"Customer Success" for APIs

Transcript

1. Instant Search API Instant Search API Alexandre COLLIN Customer Solutions Engineer alex@algolia.com @alexandrecollin "Customer Success" for APIs April 25th 2015
2. Instant Search API WHO I AM? Product Marketing Software Engineer Traveler + Freelancer Customer Solutions Engineer My scope includes •  Build prototypes •  Provide Technical support •  Provide implementation guidance from the User Experience POV •  Share best practices among our community •  Ensure that our users are successful
3. Instant Search API Search as a Service
4. Instant Search API Dec 2013 Mobile offline Search SDK Jan 2014 Nov 2014 Distributed Search Network Oct 2012 Creation by 2 Search Veterans Sept 2013 Hosted API Release ALGOLIA’S IDENTITY CARD E-commerce Other +500 customers in +50 countries Today it’s A team in Paris & San Francisco We're Hiring Medias
5. Instant Search API Business Model “month-to-month” subscription model No long contracts or technical lock-in 50% Self service customers 50% Enterprise customers
6. Instant Search API What does “Customer Success" mean?
7. Instant Search API What does "customer success" mean? Ensure your customers continually and increasingly receive value from your product / API Increase their usage Acquire new customers by turning your users into your advocates Increase Customer Retention BENEFIT S for you
8. Instant Search API How do we tackle "Customer Success" at Algolia?
9. Instant Search API Help Center
10. Instant Search API Marketing Automation Emails sent to our users based on their actions and usage of the API
11. Instant Search API Everyone in the team does support Email support Live-chat support
12. Instant Search API Everyone in the team does support: BENEFITS More opportunities for the users to get in touch with us and get answers to the questions -  Quicker answers -  Richness of answers FOR THE USERS / CUSTOMERS Opportunity to learn from the users by collecting valuable infos (issues, feedback, ...) and turn those into actions that will help to improve the product. Increases everyone knowledge about our product: both from the technical POV, that from the not technical one. FOR OUR TEAM
13. Instant Search API Building a Customer Success team Hiring Customer Solutions Engineers Tech profiles with a strong emphasis for Users / Customers and also a good understanding of Business challenges. Versatile Account Executives Stronger focus on Enterprise Customers who requiere more care It still remains a team level commitment & Customer Success is everyone responsability +
14. Instant Search API Big focus on Onboarding Invite new users to get on a call with us More an on-boarding call than a sales call. Explain him what the user can build using the API, where is the value for him and his end- users, and what he needs to do to implement an instant search Make sure our API is a good fit for the user’s use-case In order to only acquire the right customer Try to move him from starting to use your product to starting to get value from it From sample data to an implementation with it owns dataset Start building a 1-1 relationship
15. Instant Search API Post implementation follow-up Pro-active Implementation review & tips / best practices sharing Ensure your customers continually and increasingly receive value from your product / API over the course of their lifetime as a customer. The one who directly use it and end-users who benefit from the use of your API & using metrics and triggers Intercom, NPS, … In an opportunistic way livechat, support message
16. Instant Search API But also Fair relationship with our customers regarding the billing and cost of our service Always make sure we understand why a customer decides to move our service BILLING CHURN
17. Instant Search API Customer Feedback Loop Detractors Passifs Promoters Net Promoter Score (NPS) Direct feedback => Emails, Livechat, Events
18. Instant Search API It's all about being “pro-active” & thinking in the interest of the user and his end-users
19. Instant Search API QUESTIONS / ANSWERS Instant Search API Alexandre COLLIN Customer Solutions Engineer alex@algolia.com @alexandrecollin Don't wait! Try Algolia now! www.algolia.com April 25th 2015