What Customer Success really is for Weduka

There is a lot of discussion about the activities of the CS (Customer Success) area and I can say that it is not so simple to explain. To introduce the subject, I will start by talking about some activities that are commonly confused:

Support – the area has not changed its name, it is still called that, and consists in making receptive calls, in most cases. The support team receives occasional contact from clients to clarify some doubt regarding the product or service, or to request the resolution of a problem. It is an area focused on results and quick solutions.

Customer service – contact can occur before, during, and after the sale, and is not necessarily human contact. The team can be interlocutor and transmit information to customers from other areas, such as finance, for example.

But then, what is CS?

Focused mainly on post-sales activities, the CS team acts in all stages of the customer journey. The first contact generally takes place in a meeting between the teams that will be part of the project, so that they get to know each other and the business involved. Knowing the business is essential for the success of both.

Weduka’s product is a software to train and manage customer service teams, and after performing the basic configurations (creation of the platform, user base, indicators and operations and business structure) the CS team starts the onboarding, that is, it teaches people how to configure and execute their activities in an autonomous way. It is during this phase that we spend more time with people, exchanging experiences, teaching, and learning. To each question that someone asks us, about how they could do a certain activity, we listen, ask a lot of questions (a lot), study, and try to find the best solution.

After completing this stage, the product will be launched to all people and they will start consuming the content produced during the onboarding. To monitor the progress of these activities, we propose periodic meetings to clarify doubts, analyze usage, and even give suggestions. Many exchanges can occur, because we have the opportunity to get to know excellent projects that inspire us.

In fact, many times these projects are so incredible that we want to bring them into our culture, product, and also spread them, such as accessibility projects, diversity, experience in the use of the product, etc.

Once the adaptation period is over, the CS team remains active, available to hear about the experience, the difficulties, the success stories, and new projects, either through meetings, satisfaction surveys, or even face-to-face meetings. Evolving the product is part of the process and we can only do that by actively listening.

Being part of the CS team at Weduka means creating a relationship during all the time that the client will use the product, but we also end up participating of each other’s lives, either in the conquests: we accompany births, vacations, projects, house and area changes, promotions, or in the difficulties: Covid, accidents, projects that we thought were impossible, audacious goals. It also means having fun, having meetings with cats, dogs, children, food, noise from construction sites, talking about the TV shows of the moment, and bringing lightness to our daily lives. Because we understand that it is not enough just to think about technology, we need to be digitally human!

If you share these values and are interested in being part of this team, send your résumé to our talent bank – hr@weduka.com.br.

As soon as we open positions and understand that your profile fits, we will contact you!

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