In today’s competitive world, it is essential to maintain strong relationships with your customers and when it comes to customer relationships, no team does it better than the Customer Success team. However, the amount of work customer success managers put for every single customer needs is often unimaginable because every customer and their needs are unique. It becomes very crucial to cater to their requirements in the most relevant way possible.
This is where Layerpath comes into the picture helping customer success managers minimize their workload with the help of quick-to-create, easy-to-learn interactive demos. In this blog, we will uncover how Layerpath’s interactive demos simplify the lives of CSMs allowing them to deliver exceptional and personality support to their accounts.
How does Layerpath make a difference?
Serving customers based on the actual needs is central to our product and growth strategy. Layerpath bridges the gap between the product and its users by enabling CSMs to quickly build demos for recurring support queries and personalized how-tos for any product clarifications they may have - all in under five minutes. The demos are fully interactive, allowing users to play with features first hand before applying them in the product.
This approach gives users the flexibility to watch the demos at their own convenience without the need to wait to get on calls with a CSM, while allowing CSMs to ensure repeat queries are handled efficiently, freeing them up to focus on priority tasks like emails and critical calls. In short, Layerpath helps customer success teams maximize their output by minimizing their time spent on support, while enabling faster and interactive learning experience for customers.
Common problems CSMs face:
As a CSM, a deep understanding of every customer’s lifecycle, profile, and needs - including their industry, company size, use cases, pain points is crucial. Learning about these pain points is very important to cater to customer problems accordingly. Here are some frequent challenges CSMs encounter:
1. “I don’t understand how to use this feature”: Many customers struggle to navigate through new or complex features in the product. This might be time consuming and difficult to explain through calls and emails and the textual documentation may not be clear at times, leaving customers ambiguous.
2. “Can you walk me through this again?”
CSMs often find it overwhelming when customers frequently request step-by-step guidance on recurring issues. Handling repeated inquiries can feel unproductive and take their time away from other priority work.
3. “I am stuck at this step and need help”
During onboarding or while using a complex workflow, customers often encounter roadblocks and require CSMs support. Solving such frequent issues can be tedious for CSMs especially while having to attend to high-priority tasks.
4. "The product is too complicated to learn quickly"
A product with numerous features can have a steep learning curve and it is common for customers to feel anxious to get onboard without hassles. CSMs are often required to hold live sessions, repeatedly and this can be resource-intensive.
5. How can I apply this feature to my use case?
Customers frequently need help tailoring features to their specific needs. This can be demanding as CSMs need to understand unique requirements of customers and explain how a feature aligns with their business use case.
Solving Customer Pain Points with Layerpath’s Interactive Demos
Layerpath’s interactive demos offer a suite of solutions tailored to solve common customer problems that CSMs hear. Here’s how each feature can support and streamline customer interactions.
Reels, Shorts, Stories, Blinks - The content consumption landscape is evolving, challenging the art of storytelling and reshaping the marketing science.
In 2022, an average human attention span dwindled to 8.25 seconds, surpassing even a goldfish's (9 seconds).
Long-winded, elaborate content no longer holds attention. The prevailing pattern? Consumers crave concise, visually engaging narratives that get straight to the point.
Content brevity doesn't mean abandoning in-depth assets like case studies and whitepapers, particularly for B2B SaaS companies. Today, each sentence must convey "What's in it for you?" and "How do we solve it for you?" without verbosity.
Enter Interactive Product Demos, your ultimate content strategy weapon:
Identifies Prospect Problems: It calls out the prospect's pain points.
Solves with Your Product: It demonstrates that your product is an easy solution.
Clear Calls to Action: It includes explicit calls to action.
Organic Engagement: It does it all seamlessly.
Interactive product demos goes beyond "Build, and they will come," evolving into "Show, and they will buy." With mere seconds to capture attention, prospects seek accessible information rather than embarking on a solution scavenger hunt.
It empathizes with prospects, illuminates their problems, and demonstrates the ease of resolution. In a world of fleeting attention, it's the way forward.
"43% of B2B customers would prefer not to interact with a sales rep at all." - Gartner
Prospects and customers want quick solutions they can implement by themselves, and engaging with someone else slows down that process, no matter how good the sales or customer support person is.
So, in this case, by showing prospects or a customer how your product helps them solve their issues, every blog, help docs, and social media post you create becomes enablement material.
Customer-Centric Approach
Interactive product demos shifts the perspective to be more customer-centric. It forces businesses to think more about “Does this line help our prospects?” and “What is the expected outcome from this?” rather than generating tons of content (good or not) that doesn’t enable self-service and better product knowledge.
Data-Driven Insights
Interactive product demos depends on data and analytics more than content-led marketing to understand customer behavior and preferences. This enables SaaS businesses to optimize their content based on these insights. Adapting the product and product-led storytelling according to customer and prospect preferences leads to better decision-making and higher revenue growth.
Automation and Tech Stack
B2B SaaS spending is unlikely to decrease, as companies are now more open to investing in the right tools to ensure that product-led storytelling can be quick and uncomplicated. Tools like Layerpath also remove the need for marketing teams to wait for design sprints as it offers a DIY way for marketers to create interactive product demos.
Let’s TL;DR and Conclude.
If you didn’t have the time or patience to read every line and every section, it’s all right—our goal has been achieved. We’ve put you in the shoes of your prospects, and we’ll do a crisp outline of our solution for you:
Your customers and prospects have an average attention span of 8.5 seconds. Create content that gets to the point and makes an impact.
Every piece of content has to be an elevator pitch for your product—Outline the prospect’s problem, subtly position your product as the solution, personalize the solution wherever possible, and finally, give them a clear call to action.
Product-led storytelling is practically an enablement content—it brings in new customers, improves customer retention, and improves word-of-mouth marketing.
Interactive product demos effectively includes walkthroughs, videos, user guides, demos, and more across your marketing channels.
People don’t want to interact with sales teams and won’t sign up for your product because of a tremendous gated asset.
AI, TikTok, and software are the top three components that will play a more significant role than ever in marketing and facilitate better product-led storytelling.
Interactive product demos strategically nudges prospects towards the sales funnel from day 0 while connecting with them.
Here are some more things to remember before you get started:
Create content that addresses common pain points or challenges of your ICP and offer them a simple, step-by-step way out of that challenge through your product.
Showcase your product in action through interactive product demos, case studies and customer success stories to highlight the unique features and value proposition your product offers rather than directly call out or compare your product against your competitors.
Make the product promotion subtle—no one likes sales, but everyone likes stories. Make your content more organic by making your product an integral part of the conversation without forcing it in.
Ready to craft compelling, interactive product demos effortlessly?
Try Layerpath to revolutionize your storytelling.
