We Want You to Succeed

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.

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.

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.

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.