Customer success is more important than ever in the world of B2B SaaS. The average SaaS company spends 6% of its revenue on customer success, and more than 90% of B2B SaaS companies have a customer success team.
As solutions become more complex and implementation takes longer, having a customer-centric strategy is crucial. That means going beyond just solving customer issues to proactively guiding them. Automation plays a pivotal role in enhancing efficiency, personalization, and data-driven decision-making.
Customer success automation uses technology to systemize and streamline customer-facing processes, including customer onboarding, technical support, and training. The goal is to scale your efforts in automating customer success while allowing your teams to focus on high-value, strategic initiatives. It's a win-win where customers get more value from solutions faster and vendors improve retention and growth.
Automation is already an integral part of customer success. However, innovations and applications are rapidly evolving. As solutions get more advanced and users more demanding, here are some of the key trends that will shape automation in 2024:
Generic solutions are outdated. In 2024, you will see AI-driven personalization taken to the next level through artificial intelligence. AI for customer success allows systems to analyze data from multiple sources to build detailed customer profiles and map nuanced customer journeys. Such customer success AI solutions can customize experiences, content, and recommendations for each user.
For instance, Intercom's Fin is an AI-driven chatbot that provides instant and personalized customer support. It uses natural language processing to understand customer queries and provides relevant solutions or directs customers to the appropriate resources.
Understanding what drives customer behavior will be key to staying ahead of the curve with customer success programs. Predictive analytics will analyze data to determine trends and forecast scenarios.
You can leverage such intelligence for a more proactive approach to support. For example, you can reach out to discuss challenges if data indicates declining feature usage.
Customer success automation tools are increasingly leveraging real-time usage data for dynamic customer health scoring to identify at-risk or distressed accounts.
Automated scoring models can use metrics like logins, feature adoption, ticket frequency, payment delays, and net promoter score (NPS). AI-enabled platforms continuously monitor signals and provide instant customer health grades.
This allows your teams to rapidly align on priority accounts for intervention measures like additional training or executive business reviews. Consistently tracking customer health also helps showcase expansion opportunities.
Customers perceive your business as a single, unified entity even if multiple teams engage them. Streamlining internal team processes through integrations delivers a seamless brand experience.
Integrating your existing customer relationship management tools with a customer onboarding platform like OnRamp centralizes customer data. OnRamp provides visibility into onboarding project status without switching tools.
Identifying issues proactively is essential for customer retention and growth. Customer success automation is making this achievable. Automation can detect challenges early and trigger appropriate workflows, including assigning tasks to team members, opening proactive tickets, or adjusting usage metrics goals.
Chatbots will become more integral to customer success as AI leaps forward. With instant access to frequently asked questions, credentials, documentation, and teams, chatbots drive self-service while improving response efficiency.
As speech recognition and sentiment analysis improve, chatbots can offer personalized and contextual responses. But for more complex emotional situations, the human touch is still key. Getting that balance right is crucial for the best customer-success chatbot implementations.
Customer success has traditionally focused on product usage, renewals, and expansion as key metrics. However, the scope has rapidly grown to include more business impact and experience key performance indicators. Expect this expansion to continue in 2024, with companies exploring new metrics for richer insights.
Real-time NPS, customer effort score, sentiment rating, and churn predictors offer additional lenses into customers' needs. Identifying and responding to what matters most to your audience and business top line will be key.
Each customer follows a unique journey with your brand across awareness, onboarding, adoption, and renewal. Personalizing this journey optimizes engagement across the lifecycle.
For example, you can set triggers for sending automated onboarding emails with educational content based on feature adoption metrics. The impact is tangible when sales, marketing, and customer success journeys align with individual usage. It leads to faster time to value, higher NPS, lower churn, and more expansion opportunities.
Periodic surveys deliver just one snapshot of customer perceptions. Real-time feedback provides an always-on pulse check for continuous improvement.
Expect to see automation power real-time feedback at scale in 2024. Automated survey tools can help trigger in-app surveys by milestones, post-support ratings upon case closure to gauge agent quality, and net easy-to-action scores for specific features. Over time, this accelerates issue elimination and product improvement with customer-driven insights.
Automation will be indispensable for customer training and onboarding processes in 2024. By automating the training and onboarding process, you can ensure a smooth and efficient experience for your customers.
Use an onboarding platform that provides customizable onboarding plans and templates. OnRamp streamlines and automates high-touch processes through customizable customer playbook templates. Whether it's onboarding, training, renewal, or upselling, OnRamp ensures smooth completion of every customer journey. Such automation delivers consistent yet tailored customer experiences at scale.
Competing in today's customer-centric landscape means ramping up your AI customer success game. Relying on old solutions as you scale simply won't cut it anymore.
Intelligent automation delivers personalized journeys amid rising complexity. And OnRamp is your customer onboarding automation partner.
OnRamp provides a purpose-built end-to-end client onboarding automation platform to help you rapidly realize automated customer success benefits. With tailored customer journeys, intelligent automation, and a unified ecosystem, OnRamp accelerates onboarding and unlocks higher growth.
Unlock the potential of your customer success automation with OnRamp. Schedule a demo now.