Customer Experience
Customer Experience
Customer Experience
We understand that exceptional service is the key to building lasting relationships
We understand that exceptional service is the key to building lasting relationships
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Professional services
The Professional Services team provides tailored solutions to meet your unique business requirements. Every organisation is different, and our experts are equipped with the knowledge and experience to help you deploy and optimise our software to its fullest potential
Professional services principles
Professional services principles
Scalable Processes and Best Practices
We have developed scalable and standardised processes and best practices and ensure we document and refine these processes to ensure consistency and efficiency in service delivery. This allows for smoother and more predictable client experiences
Data-Driven Decision-Making
We use data analytics and key performance indicators (KPIs) to drive decision-making and continuously improve our services. We monitor customer satisfaction, adoption rates, and other relevant metrics to identify areas for improvement
Agile and Collaborative Approach
We maintain an agile and collaborative work culture, encouraging open communication, teamwork, and flexibility in responding to client needs. Cross-functional collaboration between sales, support, customer success, product development, and professional services is crucial for delivering comprehensive solutions and addressing customer challenges effectively
Professional services responsibilities
Professional services responsibilities
- Onboarding: ensuring smooth software implementation and setup
- Cross-boarding: adding additional value via implementation of additional modules
- Training: initial project team training, new team member training, end user training
- System optimisation: Partnering with you to continually improve and optimise your use of the system
- Optimisation Reviews: Reviewing end-to-end processes for opportunities to improve
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Customer Support
When it comes to support, we are here to address any technical queries or challenges you may encounter. Our skilled support professionals are available to assist you, providing timely resolutions to keep your operations running smoothly. We utilise an efficient ticketing system and comprehensive knowledge base, ensuring that you have easy access to the answers you need whenever you need them
Customer support principles
Customer support principles
Proactive Knowledge Base Development
Our knowledge base is updated regularly with relevant content, including FAQs, tutorials, troubleshooting guides, and best practices. This helps us anticipate common customer queries and ensure they are well-documented in your knowledge base to encourage self-service
Cross-Functional Collaboration
Collaboration is fostered between our customer support team and other departments, such as development, product management, and sales to quickly address and resolve complex issues
Continuous Improvement
We collect and analyse customer support data to identify trends and areas for improvement. We regularly train and upskill our support team to keep them updated with the latest product features and industry best practices
We have implemented feedback loops to learn from customer interactions and continuously enhance our knowledge base and support processes
Customer support responsibilities
Customer support responsibilities
- Troubleshooting and Issue Resolution: our Customer Portal makes it quick and easy to log support requests that then can be managed to closure in a transparent and efficient manner
- Knowledge Base and Documentation: Creating and maintaining a comprehensive knowledge base to support our customers in any questions they have, enabling a self-service approach where applicable
- Continuous Improvement: Identifying common customer pain points and feedback, working closely with product teams to provide insights for enhancements and improvements
Customer Success
Building lasting client relationships transcends the transactional nature of business. Being a trusted advisor means offering strategic guidance, understanding our clients’ pain points, and becoming an indispensable partner in their growth journey
Customer success principles
Customer success principles
Deep Domain Expertise
Acquiring comprehensive knowledge about clients’ industry, the software landscape, and our clients’ specific niches is pivotal. By staying ahead of industry trends, we position yourself as a go-to resource for valuable insights and recommendations
Listening and Understanding
Effective communication begins with active listening. Understand our clients’ business challenges, objectives, and pain points before offering solutions. Tailoring our recommendations to their unique needs
Solving Real Problems
We will highlight how our software can address specific pain points and help achieve tangible results along with a clear focus on process improvements that can move our clients’ businesses forward
Customer success responsibilities
Customer success responsibilities
- Building and maintaining our relationship, as the primary point of contact
- Maximising satisfaction and value through proactive account management, renewals, and growth
- Monitoring health, driving adoption, and advocating for your needs within the business
- Continuous Improvement: Understanding your business objectives and translating that into how XCD can facilitate and support your goals
The digital heart of your organisation
The digital heart of your organisation
World-class security, seamless integration, and a low total cost of ownership to ensure that we can deliver the truly bespoke solution your team and people deserve
World-class security, seamless integration, and a low total cost of ownership to ensure that we can deliver the truly bespoke solution your team and people deserve
Request a demo
