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Customer Onboarding with Ytel

Brandon Wells, Ytel |  

At Ytel, customer service and support is our #1 priority. Everyone that is a part of our team knows we measure our success based on the satisfaction, productivity, and scalability of our customers. We know that without these customers, the business would not exist. With that being said, we interviewed one of our superstar Customer Success Managers, Brandon, to learn more about the customer onboarding experience to discover what works, in hopes that other businesses might benefit from the shared information. 

At Ytel, customer service and support is our #1 priority. Everyone that is a part of our team knows we measure our success based on the satisfaction, productivity, and scalability of our customers. We know that without these customers, the business would not exist. With that being said, we interviewed one of our superstar Customer Success Managers, Brandon, to learn more about the customer onboarding experience to discover what works, in hopes that other businesses might benefit from the shared information.
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As a success manager at Ytel, what’s your #1 goal when working with customers?

Brandon Wells: My #1 goal as a Success Manager is to ensure that the customer can get their business up and running as quickly and smoothly as possible.  From there, it’s all about focusing on how to scale.

When it comes to the onboarding process, what do you think is the biggest factor that ensures your customer has a positive experience? 

BW: The best way to ensure a great customer experience is to have a clear understanding  of what the client’s goals are and make it clear that we are advocates for their business.

How do you provide a great onboarding experience for customers?

BW: I start all of my trainings by explaining that I am not just their trainer; that I'm here to help them fine tune their system to fulfill their performance goals, and hopefully surpass to scale up.

How do you define a successful training with a customer?

BW: If I finish a training and my client has a great understanding of how X5 works, and they are comfortable to start dialing, I know that the training was a success.

When you train a customer, what are some questions you ask to make sure you’re on the same page and they get the most out of their trainings?

BW: I want to know their vertical. I want to know if they have run a call center before.  I also want to know how they like to conduct business with their agents.  If I know these three things, I can work on what the pain points are and have a good understanding of how I can best suit their needs.

How do you set expectations with customers about what Cloud Contact Center can do for their business? 

BW: One of the biggest mistakes a customer can do on a new dialer they’ve never seen before or if they are new to the call center environment is to A. assume it’s the same as any other dialer, and B.  underestimate what it takes to run a call center.  

I tell the customer that the important thing to remember with using X5 is that it is robust and there is a lot you can do with it, but it's important to not bite off more than you can chew on the first day.

What features are most popular/ useful/ most customers are excited about within X5?

BW: A lot of customers get excited about how granular you can get with settings in the dialer.  This allows the customer to fine tune their system to best suit their needs and often surprises them that our dialer has so many different capabilities.

What do your best customers do differently than the rest? 

BW: The customers who really try and learn the system and understand over time how everything works together. If a customer does not truly get into the system and work on learning it, they limit even the understanding of what could be possible, and can handcuff themselves.

What common questions do customers ask on trainings and throughout the onboarding process?

BW:The most common questions typically have to do with how to tweak the settings to get their agents on the line as much as possible and get as many opportunities for their call center.  Examples include; getting drop percentage down, how to field more inbound calls or how to filter their inbound calls so their agents don’t use too much time on the phone with uninterested customers.

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About The Author

Brandon Wells, Ytel

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Brandon is one of our Success Managers, and he works diligently with our customers to get them up and running smoothly on Cloud Contact Center.


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