- Energage initially started with product that does “Top Workplace”. Companies purchase Energage to get a better sense of the data and use that to engage effectively with employees.
- Energage customers are small enterprises (50) to large enterprises (5000+ employees.). Overall 8000 customers; both paying and non-paying. Split is roughly 50/50.
- Team - Roughly 7 onboarding and support team, customer education team (just starting), product services (just starting) and customer success (5 and expanding).
- Technology — Case management (Salesforce), Contact Center (RingCentral), In-app education (Pendo).
- Case volume — Roughly 1700 cases per month. 80% over email , Chat (15% over intercom), Phone (5% over ringcentral).
- 80% case volume is Tier-1 (cases that should not have been filed). Rest are Tier-2 (cases that require agents) and Tier-3 (case that require engineering to be involved).
- Knowledge — prefer how-to articles more than video (text gives context quickly vs video). Knowledge creation needs to be part of case workflow (KCS — Knowledge Centered Support).
- 2020 Initiatives — Create a support portal, community (how to drive customers there first), knowledge management (keeping it current)
- Would like to see average time per case going up which means agents are having more meaningful conversations — Metrics (Net/Gross Retention Revenue, NPS, CSAT, Customer Health Score, etc.,
- Paid premier support is a good way to generate revenue for support teams (at Boomi, it had ~50% attach rate).
- Chatbots — curious but not part of 2020 plan.
- Resources: Podcasts - Helping Sells Radio, Revisionist History
