What we do

Customer success

The first ninety days decide whether a customer stays. That is also exactly where nobody looks, because the deal is already won.

Keeping new customers on board

NowThe customer signs. Then silence, until someone remembers. If the person who always did it is on leave, the customer hears nothing for six weeks.

ThenMilestones per customer, an owner who is always known, and a signal when a customer has heard nothing for ten days. Handover from sales to success with everything said during the deal.

What it deliversLess churn in the first quarter. No customer disappears because someone was on holiday.

Questions answered before they become tickets

NowThe same twenty questions arrive every week by email, WhatsApp and phone. The team answers them one by one, in whatever language happens to be available.

ThenA help centre and an assistant built on your own knowledge, in every language your customers speak. What it does not know goes to the team as a ticket, with context. Never an invented answer.

What it deliversThe team keeps its time for the customers who really need a person.

Asking for reviews at the right moment

NowSomeone occasionally remembers to ask a happy customer for a review. Usually not.

ThenAs soon as a customer is live and happy, a personal request goes out on behalf of the person who knows them. Unhappy customers do not get a review request. They get a human.

What it deliversReviews come in without anyone having to think about it.

Seeing the signals before a customer leaves

NowA customer cancels and the team is surprised. Afterwards it turns out usage had been dropping for months.

ThenProduct usage and support volume logged per account, and a signal when a customer goes quiet. Honest caveat: this only works once usage is being recorded. If it is not, we build that first, and we say so.

What it deliversYou hear it from your system instead of from your customer.

Tools we typically use here

HubSpot

Zendesk

Intercom

WhatsApp Business API

Trustpilot Customer.io

Notion

Anthropic Claude

Strategy call

Half an hour, and you know where the hours go.

No preparation, no cost. We talk about how the work runs today, and within a week you get a report on what there is to win in time, revenue and hires you no longer need. Whether anything gets built afterwards is up to you.

Plan a strategy call

Prefer email first? wichardboon@gmail.com