Best Resources for Customer Advocates

Whether you’re looking to deepen your expertise, stay updated with industry trends, or find practical tools to enhance your workflow, the right resources are essential for continuous growth and success.

This guide will introduce you to the best resources available for customer advocates, providing you with a curated selection of valuable materials to enhance your skills and knowledge.

Let’s get started!

TL;DR

This is a professional who represents the customer’s interests within a company, ensuring their needs and feedback are addressed to improve products and services.
A customer advocate focuses on understanding user challenges, gathering feedback, and collaborating with internal teams to enhance the user experience.
To excel, leverage resources like books (e.g., “The Effortless Experience”), webinars (Userpilot, Zendesk), blogs (Userpilot Blog, Help Scout Blog), and podcasts (“Crack the Customer Code”).
Essential tools for customer advocates include Userpilot for user onboarding and feedback collection, Zendesk for CX management, and Asana for project management.
Looking to champion your customers and create a seamless user experience? Consider Userpilot for its in-app guidance and user sentiment tracking capabilities. Book a demo today!

What is a customer advocate?

A customer advocate is a professional who represents the customer’s interests within a company, ensuring their needs and feedback are addressed to improve products and services.

In the SaaS industry, a customer advocate focuses on understanding user challenges, providing support, and collaborating with internal teams to enhance the user experience.

What does a customer advocate do?

A customer advocate focuses on understanding user problems, suggesting product enhancements, and driving initiatives to foster a positive customer experience.

This involves gathering detailed customer feedback through different channels and collaborating closely with internal teams to ensure that customer needs and insights are integrated into the product roadmap and design processes.

Additionally, customer advocates work on developing educational materials and support resources to help customers get the most out of the product.

Customer advocate’s main responsibilities

A Customer Advocate is essential in representing and addressing customer needs, particularly in the SaaS industry. They work to ensure that customers feel heard and

Main Responsibilities:

Assist in user onboarding: Help new customers get started with the software, guiding them through the initial setup and feature usage.
Provide ongoing support: Offer continuous education and support to help customers maximize the value of the product.
Develop relationships: Build and maintain strong relationships with key customers to foster loyalty.
Conduct regular check-ins: Engage in regular check-ins with customers to gather feedback and assess their satisfaction with the product.
Facilitate communication: Bridge communication between customers and internal teams to ensure customer concerns are understood and prioritized.
Create support documentation: Develop and update user guides and troubleshooting resources to enable customer self-service.
Monitor support tickets: Oversee customer support tickets to ensure timely resolutions, escalating issues when necessary.
Improve service quality: Participate in the development of customer support policies and procedures to enhance service quality and efficiency.

In order to become a successful customer advocate, you must continually learn and stay informed about the latest trends and best practices. Listed below are some top customer advocacy resources, including books, webinars, podcasts, and blogs.

Best books for customer advocates

Books are a great way to learn new skills and stay informed on industry trends as a customer support specialist. Here are some of our favorite books you need to check out:

“The Effortless Experience: Conquering the New Battleground for Customer Loyalty” by Matthew Dixon, Nick Toman, and Rick DeLisi: This book challenges the belief that exceeding customer expectations is the key to loyalty. Instead, it argues that reducing customer effort is the most effective way to WOW customers.
“Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue” by Nick Mehta, Dan Steinman, and Lincoln Murphy: Focused on the SaaS industry, this book provides strategies for reducing customer churn and growing recurring revenue by ensuring customer success.
“Crucial Conversations: Tools for Talking When Stakes Are High” by Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler: Effective communication is essential in customer advocacy. This book offers tools for navigating difficult conversations and resolving conflicts, which are crucial skills for any customer advocate.
“Your Customer Is the Star: How to Make Millennials, Boomers and Everyone Else Love Your Business” by Micah Solomon: This book provides insights into understanding different customer demographics and tailoring your service approach to meet their unique needs. It’s a great resource for creating inclusive and effective customer service strategies.
“The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists” by Shep Hyken: This book provides strategies for creating a customer-focused culture that goes beyond satisfaction to turn customers into raving fans, driving word-of-mouth referrals for your brand.

