16 October, 2020, by ClinCapture
“We are a close-knit team, so everyone knows what is happening all the time,” said Alexis Hanley, customer success specialist at ClinCapture .
Hanley is part of the team that works with customers to resolve any inquiries. She believes ClinCapture has a unique edge compared to other customer success teams. The secret to the team’s success: caring and personalization.
At ClinCapture , the customer success team has a 100 percent customer satisfaction rating. In September, response time to inquiries was less than 15 minutes.
“Everyone knows what is happening, and we always put the customer first,” explained Hanley. “If something is needed right away, then we all work together.”
If a customer submits an inquiry, Hanely connects with them as soon as possible. “I will hop on a call with a customer, or with their permission, record it or take screenshots, then send it to engineering,” she said. “Our customers express their appreciation for that.”
A customer-centric approach is key for the team.
A lot of companies have an automated response system or a bot responding to customer inquiries from the start, but the team even personalizes that message, explained Hanley
You would think that Hanley is a bit of a wizard of herself.
Why? She uses a predictability model to help customers before they even ask questions.
“I really get to know each customer,” she said as she explained how she learned to anticipate customer needs. “A review of historic data also helped.”
Hanley provides information in ways that help ClinCapture customers. She will record videos to show what customers need to do within the system. Then she provides information on the next steps to help further guide them through the process.
“Personally, I really enjoy working in customer success because you get to see the team build trust, connect with customers, and see the end result.”
Up Next
-
25 March, 2025
Vibe with Scott Weidley – Episode 1 Preview: Jimmy Smith Returns to talk WWE, future of the UFC, and reveals secrets of MMA training!
Dropping next week, Vibe with Scott Weidley is kicking off its first episode with a guest who knows combat sports inside and out—former MMA fighter and veteran commentator Jimmy Smith. Hosted by Scott WeidleyRead more +
19 February, 2025
Vibe with Scott Weidley: The Launch That’s Changing Healthcare Conversations
Podcasting has revolutionized how we consume content, and few embody this transformation like Host Scott Weidley. With his compelling mix of healthcare, technology, and culture, he isn’t just about delivering information—he is about starting meaningful conversations that push the industry forward. Now, with an exciting launch of his new podcast, Read more +
Read more +29 May, 2024
Emerging Trends in Precision Medicine: Integrating Epigenetics into Oncology
Trends in Precision Medicine: Integrating Epigenetics into Oncology Precision medicine in oncology is continually evolving, with recent advances in epigenetics presenting new pathways for understanding and treating cancer more effectively. Epigenetics involves the study of heritable changes in gene expression that do not involve alterations to the underlying DNA sequence — es