The WeInfuse Client Ambassador Program: Building a Stronger SaaS Customer Support Model
At the beginning of 2022, the team at WeInfuse decided to make a collaborative effort to prioritize the needs of our clients beyond our existing support strategy and to build stronger client relationships. It is important to us that every user receives support in a way that can satisfy both their short-term and long-term needs as an end user. Whether it is a quick chat, an email thread, a Zoom meeting, or an in-person visit from the WeInfuse ambassador, it is our priority that end users are receiving timely and friendly support from a member of our Client Success team.
After about a year of experience on the Customer Support team at WeInfuse, and then another six months working to implement our newest clients to the software, I have seen first-hand both the benefits and limitations of the current SaaS customer support model. The current support model involves webinar training sessions and dozens (if not hundreds) of micro-interactions with our users through support chat and email. Without in-person, on-site visits, it became clear that there was a ceiling to the types of relationships we were able to build with our end users on a day-to-day basis.
At WeInfuse, we believe that there simply is not a perfect replacement for spending time in-person alongside our clients while problem-solving in real-time. So, while we will continue to provide top-flight virtual customer service, we are also working to create a space where we can come to your office and work to streamline your workflow in real-time. By dedicating a member of our support team to specifically be available for in-person training and feedback gathering, the WeInfuse Client Ambassador Program was born.
The Client Ambassador Structure
The WeInfuse Client Ambassador Program is structured so that any client who needs additional support or training on our platform can request in-person assistance.
In our experience, when given the opportunity to have a member of the client support team sit with a client while a user performs their daily tasks, it becomes significantly easier to identify inefficiencies in workflows that are leading to negative outcomes. The ability to influence end user behavior in-person has cut down on the frequency that the user will need to reach out for virtual support, which saves time (and usually a headache or two) for our users to focus on patient engagement or other mission-critical tasks in their workplace.
The Impact of the Improved SaaS Customer Success Model
In the modern SaaS environment, the ability to respond to customers in under an hour has transformed from a winning strategy to the bare minimum to maintain working relationships with your customer base. WeInfuse has worked to separate itself from other SaaS providers by allocating the time and resources to have a representative actually visit its clients’ workspace on short notice. By doing so, WeInfuse has been able to not only increase customer satisfaction but also build more authentic relationships with clients that we may not have been able to reach otherwise.
When the executive team at WeInfuse let me know that their updated vision for me at the company would be one that would be primarily travel based, I could not wait to get started. Not only did the idea of traveling for work excite me, but I knew that this was the kind of role that would allow WeInfuse to build deeper relationships with our clients that trust us with the most intimate parts of their workflows.
At WeInfuse, we are very proud of our continued work to ensure that our clients are sufficiently supported at both an interpersonal and organizational level. We believe that this is the best path forward, both for our company and for the broader SaaS community. That is why our Client Ambassador Program is solely focused on improving user experience, building deeper relationships with our clients, and empowering our user base to navigate the app as efficiently as possible.
In just over six months, we have been able to visit 13 unique clients across eight states, with plans to double those numbers before the end of 2022. If this sounds like something your team could benefit from, please do not hesitate to reach out to us via email at Support@WeInfuse.com to get the ball rolling on an in-person site visit, and to keep up with the latest news, follow our LinkedIn page by clicking here. We look forward to doing everything we can to improve your team’s experience with WeInfuse and getting to know your team a little more fully!
Onward and upward,
WeInfuse Client Ambassador
To learn more about WeInfuse, click here to visit our About page.