Driving Customer Success with Scribe: Insights from Gong

Table of Contents

1. Introduction
2. Benefits of Using Scribe for Customer Success
   1. Providing Tailored Support at Scale
   2. Sharing Documentation and Best Practices
   3. Saving Time on Internal Tasks
3. How Gong Uses Scribe for Customer Success
   1. A Case Study on Alyssa at Gong
   2. Actionable Tips from Alyssa Sanchez
4. Using Scribe for Tailored Customer Support
   1. Compiling Frequently Asked Questions
   2. Sending Scribe Links to Customers
5. Sharing Scribes Internally
   1. Creating an FAQ Library for the Team
   2. Collaboratively Building a Knowledge Base
6. Streamlining Internal Tasks with Scribe
   1. Managing Admin Work Efficiently
   2. Onboarding New Team Members
7. Leveraging Scribe Features for Customer Success
   1. The Chrome Extension Plugin
   2. Magic Merging of Steps
8. Integrating Scribe with Other Customer Success Tools
   1. Using GainSite for Customer Health Insights
   2. Leveraging Analytics Platforms like Tableau
9. Managing Different Types of Help Resources
   1. Coordinating Resources within the Company
   2. Choosing Between Help Center Articles and Scribes
10. Keeping Scribes Up-to-date with Platform Changes
    1. Setting Aside Time for Updates
    2. Balancing Evolution and Maintenance
11. Wrapping Up and Sharing Feedback
    1. Using Reactions and Feedback Features
    2. Providing Support and Collaboration

How Gong Uses Scribe to Drive Customer Success

Introduction

In this article, we will Delve into how Gong, a leading company in the revenue intelligence space, utilizes Scribe to enhance their customer success strategies. We will examine a case study featuring Alyssa Sanchez, a senior customer success manager at Gong, who will share three actionable tips on leveraging Scribe for customer support. These tips include providing tailored support at scale, sharing internal documentation and best practices, and saving time on internal tasks. Let's explore how Gong maximizes the benefits of Scribe to drive customer success and Create exceptional experiences for their clients.

Benefits of Using Scribe for Customer Success

Gong harnesses various advantages offered by Scribe to deliver exceptional customer success outcomes. Let's dive deeper into these benefits and understand how they significantly impact the client-facing teams at Gong.

Providing Tailored Support at Scale

One of the key challenges faced by customer-facing professionals is the ability to provide personalized support to a large customer base. With hundreds of customers to manage, it becomes increasingly challenging to offer individualized Attention to each client. However, Alyssa at Gong has successfully overcome this challenge by effectively using Scribe to provide tailored, white-glove support to all her customers at scale. By leveraging Scribe, she can address frequently asked questions promptly, eliminating the need for lengthy email exchanges or time-consuming calls. Customers appreciate the quick and efficient support, making them feel valued and supported throughout their Journey.

Sharing Documentation and Best Practices

Another critical aspect of customer success is ensuring that customers have access to comprehensive documentation and best practices. Alyssa at Gong recognized the importance of sharing such resources to help her customers effectively utilize the Gong platform. With an extensive FAQ library created using Scribe, she can provide her customers with step-by-step guides and visual walkthroughs for common tasks. This ensures that customers can easily find the information they need, empowering them to make the most of their Gong experience. The clear and visually pleasing format of the scribes makes it a preferred choice over traditional resources like articles or videos.

Saving Time on Internal Tasks

In addition to providing excellent customer support, customer-facing professionals often have to balance multiple internal tasks, including updating CRMs, generating quotes, logging tasks, and completing reports. These administrative responsibilities can be time-consuming and take away valuable time that could be spent engaging with customers. However, Alyssa at Gong has discovered the power of Scribe in streamlining these internal tasks. By creating scribes that Outline the step-by-step processes for internal tasks, she can guide herself and her colleagues through the workflow efficiently. This allows them to spend less time on administrative work and more time where it matters—their interactions with customers.

How Gong Uses Scribe for Customer Success

A Case Study on Alyssa at Gong

Alyssa Sanchez, a senior customer success manager at Gong, has been utilizing Scribe for customer success for four years. As one of the key members of the customer success team, she manages a book of 170 customers, providing them with onboarding, implementation, training, and ongoing support. Alyssa's Core responsibilities revolve around ensuring her customers adopt Gong in a way that aligns with their specific business objectives. Throughout her journey at Gong, Alyssa has harnessed the power of Scribe to enhance her customer interactions and drive exceptional outcomes.

Actionable Tips from Alyssa Sanchez

Alyssa will share three actionable tips Based on her experience at Gong, showcasing how she utilizes Scribe to elevate customer success. These tips address the crucial areas of providing tailored support, sharing best practices, and optimizing internal tasks.

