BombBomb Customer Success Action Plan
The Resource Hub Role-Based Content Customer Success Action Plan

Customer Success Action Plan

What to say, when to send, and how to see success with video in every customer success role

Welcome to the Customer Success Action Plan.

While acquiring new customers is no easy feat, keeping them is even more challenging. It requires you to really build meaningful relationships with your customers and show them the path to success.

Video can help you accomplish this in a more personal and meaningful manner — no matter what customer success (CS) role you’re in.

In this Customer Success Action Plan, we’ll show you when in CS to send video messages and what to say for optimum success. Best of all — you’ll be able to watch examples from people in CS — just like you — who are thriving with video!

Let’s get started!

Everyone knows that video is such a powerful tool for converting leads into clients. A lot of people don’t quite use it enough after that client has converted. Being able to visually communicate any issues or concerns they might see to prepare them for what’s ahead, really makes a huge difference in my customer’s lives.

Emily Magana

Manager of Premium Services, Realvolve

Customer Onboarding Manager

Once a customer signs the dotted line, it’s up to you, as the Customer Onboarding Manager, to get them on the path to success from the get-go. This is accomplished by cultivating strong relationships with your customers, so they trust that you’ll get them where they want to be.

So how do you do this effectively, while still keeping interactions personal? With video. And here’s when (and how) you can implement it in different stages of your customer onboarding process…

  • Welcome/Introduction
  • Appointment Reminder
  • Meeting/Training Follow-Up
  • Product Tutorials

Welcome/Introduction

Once the Account Executive sends the handoff video introducing you to the client, it’s your turn to introduce yourself and explain how you’ll be helping them going forward. Video is a good way to kick off the onboarding process because it makes a great first impression and helps you build trust with each new customer you’re working with.

WHEN TO USE:

After an Account Executive handoff

In your video, you should…

  • Welcome customers to your company, introduce yourself, and explain how you’ll be helping them.
  • Set expectations of what your customer can look forward to.
  • Include a clear call to action to schedule an onboarding meeting.

TIP:

Introduce other team members who will be working with your customers in the future to build trust early on.

Appointment Reminder

It can be discouraging when you’re hoping to get customers on the right path to success only for no-shows to happen for scheduled onboarding trainings and meetings. Sending appointment reminders is a great way to make sure this doesn’t happen. It’s an opportunity to reaffirm the value of your meeting, express excitement and gratitude, and offer a gentle reminder of the appointment.

WHEN TO USE:

Before an onboarding meeting or training session

In your video, you should…

  • Include the date and time of your upcoming meeting on a whiteboard, so it displays in your video thumbnail or animated preview.
  • Express excitement for the upcoming meeting.
  • Let them know what to expect from the meeting.

TIP:

Save time by making a prerecorded evergreen appointment reminder video that you can send over and over again to customers (as needed) the day before the appointment. Just be sure to use a generic date like “tomorrow” and not mention a specific recipient name.

Meeting/Training Follow-Up

You want to make sure your customers have all the resources they need to thrive. They’ve attended your onboarding meeting and training, but you want to make sure they’re actually absorbing what you’re teaching and have any supplemental information for success. This is an excellent opportunity to follow up with a video.

WHEN TO USE:

After an onboarding meeting or training session

In your video, you should…

  • Thank your customer for their time.
  • Offer follow-up exercises to the meeting or training topics.
  • Provide additional onboarding resources.

TIP:

Use a BombBomb in-video Call to Action to link to additional training resources right in your video.

Product Tutorial

Your customers have a general idea of what your product can do for them, but now’s the time to show them how to use the specific features they will find most useful. Explaining something like this is better done in person. This is where video can help.

WHEN TO USE:

Throughout the onboarding process

In your video, you should…

  • Address a specific product feature that is beneficial to your customer and their business needs.
  • Use the BombBomb Screen Recorder to show the product feature in action.
  • Direct your customer to additional resources for using the product feature (like support articles, blog posts, etc.) with the help of an in-video Call to Action.

TIP:

If using a screen recorder, keep your camera on. This makes your customers feel like there is an actual person there to help them succeed and they’re not alone in the onboarding process.

Customer Success Manager

The onboarding process is now complete. Now you, as a Customer Success Manager, need to keep cultivating relationships with your customers to keep them. For this to happen, they need to trust you and know you are there for them every step of the way.

Here are the best times you can send video messages to see success in your role...

