TL;DR Blog
November 7, 2023

Across industries within B2B, Customer Success teams have a ton on their plates. From ensuring smooth onboarding of all their clients and their continued attention and success, to managing projects and campaigns, coordinating between different teams, using multiple apps and systems, and involved in many different discussions and threads, Customer Success teams’ work is vast, taxing and critical in the success of B2B companies. 

Which leads us to our focus today; how customer success teams are best leveraging their Sidekicks to supercharge their work day and free them up to add more strategic value. 

Customer Success Managers:

Swamped by many clients, platforms, action items, issues, communications, Customer Success teams now have a Sidekick to more effectively manage clients and their health with ease. CS managers can ask Sidekick questions or requests like show me a list of clients stuck at certain onboarding stages at the moment or for certain time frames, show me a snapshot of clients at risk or that are about to reach certain milestones like usage limits or contract renewals. Similarly, set up Sidekick to send you alerts or updates when clients reach certain milestones, when a new client completed onboarding, when client issues escalate or when a product issue was solved. CS managers can also ask Sidekick questions about internal documents uploaded, for example, specifics on the onboarding process.

Take a look at just a few examples of how Customer Success & Client Managers leverage Sidekick on a daily and weekly basis:

  • Show me a list of clients stuck at onboarding stages for more than 3 days 
  • Show me a snapshot of clients at risk 
  • What clients are missing items for onboarding
  • Send me a list of clients that are about to reach certain their usage limit 
  • Which clients of mine are up for contract renewals in the next 3 months 
  • Let me know when a Tempo Corp completes onboarding 
  • Let me know if issue with Paradise Inc escalates  
  • Let me know when a product bug was solved. 
  • What is the proper client onboarding process before integration from this doc
  • Summarize the #productteam channel from the last 3 days

Professional Services & Support:

Support and Professional Services members are supercharged by Sidekick in managing various platforms, clients, bugs, and escalations of client issues. Ask Sidekick to show you a list of all critical product bugs unsolved for more than two weeks or tickets opened in the last 24 hours. Get updates from Sidekick when tickets are solved, when clients reach certain stages of onboarding or when they are stuck in an onboarding stage for more than a week. All to make sure you stay on top of your work game. 

Check out just a few example use cases Professional Services & Support teams use:

  • Show me a list of all critical product bugs unsolved for more than 7 days 
  • Show me all tickets opened in the last 12 hours. 
  • Let me know when ticket #43452 is resolved 
  • Let me know when Tempo Inc, completes the onboarding form
  • Let me know when clients are stuck at onboarding stages for more than 3 days
  • Track all mentions of “Simple Inc.”
  • Track all mentions of “technical issue” “escalation”
  • Every Friday at 9am send me a summary of the #simple-team channel from the last week
  • Send me a summary of #cs-team channel from the last 3 days 

Customer Success Management:

From team leads, directors and VPs of Customer Success, Sidekick gives full observability over clients, teams and team members.  Instantly get info from Sidekick like show me upcoming renewals or amount of churn for the quarter by region or by team member, what is the total pipeline amount by region this month, show me a list of clients at risk by region or by CS manager, or one showing clients nearing the end of their PoC and more.  Setting up Sidekick to send alerts or updates on a weekly or monthly basis on aspects like renewals or churn keeps your finger on the pulse with ease.

See here a few examples of how Customer Success team leads, directors and upper management supercharge their workweeks:

  • Show me contracts up for renewal in the next 3 months 
  • Show me the amount of churn per quarter by in the U.S. and APAC 
  • Show me the amount of churn by Chris in the last 6 months 
  • What is the total pipeline amount by region this quarter 
  • Show me a list of clients at risk by region or by CS manager, 
  • Show me a list of clients 30 days from the end of their PoC  
  • Track all mentions of “churn”
  • Track all mentions of Tempo Inc, Paradise Corp, and Beverly Institute
  • Send me a list of customers under PoC 
  • Send a summary of customer satisfaction scores (CSAT, NPS)

These are just multiple examples of how you can supercharge your work efficiency with Sidekick. Remember, at Jigso, we are a community-driven company where our users are Sidekick’s biggest contributors; providing direct feedback, feature ideas and early testing. As we continue developing and our community grows, new use cases come up and features requested. Join us on this journey to make sure everyone has a professional Sidekick! If you haven’t done so already, give Sidekick a test drive and connect it to all your work apps to maximize its value.  

Stay tuned for future articles and news about how Sidekick is supercharging teams in nearly 2,500 companies worldwide! 

Oren Langberg
Head of Marketing
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