1. Providing Tailored Support: Alyssa will discuss how she uses Scribe to provide tailored, white-glove support to her entire customer base at scale. By creating a comprehensive FAQ library, she can quickly address common customer queries and provide detailed instructions through scribes. This tailored support ensures that customers receive the assistance they require in a Timely manner, fostering a positive customer experience.

2. Sharing Best Practices: Alyssa will demonstrate how she leverages Scribe to share documentation and best practices with her fellow customer success managers (CSMs) and the rest of her team at Gong. By compiling a repository of scribes covering common workflows and frequently asked questions, Alyssa enables her colleagues to access valuable resources and enhance their customer interactions. This approach promotes consistency, knowledge sharing, and continuous improvement within the customer success team.

3. Optimizing Internal Tasks: Alyssa will provide insights into how she uses Scribe to streamline her internal tasks and maximize her productivity. By creating scribes that outline the step-by-step processes for various internal tasks, Alyssa can save time and effort. These scribes serve as quick references, minimizing the need for repetitive training or guidance. As a result, Alyssa can allocate more of her valuable time to delivering outstanding customer experiences.

Using Scribe for Tailored Customer Support

Compiling Frequently Asked Questions

One of the key ways in which Alyssa utilizes Scribe is by creating a comprehensive FAQ library. This library compiles frequently asked questions from customers, making it easier for Alyssa and her team to address common queries quickly and efficiently. By identifying recurring themes and concerns, Alyssa can proactively provide solutions through scribes, eliminating the need for time-consuming back-and-forth email exchanges. The FAQ library enhances the overall customer experience by ensuring customers receive the support they need promptly.

Sending Scribe Links to Customers

To provide swift and accurate support to her customers, Alyssa leverages Scribe by sending scribe links directly to customers. Instead of relying on screenshots or lengthy explanations, she can share a concise and visually appealing guide that addresses the customer's specific query or concern. This personalized approach not only resolves customer issues efficiently but also showcases the level of commitment and care provided by the Gong customer success team. Customers appreciate the Clarity and convenience offered by the scribes, leading to higher satisfaction and stronger relationships.

Sharing Scribes Internally

Creating an FAQ Library for the Team

Recognizing the value of knowledge sharing within the customer success team, Alyssa and her colleagues have created an extensive FAQ library using Scribe. This library serves as a centralized repository of scribes that cover a wide range of topics and workflows. By harnessing the collective expertise of the team, Alyssa ensures that everyone has access to Relevant and up-to-date resources. This collaborative approach enhances team efficiency, consistency, and the ability to deliver exceptional customer success.

Collaboratively Building a Knowledge Base

As new challenges and scenarios arise, Alyssa and her team continuously update the FAQ library and introduce new scribes. The collaborative nature of Scribe allows team members to contribute their insights and experiences, further refining the knowledge base. This iterative process ensures that the scribes remain relevant and comprehensive, enabling the entire team to leverage the collective wisdom and provide outstanding support to customers.

Streamlining Internal Tasks with Scribe

Managing Admin Work Efficiently

Customer-facing professionals often have to juggle multiple administrative tasks, resulting in a significant time investment. Alyssa relies on Scribe to streamline these internal tasks and optimize her productivity. By creating scribes that outline the step-by-step processes for tasks such as updating CRMs, generating quotes, and logging tasks, Alyssa can easily reference the detailed instructions. This eliminates the need for excessive documentation or relying on memory, allowing her to complete these tasks efficiently and devote more time to client interactions.

Onboarding New Team Members

As a senior CSM at Gong, Alyssa is responsible for helping onboard and train new team members. Scribe plays a pivotal role in this process by providing a structured and interactive learning tool. Alyssa and her colleagues leverage Scribe to create scribes that guide new hires through various internal procedures and workflows. These scribes serve as a reference point for new team members, reducing the time required for training and enabling them to quickly familiarize themselves with their responsibilities. The intuitive and visual nature of Scribe makes it an ideal tool for accelerating the onboarding process.

Leveraging Scribe Features for Customer Success

The Chrome Extension Plugin

Alyssa and her team take AdVantage of the Chrome extension plugin offered by Scribe. This plugin allows them to quickly access and search for scribes directly from their browser, eliminating the need for unnecessary navigation. The seamless integration of Scribe with the daily workflow enhances efficiency and ensures that customer support representatives can swiftly find the relevant scribes to assist their customers.

Magic Merging of Steps

One of Alyssa's favorite features of Scribe is the magic merging of steps. This functionality allows her to combine similar steps within a scribe to create a more concise and streamlined guide. By merging steps, Alyssa reduces the number of individual steps to be followed, making the process more approachable and less overwhelming for customers. This not only saves time for both Alyssa and her customers but also enhances the overall user experience.

