Customer support is great, but here's why you need Customer Success

04th July 2019

If you’re paying for a service but aren’t actually getting any benefit from it, you won’t be using it for very long. We take your success incredibly seriously. So much so that we have an entire team devoted to helping you get the most from the system.

Our Customer Success (CS) team focus on the most important results – yours.

 

But what does Customer Success really mean?

Customer Success is about more than just happy customers. Our customers can love us, love our approach, have excellent encounters with everyone within the organisation and tell all their colleagues how lovely we are. But if they aren’t getting the results they want? They’ll cut us loose.

And that’s the way it should be.

Customer Success is about just that – successful customers.

Customer-Success

Customer Success is about making sure customers achieve their goals and get real value from us. Goals like finding more sites, finding sites faster, improving turnaround time when an agent brings you a deal – the important stuff.

And it means realising that people signing up isn’t the end of the journey, it’s the start of it.

Customer Success: What it means for you

1) You get a team focussed on your goals

You didn’t buy your account just to log in.

You have a goal. Something you want to achieve.

You want to spend less time on pointless tasks. You want to source more sites and make more deals. Make better deals.

Hell, you want to make more money.

If a platform isn’t helping you to do that, why would you pay for it?

By having a team behind you focussing on your goals you make sure everything you do is moving you towards what really matters – more deals, and better deals, made faster.

2) You get proactive support

Customer Success is about far more than helping you when you have a problem. After all, when you already have a problem, it’s already too late.

It’s far better to have a system that can offer advice before you have a problem –  proactively looking for better ways to work, or letting you know about features you may not have come across yet.

Tailored insights for how you use the platform. Tailored advice on how you should use the platform.

It’s about offering you better ways, insider tips and the exact support you need, exactly when you need it.

Customer Success

3) You can help build the system you want

Ultimately, Customer Success, at least the way we do it, is about building a long-term partnership.

We work with you beyond the scope of just our platform. We want to help you be successful in as many ways as possible.

And we work with you to help shape and grow the product further, so you can directly influence new features and release timelines. After all, you’re the expert in how you work – our job is to make that way better.

Your success and ours are intertwined. And we want both to be off the charts.

The one BIG reason why it matters

At LandInsight, we got into PropTech to make life easier for property developers. 

That’s why we built a platform to take all the data you’re struggling with, all the chaos of information, and package it into a more useful resource. That way you can draw out real insights to act on (and make money from).

Thousands of people use the platform because we make it simpler to source land for deals. Cheaper too.

Customers use us because we help them to succeed.

(And their success just so happens to mean more houses – helping to solve the housing crisis, which is a lovely bonus).

 

Customer Success matters – it helps you achieve your goals

Customer Success is about maximising the results that really matter – yours.

It’s about helping you when you need it. But just as importantly, it’s about helping you before you need it. It’s about offering the tools and advice at every stage to ramp up your results.

Customer Success is baked into who we are at LandInsight. So much so that every new starter, whatever their position, spends two weeks talking with customers, supporting them, answering their questions and trying to understand exactly what they’re trying to get from the platform.

We take it seriously. And it’s a big part of what makes us special. But it’s by no means the only thing we offer to help property developers make a big impact.


At LandInsight, we strive to go above and beyond in everything we do. To find out what sets us apart from the rest, check out the Why LandInsight? page

Darren is our Head of Customer Success. He’s an expert at helping customers plan ahead to achieve their goals (a skill that also makes him our lunchtime chess champion). If you ever feel like you’re drowning, Darren’s the man to talk to – not least because he’s also a qualified rescue diver. Oh, and he once cooked an omelette for Margaret Thatcher. He was in the papers and everything.