<aside> 🚀 We're on a mission to solve customer engagement problem of businesses
Companies have always been trying to interact with their customers and provide a premium overall experience to them. In the digital age, they are trying to listen to their problems, improve retention and boost their lifetime value by deploying social media and various inbound marketing tools like publishing newsletters, launching certifications, organizing webinars, and recently hosting podcasts.
The new normal, ushered by the pandemic, is making more users spend time online and the solutions mentioned above for sure might be solving customer engagement issues for once. Or are they?
To highlight the problem that toli is trying to solve, we need to look into how customer success and product adoption are managed in the majority of the firms. Let's consider Adam. Adam works as a Customer Success Manager for a B2B SaaS company. And now let's consider Brad. Brad is a Product Manager for the same firm.
When Adam tries to solve for Customer Success, he understands that support isn't scalable. He has been running Webinars but the turnout has been dismal and engagement is even worse. He has been sending out newsletters to encourage industry-wide adoption of best practices but this doesn't improve his service. And he is completely cut off from the problems that Brad is facing.
As a product manager, Brad wants to gather feedback from customers, get reviews and solve their problems. But there seems to be no resource at his disposal to get organic reviews. He isn't part of the mail chain being sent to a customer. And getting a client for an interview or a QnA is a different hassle. This impacts Brad's work as he is not able to provide a roadmap to the engineering team, which leads to ineffective Product Adoption as a consequence.