Voice of Digital Customer Success

@Aynot2000 we have a digital segment but it is not completely without CSMs / we still have them to handle more strategic conversations, and we are building the digital communications to specific touch points or give more resources. I guess you use the Support function only then for those customers, if they need extra help? Curious to hear :) 

+1 to @alizee ‘s point that even a mass email can make people feel like they’re hearing from a human. When I send an invite to thousands of people about a virtual meetup, I always get a handful of people who reply saying, “I’m sorry to say that I can’t make it this time.”

It’s actually valuable for me, too. When running a digital CS program, it can feel like you’re just throwing content out into the void, and metrics are an awfully impersonal way to monitor what happens. The occasional reply helps me feel like I really am reaching people, which gives me drive and enthusiasm, which helps me commit to continuing to put the content out there, and to maintaining high quality.

@Aynot2000 We also have a large digital segment (which technically isn’t a segment but an engagement model - customer could be in another segment), but we have made the conscious choice (through the real-sender/face behind the email) to deprive no-one of the opportunity to get back/ask a question and to build a relationship with them - so I guess you could say it’s not/will not (for the foreseeable) be 100% digital. I’d say we’re 95% digital with a “pooled CSM” (not exactly that) to handle the customers with that engagement model. We even have customers that are now in-between: they’re “digital with a cadence”.