Around 1:15 P.M. EST it started. Phones started ringing off the hook. Emails poured in. Automated alerts were sounding and meetings were being interrupted. Users couldn’t log into our platform. Cloud services were down. Web pages wouldn’t load. What just happened?
As a customer success professional, these are the situations we prepare for, so our team kicked into troubleshooting mode and notified our customers. It didn’t take long to realize that Amazon S3 was offline, shutting down many of the systems that SaaS businesses depend on.
Customer Success – A Learning Exercise
Fast forward about five hours to a Cambridge restaurant, where 20 customer success leaders gathered to attend the Underscore.VC community dinner. The escalations and excitement of the day had subsided, but we were all still reeling a bit. Talk about a great icebreaker! It was like we were all part of an epic team-building exercise and could now spend the evening figuring out how everyone handled it. War stories were flowing over cocktails as we all bonded over the events of the day. We couldn’t have planned a better segue to a customer success round table discussion.
Ready to find out more about what Jeremy discovered during the discussion? Check out the full article here: Core Dinner: Customer Success.
About Glance Networks
Glance helps enterprise organizations create the ultimate customer experience with smart, omni-channel visual engagement solutions. We are one of the world’s simplest, most reliable and secure platforms that enable companies to see, show and share anything online, creating a frictionless path to great experiences in sales, support and customer service. The result is improved customer satisfaction and loyalty, increased revenue growth and operational savings. From financial services and healthcare to retail and travel and leisure, even the most advanced technology and SaaS organizations – we transform the customer experience for today’s business. Learn More »