Growth July 14, 2020

Tip: Use a conversational support funnel to increase retention

Growth Bites @growthbites

Customer support directly impacts retention, but it's notoriously time-consuming. Increase customer satisfaction and save time by adding two layers of support before your team gets involved.

Conversational support funnels are three-layer support sequences that reduce your support load, saving you valuable time and energy, while improving customer satisfaction. In other words, it's a great way of decreasing spend while increasing retention. At the top of the funnel is proactive support. You can answer questions before they're asked by adding tooltips or FAQs to key points in the flow, and by alerting customers about known issues like bugs, outages, delivery delays, etc. You can even use machine learning to predict questions according to actions (and inaction). These small tweaks are huge time-savers. Then there's self-serve support, where bots in your in-app messaging system answer common questions for you. That saves you even more time, as MongoDB can attest — they saved 3700 hours (and counting) this way. Plus, bots are quicker than humans, increasing response time by 3x and improving customer satisfaction. Finally, there's good, old-fashioned human support for the most complex and unique questions. Human support is important and you should never make it hard to reach a human, but giving users the chance to easily answer their own questions first can be a game-changer.

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