6 Types of Customers You Meet as a Support Manager
Summary
If you use technology to create a digital in-app onboarding experience, your support team should be prepared to field questions and help new customers overcome obstacles. When your team sees a new customer, coach them on good questions to ask and helpful resources to share to set up new users for success. Cancel reasons are invaluable to your business (just like other types of customer insights, including CSAT, CES, and NPS). You want them to be loyal because you’ve always given them great support and your product or service meets their needs, not because you’re giving them special treatment. There isn’t always a cut-and-dry playbook for every situation you’ll encounter, but keeping these support best practices in mind can help you adapt on the fly.
