Clicktale is a customer experience analytics solution that helps businesses deliver exceptional digital experiences to their customers by tapping into the wisdom and behavior of millions of visitors.
In 2015, Clicktale made the transition from a professional services model to a customer success focused organization. During this time, Shai Rybak, Vice President of Customer Success, was tasked with choosing the right customer success solution. “I chose the Totango Customer Success Center because of the simplicity of the user interface and the executive relationship we formed" he says.
Since implementation, Clicktale has seen enormous benefit at multiple layers in their organization:
- The Customer Success Team is able to proactively reach out to customers using the Early Warning System to identify and send alerts when there is a problem
- Management saves time with quick, easily digestible snapshots of the health of segments, regions, customer types, and any other view of their customer base
- The organization as whole now refers to customer health as it is defined in Totango, instead of the subjective impressions that varied by department
Example of Customer Health Console loved by Totango
In spite of the exceptional results achieved with the Customer Success Center, Clicktale still felt the availability of customer data cross-functionally was a serious obstacle to support their company-wide alignment around the customer. The rich customer data housed within Totango DNA-CX, the intelligent data architecture that powers the Customer Success Center, could help any employee make the best decision possible for their customers. But without training the entire company on a new system and tool set, Shai was unsure how to democratize Clicktale’s customer data.
While Clicktale was searching for ways to make customer data available company-wide, Totango had begun developing Zoe, the first conversational interface to give access to customer data to everyone in an organization and designed to work in the tools they use everyday. “I loved the concept and was first in line to be a beta tester,” says Shai.
The first integration for Zoe was in Slack. As enthusiastic Slack users, Clicktale quickly realized Zoe’s benefit for the company, with almost 40% of the company adopting and utilizing Zoe, and adding new users every day. It makes their everyday tasks easier, faster, and more informed, and each department has their own unique way of utilizing Zoe to improve their customer focus.
"Any subscription business can benefit from Zoe by making the customer data that we define available to anybody in the organization. It’s very simple, very powerful, and shows our customers that we are a customer-centric organization."
- Shai Rybak, VP of Customer Success at Clicktale
Example of Customer Data Shared Via Zoe
Sales + Zoe = Self-Serve Data On-The-Go
Seamless access to customer data enables renewal and upsell conversations. At Clicktale, an aggressive 50% upsell goal was set for a strategic account that is also one of the biggest new sales deals in Clicktale’s history. Sam Eisenmann, Strategic Sales Director EMEA, says, “Using Zoe, I built a natural conversation showing them that they were already over their original allocation by ~60%. So by the time the renewal conversation comes around, they’ve already budgeted for the necessary increase.” While constantly on the road and not having a license to Customer Success Center, Sam would not have had this information at his fingertips if it weren’t for Zoe.
Customer Success + Zoe = Data-Driven Customer Conversations
With Zoe’s compact interface in Slack, Clicktale’s CSMs can quickly demonstrate to customers their account coverage by showing usage trends, health scores, and Touchpoints.
Finance + Zoe = More Efficiency in Day to Day Processes
Instead of downloading spreadsheets or logging into Salesforce, Clicktale’s finance team now has access to account team data and renewal dates for customers frictionlessly via Zoe in Slack.
Product + Zoe = Prepared for Every Customer Meeting
Instead of emailing the customer success team for reports or asking for the names of ideal beta customers, Clicktale’s product managers can quickly get the product usage information they need from Zoe.
Support + Zoe = Informed Decisions when Resolving Issues
Zoe provides visibility into the business context of the customer when solving cases, so Clicktale’s support agents are able to make more informed decisions and recommendations.
"Zoe is a sophisticated, professional tool that assures our customers that every team in our company is focused on their success. It makes it clear that we are all monitoring exactly what’s going on with their account at all times.”
- Sam Eisenmann, Strategic Sales Director EMEA
Our customer success team is always excited to talk through best practices and offer any guidance, feel free to reach out to us.