HI All
New to the Gainsight community so delighted to be here. I would be interested to know from other Gainsight CS Leaders if their customer basic are technical (Coders / developers) and what their response / engagement is like from these customers with their CSMs. Also have you experimented with different channels of communication (Email / Survey / Phone / Zoom) and which have you found to be the best channel for Engagement.
Looking forward to discussing this topic.
Thanks
Damien
HI
I’ve worked with organizations who have had technical and non-technical clients. Customer demographics plays a large role in how you want to target your communications. No particular channel will work best for all different cases. Some people often prefer quick chats to get their problem solved versus phone calls and emails. But that’s not for everyone.
I would strongly recommend you talk to your customers and/or possibly do a survey to find out how your customers want to be best communicated to. They will always know best. :)
But generally speaking, I have found chat and email to work best with people who are technical and possibly introverted. But that’s not always typical. I would recommend allowing CSMs a toolkit of options so that they can choose the best comms method for their particular customer. And again, ask you CSMs to ask your customers what they would prefer.
Hope this helps!
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