  • Introduction
  • Check-Ins
  • Meeting Request
  • Customer Updates

Introduction

The onboarding process is done and now you, the Customer Success Manager, will be handling the customer’s account going forward. That said, your customer has already built and established relationships with other members of your team. Now, it’s your turn to do the same, and sending an introduction video is a good place to start.

WHEN TO USE:

After the onboarding process is complete

In your video, you should…

  • Introduce yourself to put a face to the name.
  • Incorporate a direct in-video Call to Action to book a CS meeting.
  • Let customers know what to expect from the appointment and address any next steps.

TIP:

Show customers the value in setting a meeting with you by elaborating on what it will consist of and how it’ll help them on their path to success with your product.

Check-Ins

An easy way to help your clients succeed is by simply encouraging them to use the product or service. By using video to check in with customers every so often, you’re able to celebrate milestones and point out opportunities for further usage.

WHEN TO USE:

Periodically to encourage product usage

In your video, you should…

  • Share customer progress and congratulate them on milestones.
  • Show where there are opportunities to use your product or service more and give tips for improvement.
  • Welcome any questions your customers may have.

TIP:

Use the BombBomb Screen Recorder to show progress and successes.

Meeting Request

There will inevitably be times you need to meet with customers to share any updates or important details related to their accounts. But setting that meeting with them once they’ve been a customer for a while can be a bit challenging. Video helps you elicit that response and book that meeting.

WHEN TO USE:

When you have updates you need to meet with customers about

In your video, you should…

  • Let them know you have updates and information you need to meet with them about.
  • Include a call to action to set up a time to meet.

TIP:

Direct customers to your calendar link so they can schedule a time to meet that works best for them.

Customer Updates

Want to save time while communicating key customer updates? Use video. In a simple video message, you can notify customers of new product or service features, as well as webinars and other resources that would be beneficial to them.

WHEN TO USE:

Product updates, new feature launches, or upcoming webinars

In your video, you should…

  • Let customers know about any product updates, new features, or upcoming webinars that are relevant to them.
  • Notify customers of how any of these updates will impact them.
  • Invite them to ask any questions they have regarding these updates.

TIP:

Use a BombBomb in-video Call to Action that links to resources with more information on the updates you’re announcing in your video.

Customer Support Associates

Clear communication is at the core of providing amazing customer support. Do this well and you are more likely to keep customers happy so you can retain them year after year.

Here are instances in which you can use video to do that...

  • Customer Support Request Response
  • Customer Support Follow-Up

Customer Support Request Response

Explaining things and answering questions for your customers is so much easier in person. But there are only so many hours in a day and multiple tickets in the queue, so meeting with every customer needing support is not feasible. Video, however, allows you to communicate with clients “in person” to offer clear guidance and assistance related to your product or service.

WHEN TO USE:

To resolve customer support tickets

In your video, you should…

  • Address the problem your recipient is experiencing.
  • Use the BombBomb Screen Recorder to show them how to troubleshoot the issue they’re having with your product.
  • Tell them to reach out if they’re still facing any issues with the product.

TIP:

Empathize with the challenge your customer is having with your product, so they feel supported.

Customer Support Follow-Up

Once a customer support ticket is resolved, it’s a good idea to follow up with a video. This allows you to thank them for reaching out, ensuring they’re not experiencing any further issues, and even requesting a review on their experience.

WHEN TO USE:

After resolving a customer’s support ticket

In your video, you should…

  • Thank your customer for reaching out regarding their support issue.
  • Offer additional support resources.
  • Let your customer know that you are always available to help them.

TIP:

Ask your customer for quick review or feedback on their support experience.

Bonus: Must-Send Video for All Roles

While all CS roles are distinct, there is a type of video that’s beneficial for all...

  • Bad News

Bad News

There will inevitably be instances in CS where you’ll have to deliver bad news to customers or have to apologize for a bad experience. Video helps you do this with the empathy and understanding your customers deserve.

WHEN TO USE:

To deliver bad news, apologize for a bad experience

In your video, you should…

  • Let your customer know that you hear and understand their concerns.
  • Acknowledge the bad news, take responsibility for it, and offer a sincere apology.
  • Offer solutions to move past this.

TIP:

Use the EVA (Empathy, Value, and Action) Framework - Empathize with your customers on the bad news, provide value via possible solutions, and include a clear call to action to discuss how to move forward.