Startup Lessons Learned: The Culture of Customer Success

I love Italy, my wife and I enjoy visiting every year. There’s one thing – in addition to the awesome pizza – that astounds me about screen-shot-2016-09-16-at-4-39-47-amthe country; the culture of service. It got me thinking: in this day and age of doing everything in a faceless business world, how can you have great service and ‘customer success’?

On the Isle of Capri there is a wonderful wine bar, Capannina Bar, it’s been there forever. It’s one of the only places open all year round. The island closes to tourists November to March so the locals need a place to go. On a recent visit, we were walking down the tiny street and we saw our friend Benny who is the bartender. She was delivering glasses of wine and chips to a local store owner for them and their customers. Wow, that’s double service, not only is Benny serving the store owner, the store owner is ordering wine for their customers. And it just comes natural to them. Try ordering a ‘to go’ delivery of drinks from your bar and see what happens!

What To Do?

As a business who develops apps we unfortunately don’t have a bunch of Bennys around. So how do you go above and beyond expectations to service customers who you may never talk to let alone see? It’s vital to instill a culture of customer success.

Here’s what we focused on at Dasheroo:

  • Alf, our VP of Customer Success, answers emails fast! Expectations these days are, you get an automated email then in about a day you might get someone to get back to you. Not Alf, he knows data is important to make decisions and people need answers…fast. We use Zendesk.
  • If anyone wants to talk to us we set up a Grasshopper phone system (cheap!) and it’s so flexible. You can forward to a live phone within certain hours or only allow folks to leave messages. When someone leaves a message an email is sent to multiple people so we can get back to them fast. Mimi, our Sales Director is like lightning.
  • Alf proactively reaches out to people who seem to need some help with Dasheroo (they created an account but are inactive) with Calendy. They can schedule time with him to go over any questions they have and make sure they get the most value from Dasheroo!

What is your service culture? Please share!

Track Our Startup: Active Campaign + More Performance Upgrades

We’re still gearing up for a release hopefully in the next week with Active Campaign, some Google Analytics insights for your Google Dashboard and maybe a new billing tier. Stay tuned.

Customer Success

Alf our VP of Customer Success has set up a “Calendy” campaign where he sends email to our paying customers to see if they need any help with their onboarding experience. If you get an email from him and want to chat take him up on it it’s fun, just schedule a meeting based on when he’s available! Now he’ll be reaching out to people who have gone inactive to see if he can get them active with us again.

Better Performance

James our VP of Engineering worked on another round of performance fixes for dashboard loading. This is an extension of performance fixes he did two weeks ago. He’s addressing the amount it time it takes to load a new new data that comes in the dashboard. Speaking of James, he’s coming to San Francisco this month, always awesome to see him, he lives in Austin. More on our meetings later!

Since we have a bunch in the queue we’re focusing on potentially getting this performance stuff out first in the next few days before our integrations.Active Campaign Apps Marketplace

New Marketplace

We had an awesome meeting with Active Campaign speaking of new integrations. Apparently they are hearing  a lot of requests for Dasheroo. They seem excited to list us for their marketplace but not more excited than us! 

Ok, time to get back to it. Cheers!