their task, then we send them the quick 1-2 minutes to help resolve their issue.

 

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** These are your recording controls that show up in the bottom left ** 

These videos paired with a chat/email response to their question creates a well-rounded experience for our customers thanks to stellar support. I’ll leave you with a recent NPS survey reiterated just this point about providing great support, in which they said: “It’s a very convenient tool and I love your attitude as a company because on the single event that I needed your help the Support provided was outstanding.” Loom is one of our resources that makes these interactions memorable and outstanding. If you haven’t yet, give them a try! I just hope your not camera shy! :)

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