HOORAY! YOU’VE JOINED OUR CUSTOMER SUCCESS TEAM AT GROOPT

HERE’S A HANDY GUIDE TO HELP YOU GET STARTED…

See something that doesn’t resonate with you? Think something is missing? Have an idea to add?

GOOD! This thing should and will evolve… Speak up and help us be the best Customer Success team we can be!

“Everything is awesome, everything is cool when you’re

part of a team”

1. VISION

2. MISSION

3. SUPPORT VS SUCCESS

4. TYPES OF USERS

5. VOICE & TONE

6. STEPS OF SERVICE

7. BEING DELIGHTFUL

8. REPORTING BUGS

9. CUSTOMER JOURNEYS

When it comes right down to it, our purpose in Customer Success is to help our customers grow, whether that be the number of their members or their bottom line.

VISION HELP GROUPS GROW

MISSION HOW DOES GROOPT HELP GROUPS GROW?

1. Structure 2. Import 3. Collect

4. Invoice 5. Search 6. Measure

CUSTOMER SUPPORT

Be reactive. Be helpful.

Customer: I’d like to add my Chapter President into my account as an admin.

Most Support Agents: Sure, please follow the steps outlined below to add a new admin.

Let me know if you have any questions. Thanks!

CUSTOMER SUPPORT VS CUSTOMER SUCCESS

CUSTOMER SUCCESS

Be Proactive. Be next-level helpful.

Customer: I’d like to add my chapter president into my account as an admin.

Our Support Agents: Sure thing! Follow these quick steps to add your Chapter President as a new admin.

I’ve also included our guide on setting up permissions for your new account admin to help you decide which portions of the platform you’d like them to have access to.

Just let me know if there’s anything else I can help with. I’m only an email away! :D

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” - MAYA ANGELOU

ORGANIZATION OWNER

A person who created the Groopt account for their group.

They can: Access the entire database Input payment to activate account Add admins and group members Customize settings Create forms Request payment Run searches Basically, do it all

ADMIN

A person who is given additional permissions by their organization owner

They MAY be able to: Access part or all of the database Add other admins & group members Customize settings Create forms Request payment Run searches

CONTACT

A person who is a member in a Groopt account

They can: Access their profile Submit forms Send payments

MEET OUR 3 TYPES OF USERS

Use language to empower and educate customers. Just as in music, if your tone is off, the whole piece falls flat.

VOICE

Groopt’s (brand) personality.

Our voice is what it should be… human. It’s friendly, yet straightforward. Sure, we can be light hearted at times, but our priority is to explain Groopt to help our users get their work done and get on with their day.

VOICE &TONE

TONE

Your (own) voice within Groopt.

Use the Golden Rule: talk to others in a way that you’d want them to talk to you.

GREET CUSTOMERS WITH A PERSONALIZED, WARM WELCOME

REACH OUT WITH QUESTIONS TO UNDERSTAND THE CUSTOMER’S NEEDS

OFFER A SOLUTION & LISTEN FOR ANY UNRESOLVED ISSUES

OUTWIT FUTURE ISSUES BY ANTICIPATING THE NEXT QUESTION

PART WITH A FRIENDLY GOODBYE TO ENCOURAGE FUTURE CONVERSATIONS

THINK BACK ON THE CONVERSATION TO IDENTIFY ACTIONABLE INSIGHTS

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SIX STEPS OF SERVICE

Always use a first name when you can!Greet Personally

Open with empathyThanks for using Groopt!

Sorry for the trouble with…

Provide a solution or a promise to get one

Let me look into this for youSure thing! You can do this under settings :D

I can imagine how frustrating this is…

I’ll keep you updatedI know this is a huge disruption to your day and I will work to get it fixed

Close Does this help you? Did I answer your question? Does it make sense? Anything else I can help with today? Just remember, we’re only an email away

BE COMPASSIONATE

Feel, Felt, and FoundCustomer: This product is just too expensive

Groopt CS: I can see why you feel this way. We have customers who also felt the price was a too high until they found value in all the time they saved.

THE THREE F’S

21 3

UNDERSTAND WHERE EACH CUSTOMER IS TO BETTER TO THEIR EXPERIENCE