One of our SaaS clients was seeing a measurable improvement in their CSAT Score but continued to experience poor social reputation.
The company simply focused on the internal quality measure but this was not having a significant impact. Equinox Live Agents introduced the idea of using leading indicators to identify future potential issues before they transpired. The idea was to segment their users into categories, based on usage and proactively reach out to customers who fell into one of the following four categories:
- Role Model: These were customers who had high usage scores and were generating significant results using the software
- Potential Star: These were customers who had low usage scores but were still generating great results
- Laggards: These were customers who had high usage scores but minimal results
- On The Ledge: These were customers with low usage and low results.
Equinox Agents recommended an action plan for each category and implemented the outreach program. We reached out to clients in each category and engaged with them to move them up the levels.
For example, we worked with the Potential Stars and provided simple strategies using our Proactive Support prioritization model to move them up to the Role Model status and as a result achieving even better results for the clients by simply increasing their usage.
For the On the Ledge and Laggards group, we also reached out to individual clients to provide strategies to achieve better results with a goal to get them to Role Model status.
Once fully executed, the number of negative posts in social media dropped drastically and we were able to generate a positive buzz.