Insiders Tip for Creating Customer Success

​During the pandemic, according to the Office of National Statistics a survey showed that businesses that had not permanently ceased trading, 42% said they had less than six months’ cash reserves and 3% said they had none. Customer success is important for any company to get right, but in the middle of a pandemic it has proved difficult for many companies to stay afloat let alone successfully still have client sales. It has been a testing time for many organisations, but the key for their survival is by providing excellent customer service.

You might be wondering what customer success is? Or why you should be concerned about it? A customer success team is an alternative to the traditional customer support team. Customer success teams are the employees who focus upon keeping a relationship with their customers, and to ensure they are happy with the level of service they are being provided.

I have recently interviewed the team from InEvent on their business platform and their customer success. They have recently had such great feedback, which is always proving during the middle of a global pandemic. 


InEvent is a virtual and hybrid event platform. Their out of the box software is the prime venue to host your next hybrid or virtual event, with worldwide support, custom branded scalable platform, transparent pricing and feature-rich customizable tools. The platform was founded back in 2013, and the founders realised that event technology at the time was an untouched opportunity. Starting from mobile apps and now providing a virtual platform and video features, the team have come a long way in eight years.  Although InEvent is a relatively new event platform on block, wow - they have smashed their customer success.

Having spoken to Pedro Goes, the CEO of Inevent, he explained how the team is currently made up with close to 200 employees, with 40 of them working within the customer success team. As a company, he explained they want to be known for their customer service and “fast, easy and be able to deliver the requirements to customers.” I discussed with Pedro and his team what customer success means to them, and what they think contributes to their great feedback. One point will be discussed in this blog, with further points mentioned in their full magazine interview which you can sign up to below.

​Are values important for customer success?
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In a short answer, yes. All employees of any organisation adapt the company values when they join the team.  The company values are the beliefs, principles and philosophies that drive the business and therefore are what employees should know like the back of their hand. When speaking with InEvent, values were really important for them. When joining the team, they are sent an ‘InEventer’ core values frame, to put on their wall to remind them everyday of the values they’re working towards. They listed the following values

1. Disagree and commit - We should always work for what is right and not just for what is easy.
2. Prevent and adjust - We shouldn't just correct, we must also actively prevent. 
3. Urgency matters - We must solve problems with clear deadlines, even if it means to compromise.
4. WOW moment - We should help even when we do not have the right product, perhaps by indicating other suppliers.
5. Freedom - We can decide when or where we want to work
6. Be responsible - We must assume our mistakes and honor our responsibilities.
7. Own it! - We need to be leaders, thinking through a long term marathon but running a 100m race.
8. Keep learning - We should always be looking for new knowledge, evolving our processes and pursuing more intelligent form factors
9. Together as one - We should help our colleagues.
10. Transparency - Our organization must be transparent and policy-free: there are no secrets, there are only results.

With these values, it sets the foundations of the team and gives them things to drive towards. We all write checklists in our day to day life, right? This is just a checklist for InEvent’s staff, but something you have in the back of your mind when working.

Summary

From speaking to InEvent about their customer success, it was clear to me their customer success team is so valued and required by the team. The main points which have clearly led to their great feedback lately is that their values all intertwine with the interactions they have with their customers. It was really interesting speaking to InEvent to learn about their customer success strategy and hear about their recent feedback. Well done, InEvent!

** This is a short snippet of the full interview which will be in our upcoming industry magazine, you can sign up to it by emailing me at rhian@eventmindpro.com **

​EventMind does not endorse any particular virtual event platform or software. We review the platforms available on the market monthly (through a combination of client feedback, test events and demos). If you're looking to make online events simple, or want trusted and unbiased advice, then contact the team today by emailing team@eventmindpro.com or calling 0330 133 3485. We are always keen to get guest contributors on our blog, if you'd like to write a blog on our site and be fully credited, please email rhian@eventmindpro.com

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