Overview
At Mav, we want you to have an experience tailored to you and your business. In order to achieve this, you will be working closely with a Customer Success Manager. This article will walk you through what support you can expect from your CSM throughout your journey. The main job of the CSM is to understand your unique business needs and align our solutions to help you achieve your goals.
Onboarding
Over the next 90 days, our focus and goal is to take your call center from where it is today to a scalable, profitable, AI based call center that requires no additional hires.
First, we'll conduct an in-depth review of your current call center operations and baselines. We’ll then walk through five validation phases and steps to make sure Mav is correctly implemented inside your business and it’s exceeding baseline expectations.
Your Customer Success Manager will regularly touch base to gather feedback, review data, address any concerns, and swiftly implement enhancements or modifications based on data and your suggestions.
Validation Phases
- Technical Validation
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- Confirm inbound integration is sending correct lead data (all fields, sourcing info, etc)
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- Confirm outbound integration is setup correctly (if there is an outbound)
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- Make sure human based call center and Mav aren’t cannibalizing your efforts
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- Make sure call transfers are working (answer rate is high)
- PI Validation
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- Validate your Positive Intent (PI) rate is within the ballpark
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- Validate and communicate source performance
- Allow for sources to be turned up/turned down based on viability
- PI to Outcome Validation
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- If acceptable/high - Mav is doing a good job and/or urgency in conversational copy is good
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- If low - Mav is not doing a good job and/or urgency in conversational copy isn’t strong enough
- Profitability Validation
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- This is where we use the baselines/KPIs to determine the profitability of using Mav and making sure we’re in the green
Product Training and Education
Once you’ve been successfully onboarded, you will go through a thorough training session with your Customer Success Manager ensuring you and your team understand how Mav works and how to use it to its full potential.
Tailored Success Plan
The next step will be to work together with your Customer Success Manager to develop a personalized success plan. This plan will outline specific milestones, Key Performance Indicators (KPIs), and timelines tailored to your business objectives.
Proactive Communication
Expect check-ins at least every two weeks and regular updates from your Customer Success Manager. They are here to listen to your feedback, address concerns, and keep you informed about relevant product updates or new features.
Problem Resolution
If any problems are encountered, your Customer Success Manager will work with you to figure out what caused the problem and how to resolve them. This includes working through any challenging workflows.
Open Communication
Share your goals, challenges, and feedback openly with your Customer Success Manager. The more they understand your needs, the better they can assist you. You can also share any feedback you have with them about the product or service.
Your success is our success. We are committed to providing you with a positive and rewarding experience. Should you have any questions, concerns, or require additional support, do not hesitate to reach out to your dedicated Customer Success Manager.