Integrating Scribe with Other Customer Success Tools

Using GainSite for Customer Health Insights

In addition to Scribe, Gong leverages other customer success tools to enhance their operations. One such tool is GainSite, which provides valuable insights into customer health. Alyssa and her team integrate Scribe with GainSite to obtain a holistic view of their customers' well-being. By combining the power of Scribe's step-by-step guides with the analytics provided by GainSite, Alyssa can ensure her customers' success by delivering personalized and data-driven support.

Leveraging Analytics Platforms like Tableau

Analytics platforms like Tableau add an extra layer of intelligence to customer success strategies. Gong utilizes Tableau to derive actionable insights from data related to customer adoption and key performance indicators (KPIs). Alyssa and her team integrate Scribe with Tableau to Gather information on how customers Interact with their scribes. By analyzing this data, they can continuously optimize their scribes for maximum impact and tailor their support to meet customers' evolving needs.

Managing Different Types of Help Resources

Coordinating Resources within the Company

With a diverse range of help resources available, managing and coordinating them effectively can pose a challenge. Alyssa acknowledges the importance of maintaining a unified approach to resource management within Gong. While there may be articles, videos, help center documentation, and scribes, Alyssa ensures that each resource serves a specific purpose. By taking advantage of Scribe's visual format and ease of use, she offers customers a unique and engaging experience that complements other resources within the company.

Choosing Between Help Center Articles and Scribes

When aiding customers, Alyssa considers the nature of the query or topic at HAND to determine whether a help center article or a scribe would be more suitable. While help center articles provide comprehensive information, scribes offer a more concise and visually appealing format. Alyssa finds that customers often find scribes more approachable and easy to follow, making them an ideal choice for addressing frequently asked questions or providing step-by-step guidance. The complementary nature of these resources ensures that customers have access to the information they need in the most convenient format possible.

Keeping Scribes Up-to-date with Platform Changes

Scribe's versatility also extends to accommodating platform changes and updates. As Alyssa mentions, Gong continuously evolves its platform, introducing new features and enhancing existing ones. To ensure high quality and accurate support, Alyssa sets aside dedicated time to update her scribes regularly. This proactive approach keeps the scribes aligned with the latest platform changes and ensures that customers receive the most up-to-date information. By investing time in maintaining the scribes, Alyssa provides exceptional customer experiences supported by accurate and relevant documentation.

Wrapping Up and Sharing Feedback

As Alyssa continues her journey at Gong, she highly values user feedback and engagement. Scribe offers a built-in feedback feature that allows customers to leave reactions and provide direct feedback on scribes. This feedback loop fosters transparency and collaboration, as it enables Alyssa to understand the effectiveness of her scribes, make improvements, and adapt them to meet the evolving needs of her customers. The feedback feature serves as a means to strengthen customer relationships and continuously deliver outstanding customer success.

In conclusion, Gong's utilization of Scribe has redefined their customer success strategies, elevating their ability to provide tailored support at scale, share valuable documentation, and save time on internal tasks. Alyssa Sanchez's experience at Gong showcases the immense potential and benefits of leveraging Scribe in a client-facing role. By incorporating Scribe into their workflows, customer success teams can enhance customer experiences, streamline internal operations, and achieve remarkable customer success outcomes.

Highlights:

• Gong leverages Scribe to provide tailored customer support at scale
• Alyssa Sanchez shares actionable tips on using Scribe for customer success
• Scribe helps streamline internal tasks and optimizes time management
• Gong integrates Scribe with other customer success tools like GainSite and Tableau
• Managing different types of help resources and choosing between articles and scribes
• Keeping scribes up-to-date with platform changes is a priority for Gong
• Feedback and collaboration are encouraged through Scribe's feedback feature

FAQs

Q: Can Scribe be used to create personalized documentation for specific customer needs? A: Yes, Scribe can be used to create customized scribes that address specific customer queries or requirements. This allows customer success managers to provide targeted and efficient support to each customer.

Q: How does Scribe improve internal collaboration and knowledge sharing? A: Scribe enables the creation of a centralized repository of scribes that cover frequently asked questions and common workflows. This promotes knowledge sharing within the customer success team, ensuring consistent and efficient support for customers.

Q: Can Scribe be integrated with other customer success tools? A: Yes, Scribe can be integrated with other customer success tools like GainSite and Tableau. This integration allows for a holistic approach to customer success, combining the power of Scribe's step-by-step guides with valuable insights gathered from data analytics.

Q: How often should scribes be updated to reflect platform changes? A: It is essential to regularly update scribes to ensure they align with platform changes and updates. This allows customer success managers to provide customers with accurate and up-to-date information, enhancing the overall customer experience.

Q: How can users provide feedback on scribes created using Scribe? A: Users can provide feedback on scribes by utilizing Scribe's feedback feature, which allows them to leave reactions and provide direct feedback. This helps customer success managers understand the effectiveness of their scribes and make improvements based on user suggestions.