I am often asked what customer success is about, and most people picture this role as a contact center position. However, customer success goes beyond phone assistance and traditional customer service. At HCSS, customers are considered the most valuable asset and are the reason we strive for excellence.
The goal of a customer success program is to quickly and effectively resolve issues and enhance relationships with clients. We want to make sure our customers are getting the most out of the products they have purchased. We commit to this, and our goal is to show that we value our customers’ trust.
I joined HCSS just recently as an intern for the Customer Success team. Even though I had previous experience interacting with customers at other companies, I never expected to experience company whose culture included such a commitment to ensuring the success of its customers. At HCSS, the relationship with customers transcends a contract.
Customer success – it is not just a group of individuals working towards the benefit of certain users; it is an objective to which our whole company is committed. From the executive team down through every level of the organization, there is a collaborative way to meet the company’s objectives. It is admirable that the company emphasizes doing things right so that no one is disappointed.
HCSS focuses on creating a proactive interaction with customers in order to create value. We want to understand our customers’ challenges so that we can provide the best answers or solutions and help them achieve their business goals.
When it comes to interacting with customers, we have to be better listeners than talkers, and we have to understand what the user wants to communicate in order for us to select the right roadmap in the search for a solution.
Our goal in the Customer Success team is to be the perfect liaison to transform areas for improvement into opportunities. We want to make a difference by offering helpful and proactive service to our customers in order to build long-term relationships.