About this Blueprint
Blueprints are a collection of Vitally best practices and use cases brought to you by today's Customer Success thought leaders.
Learn how Customer Support teams can provide tailored support and have all the context they need to efficiently assist customers with a Technical Support Deck. Laura Bedoya, Technical Support Manager at Vitally, uses Decks to surface relevant information for her team so that they can quickly understand the current state of a customer (e.g., health, open support tickets, etc.) and any past interactions.
How this Blueprint works
With Decks, teams can customize the data that is displayed when viewing a customer's profile in Vitally. For example, you could create a Deck specific to lifecycle stage, such as Onboarding or Renewal. In this case, we have a Technical Support Deck that surfaces important customer data including the customer’s plan type, latest CSM sentiment, health, number of bugs reported, and number of feature requests submitted.
The Technical Support team at Vitally can quickly understand the full scope of a customer’s support journey and dig deeper into past tickets and interactions when needed. By understanding the latest CSM sentiment and health metrics, Laura and her team can effectively deliver personalized customer experiences.
KPIs Impacted
- Customer Satisfaction (CSAT) Score
- Resolution Time
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