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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.