Customer Success team | We work as a team with our customers

The best customer experience

Despite our extremely ambitious specifications, Solvemate did a very good workshop. Also, the flexibility and reaction speed of Solvemate is excellent!

Carlos Reinsch

Project Manager BVG

It's the best onboarding we have ever had of a product. The fact that we have a deliverable we can show the business in a day and a half - it's amazing!

Mike Miner

Head of Customer Support JustPark

Solvemate really understands our customers, and took the time to research what we do & who we are. It’s not the case for every vendor.

Christian Becker

Co-Founder & Business Development Fintiba

It’s more than the bot! A big part of our achievement is that Solvemate’s Customer Success Team is always there for us when we need them.

Andreas Lehmann

Head of Service Operations Contorion

With the support of Solvemate’s Customer Success team, we quickly reached positive ROI. They were with us every step of the way.

Maximilian Fischer

Customer Service Manager eGym

Initially we didn’t know the potential of our new bot. The Solvemate team helped us get a good understanding - after that we couldn’t wait to start using it.

Lea Guerin

Customer Support Manager Chrono24

Solvemate designed a very professional and qualified onboarding process. They assisted all of our team members individually. I'm very much looking forward to further cooperation

Tiemo Zepernick

Team Lead 2nd Level Customer Care E-Commerce Globetrotter

group-of-people-using-laptops-1560932_(2)

The remote onboarding didn't stop Solvemate from providing fun, engaging and easy to digest sessions. My excitement on the project increased and I love seeing the bot take shape so early.

Jonathan Beirne

Head of Customer Service musicMagpie

The onboarding with explanations, briefings, discussions and Q&A-rounds was great, thanks a lot!

Rainer Habekost

CEO Troll Factory

The road to success

Sales Handover

Sales Team hands over to your dedicated Customer Success Manager
You and your Customer Success Manager have a “Get to Know You” phone call
Your Customer Success Manager prepares your 2-day onboarding

“During handover, we capture all customer information from Sales, such as their goals, KPIs, and challenges. This sets the project up for success right from the start.”

Niklas Thamm
Customer Success Manager

Onboarding

Kickoff over two days in a flexible location. We’re happy to come to you!
Social activities & dinner to get to know each other better
First version of the chatbot ready by the end of the onboarding

“Onboardings are fun and rewarding, but also require a lot of thought beforehand. We support the customer with our knowledge and market insights to help inform their bot setup.”

Niklas Thamm
Customer Success Manager

Beta-testing & fine-tuning

Customer & Solvemate both test the chatbot and give feedback
The chatbot is cleaned up: whitelabelling, finalizing copy, adding pictures/gifs, etc.
The chatbot is branded & personalised

“This is a very exciting stage for us and for the customer, so close to the finish-line! Our feedback here is very important to keep the chatbot’s tone consistent.”

Lucille Guder
Customer Success Manager

Go-live

Go live takes 3-4 weeks on average; but can be as short as 3 working days
Have some cake to celebrate going live!
Catch-up with your Customer Success Manager 4-5 days later

“This step can happen closely after the completed onboarding and beta-testing. We are constantly setting new records on our quickest customers to go live.”

Lucille Guder
Customer Success Manager

Continuous improvement

Weekly meetings for the first six weeks
Keep making improvements: add solutions & content and incorporate end-user feedback into the bot
Review achievements and milestones

“To ensure that the bot has a successful start we stay closely connected in the initial six weeks. We are available for any questions during that time and proactively check that everything is running as it should.”

Niklas Thamm
Customer Success Manager

For Growth and Custom plans

Quarterly Business Reviews

Strategic business review meeting
Chat analysis & feedback rounds
KPI review, product roadmap discussion, & goal-setting for next quarter

End-user testing

User-testing of your chatbot to detect blockers and pain points
Setup of tests and improvement recommendations
Currently only available for English and German bots

Q&A with our success
manager

What makes your work in Customer Success special?

At Solvemate our customers are diverse, from around the globe and different industries, and they all have varying use cases. I like the challenge of discovering exactly what their requirements are and helping them integrate the chatbot in a way that drives most success for their business. Plus, I really like working with people and working in Customer Success is exactly that - building strong relationships.

Lucille Guder

Customer Success Manager

What are the best moments you’ve experienced at work?

My best moments are usually when customers tell me how happy they are with the bot and how I could help them get the most out of it. My favourite part is reading the end-user CSAT comments and realising that they love the bot! Seeing that the bot really helps resolve people’s questions in a speedy way - it’s definitely rewarding when your hard work pays off.

Lucille Guder

Customer Success Manager

What were your most exciting milestones with customers?

Halm was a customer that went live very fast, in just one day! That was definitely exciting for us. I also really enjoyed onboarding BVG - not only do I use their app and services every day, but their marketing campaigns have that Berlin coolness factor, so it was especially cool to get a sneak peek behind the scenes.

Lucille Guder

Customer Success Manager

What do you think is most important for customers to consider before getting a bot?

First, companies should analyse their most common repetitive questions - the ones that don’t require human empathy to be answered. It’s good to appoint a dedicated project manager who can spend two hours per week to improve the bot. For best performance, they should funnel as many customers as possible towards the bot and remove other contact information from their website. And lastly, customers shouldn’t consider the bot as just another FAQ with big blocks of content, but as a fast, dynamic solution that guides their customers to the right answer through smart questions.

Lucille Guder

Customer Success Manager

We want you to succeed

The best customer experience

Despite our extremely ambitious specifications, Solvemate did a very good workshop. Also, the flexibility and reaction speed of Solvemate is excellent!

It's the best onboarding we have ever had of a product. The fact that we have a deliverable we can show the business in a day and a half - it's amazing!

Solvemate really understands our customers, and took the time to research what we do & who we are. It’s not the case for every vendor.

It’s more than the bot! A big part of our achievement is that Solvemate’s Customer Success Team is always there for us when we need them.

With the support of Solvemate’s Customer Success team, we quickly reached positive ROI. They were with us every step of the way.

Initially we didn’t know the potential of our new bot. The Solvemate team helped us get a good understanding - after that we couldn’t wait to start using it.

Solvemate designed a very professional and qualified onboarding process. They assisted all of our team members individually. I'm very much looking forward to further cooperation

The remote onboarding didn't stop Solvemate from providing fun, engaging and easy to digest sessions. My excitement on the project increased and I love seeing the bot take shape so early.

The onboarding with explanations, briefings, discussions and Q&A-rounds was great, thanks a lot!

More than a chatbot vendor.