Everyone in Your Org Should Listen to 1 Customer Call a Week. Every Week.
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Why Everyone in SaaS Needs to Do Customer Support
Years ago on SaaStr, I wrote a post about the importance of having everyone in your company participate in customer support at least once a month. This idea stemmed from my experience at Intuit and how it positively impacted my startup. Even the engineering team, which initially resisted, eventually saw the value in this practice.
If you want to read more about this concept, you can check out the original post here.
Implementing Customer Support Best Practices
I still stand by the belief that having everyone participate in customer support is a best practice. It allows team members to not only listen to customers but also actively work towards solving their problems. However, it can be stressful for team members who are unable to resolve issues on their own.
To make the process smoother, consider having team members work closely with a customer support lead and collaboratively handle customer inquiries. This approach may require some organization and support from the customer support team, but the benefits are invaluable.
Another Effective Practice: Reviewing Customer Calls
An easy and impactful way to improve customer-centricity within your team is by sharing recorded customer and prospect calls from tools like Gong, Salesloft, or ZoomInfo. Encourage every team member to listen to these calls and write up their learnings from them on a weekly basis.
While sharing calls may be common in certain departments, this practice of sharing and analyzing calls with the entire team is often overlooked. Actively listening to these calls and reflecting on them can lead to significant insights that drive change and enhance product development.
By implementing these practices, you can create a more customer-focused and aligned team. Try it out this week and see the positive impact it can have on your organization!
