Resolved 3+ low-severity support tickets during onboarding
A high number of low-severity support tickets during onboarding has an 80% correlation to upsell (enterprise sellers). Take the opportunity to present the customer with new use cases as your support their implementation of your solution.
Complement support through customer examples and present new use cases.
Subject line: [Feature mentioned in support tickets] for [specific team or user]
Email copy:
[First name], I see that our support team has been helping you with [Feature(s) mentioned in support tickets]. While we are getting that resolved, I wanted to share a case study of [Similar customer]’s [Feature] workflow, if useful!
Seeing [reference to product context that sparks a new feature] in your workspace, [Feature on the higher-tiered plan] could [Benefit of new use case].
[Interest-based CTA]? Happy to share how I’d see it be implemented at [Company Name].
[Rep’s Signature]
Subject line: whiteboards for HR
Email copy:
Sarah, I see that our support team has been helping you with whiteboards and team invites. While we are getting that resolved, I wanted to share a case study of Spotify’s whiteboard workflow, if useful!
Seeing people from marketing, product, and HR in your workspace, team sharing could save you guys an extra 2 hours per week.
Have you considered it? Happy to share how I’d see it be implemented at AcMe.
Jacob
Identify accounts with an upsell potential and understand the support history & context.