When Marc Dyer arrived at Clio, he faced a challenge. As the new VP of Customer Success, he led an organization with lots of knowledge—unfortunately, that knowledge was scattered throughout five different repositories and in every employee’s head. With a customer base founded in billable hours, it’s essential for Clio’s support agents to be able to answer questions efficiently and effectively to ensure Clio’s customers can focus on their clients. This, combined with Clio’s continued growth, meant Clio’s agents needed to act more efficiently than ever, and to be experts in a wealth of different needs, functionalities, and requirements for each law firm with Clio.
Beyond fixing problems, Customer Success strives to be trusted business advisors to customers, helping them receive even more value from Clio’s solutions.
In short, Clio needed to keep up with an ever-increasing demand for support, while also providing new offerings like chat and self-service. Fortunately, Dyer knew how to do it: KCS.
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