What 'Customer Success' means to us at Figured | Figured

What 'Customer Success' means to us at Figured

14 Feb
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When we ask our customers what it is that the love about working with Figured, the response we hear so often is that it’s because of the support, guidance and training they receive from our Customer Success (CS) team.

So why 'Customer Success'?

We took a look at the way customer support teams usually operate, then flipped that structure on it's head so that it becomes a far more personalised experience for our customers. Instead of being passed around from department to department like many customer support experiences, we've built a team that is equipped to handle a variety of queries - from on-boarding and training to account management and ongoing support - basically everything you need to be successful as a user of Figured.

So when you contact us, you'll deal with the same person, no matter what we need to work through.

We also recognise that everyone has a different way of learning and working through challenges. Which is why we've set up our team with a variety of resources and skills, so that you're always able to get the help you need, in a way that works best for you. That could be a webinar, or a help centre article, or a video call for a one-on-one walk-through.

Because we work so closely with you, we are also your voice internally, advocating for the changes you need or ensuring your feedback is heard by the right people.

So, we thought we’d tell you a little bit more about how taking a fresh approach to customer support has resulted in service that is different to your average ‘support’ team. Check out what Head of Customer Success, Neil Landers has to say about how we put customers at the heart of everything we do.