We want you to succeed

We love our customers. Our customer success team is here to support you
with a passion for customer service and a knack for bots.

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More than a chatbot vendor.

45

mins

average response time of your Customer Success Manager

2

days

onboarding time for a first version of the chatbot

4.9

CSAT

average score of our customers

The road to success

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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.”

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Niklas Thamm
Customer Success Manager

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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.”

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Niklas Thamm
Customer Success Manager

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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.”

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Lucille Guder
Customer Success Manager

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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.”

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Lucille Guder
Customer Success Manager

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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.”

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Niklas Thamm
Customer Success Manager

For Growth and Custom plans

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Quarterly Business Reviews

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

Featured Case Study

All the support they need:
how Contorion
has 40% less
after-sales calls.

Read the story

Other resources

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Chatbot best practices

Learn from the best: chatbot content dos and don’ts.

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Best customer service techniques

Aside chatbots, how your team can improve your service experience.

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Essentials of customer experience

What everyone should know about improving customer experience.

Let’s talk.
Book a demo.