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.
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.
One-shot recording with flexible output options:
Layerpath’s one shot recording is an incredible feature that allows CSM to create different types of demos based on customer’s specific needs: Interactive tours, step-by-step guides and engaging explanatory videos. These demo formats prove comfortable for customers as they can learn at their own pace. Based on their learning style, they can revisit explanations without needing to reach out to CSMs for assistance. Layerpath’s interactive demos offer a hands-on experience by providing video formats for straightforward overview and breaking down complex workflows into bite-sized tours and guides. All it needs for the CSMs is to record feature working once and distribute it repeatedly, particularly for frequently asked questions or multi-step processes. This approach significantly reduces the CSM’s workload and provides a scalable way to deliver consistent support, even in high-demand situations.
AI Text Walkthroughs for Clear and Consistent Guidance
The moment CSMs finish with their recording, Layerpath generates automated AI-powered text walkthroughs, for each step involved in the tour, that CSMs can feel free to customize, if required. This feature is especially beneficial in cases of complex features where multiple steps are involved. Layerpath’s AI walkthroughs empower customers to navigate the product independently, reducing back-and-forth interactions with the support team, thereby saving a lot of time for CSMs, increasing customer satisfaction, and enabling customers to access accurate information instantly.
Here is an example of Slack where you can get a glimpse of how AI generated texts walk users through the tour.
AI Voiceovers in 20+ Regional Languages for Personalized Support
Apart from AI text walkthroughs, Layerpath also provides AI voiceovers in multiple languages allowing CSMs to give their customers a personalized experience. With 20 plus regional languages, Layerpath allows customers from diverse backgrounds to understand the product in their native language making them feel valued and understood. This feature is so powerful for customers who are non-native English speakers or prefer receiving guidance in their native language. Layerpath’s multilingual support ensures that language barriers do not hinder customers from understanding and utilizing the product to the fullest, leading to better outcomes and customer satisfaction.
Playlist Feature for Comprehensive Onboarding and Learning
Layerpath’s playlist feature allows CSMs to compile multiple demos into an organized, easily accessible collection. This is especially useful for new customers during their onboarding stages, as well as for products that are complex with numerous feature sets that a single demo cannot cover. With the playlist feature, CSMs can bundle demos into a single onboarding package, offering a structured learning path for customers. Customers can progress through their onboarding playlist at their own pace, revisiting any challenging segments and achieving proficiency with the product in a shorter time frame. This approach reduces the need for live onboarding sessions, saving time for CSMs and customers. Layerpath’s playlist feature enhances the overall onboarding experience by making it more interactive and self-directed, prompting greater engagement and confidence with the product.
In conclusion, Layerpath’s interactive demos bring significant value to Customer Success teams by streamlining support and enhancing customer experience. With features like one-shot recording for consistent, repeatable demos, AI text walkthroughs for step-by-step clarity, and multilingual AI voiceovers for a personalized touch, Layerpath enables CSMs to meet diverse customer needs more effectively and with less effort. The playlist feature further enhances onboarding and ongoing learning by providing a structured and engaging approach, empowering customers to explore the product at their own pace and revisit demos as needed. By reducing repetitive tasks and allowing CSMs to focus on high-impact interactions, Layerpath’s solution not only lightens the workload but also strengthens customer relationships, ultimately contributing to customer success and satisfaction.