Best webinars for customer advocates

Webinars are a fantastic resource for customer advocates because they provide real-time insights directly from professionals who have faced and overcome the same challenges you’re dealing with. They also allow you to engage in conversion and ask any follow-up questions you have.

Here are some top webinars that can help you improve your skills and better serve your customers.

Userpilot: “Enhancing Customer Experience through Effective Onboarding”: This webinar from Userpilot covers essential strategies for improving customer experience by focusing on the onboarding process. It includes practical tips and real-life examples to help customer advocates create a seamless onboarding experience.
Zendesk: “Customer Service Best Practices for 2024”: This webinar provides insights into leveraging new technologies, improving response times, and creating a customer-centric culture.
Salesforce: “Transforming Customer Service with AI and Automation”: Explore how AI and automation can revolutionize customer service in this Salesforce webinar. It covers practical applications of AI, implementation of automation, and benefits for both customers and service teams.
CX Network: “The Future of Customer Service: Trends and Predictions”: This webinar from CX Network delves into the future of customer service, discussing emerging trends and predictions. It provides valuable insights for staying ahead of the curve and adapting to evolving customer expectations.
Shep Hyken: “The Cult of the Customer”: Customer service expert Shep Hyken hosts this webinar, where he shares actionable strategies for exceeding customer expectations and building long-term loyalty.

Best blogs for customer advocates

Blogs are an invaluable resource for customer advocates since they are frequently updated, free of charge, and present information in a bite-sized and easily digestible format.

Here are some of the best blogs to follow as a customer advocate to enhance your knowledge:

Userpilot Blog: Userpilot’s blog offers in-depth articles on onboarding processes, user engagement, and feedback management. It’s a go-to resource for practical tips to improve customer experience and retain customers.
Help Scout Blog: The Help Scout blog covers a wide range of customer service topics, including communication skills, customer support metrics, and best practices. It’s an excellent resource for both new and experienced customer advocates.
Zendesk Blog: Zendesk’s blog provides insights into customer service trends, tools, and technologies. It features case studies, expert opinions, and practical tips to help you deliver exceptional customer support.
Customer Experience Matters by Bruce Temkin: Bruce Temkin, a leading expert in customer experience, shares his insights and research on creating exceptional customer experiences. His blog provides valuable advice on understanding customer needs and driving customer-focused change.
CX Journey Blog by Annette Franz: Annette Franz’s blog focuses on customer experience management and customer-centric strategies. It provides valuable insights into creating a positive customer experience and improving service delivery.

Best podcasts for customer advocates

Podcasts are a convenient way for customer advocates to learn on the go.

Here are some of the best podcasts we recommend every customer advocate check out:

“Crack the Customer Code” by Adam Toporek and Jeannie Walters: Covering a wide range of customer service topics, this podcast offers insights into handling complaints and creating memorable customer experiences.
“The Modern Customer Podcast” by Blake Morgan: Blake Morgan discusses the latest trends and innovations in customer service, featuring interviews with industry leaders and exploring how to create modern, customer-centric businesses.
“Customer Experience Leaders Chat” by VCC Live: This podcast features conversations with customer experience leaders who share their expertise and insights on customer journey mapping, improving satisfaction, and building effective customer service teams.
“The Intuitive Customer” by Colin Shaw and Ryan Hamilton: Delving into the psychology behind customer behavior and decision-making, this podcast offers insights into how understanding customer psychology can lead to better service and increased loyalty.
“Customer Service Revolution” by John DiJulius: John DiJulius discusses strategies for creating a customer service revolution within your organization, featuring interviews with thought leaders and practical advice for transforming your customer service model.

Best certifications for customer advocates

Elevating your career as a customer advocate requires more than just on-the-job experience; pursuing certifications can give you a competitive edge, deepen your expertise, and open up new opportunities.

This list of top certifications is designed to help you build critical skills in customer experience, relationship management, and customer success.

Certified Customer Experience Professional (CCXP) – Offered by the Customer Experience Professionals Association (CXPA), this certification focuses on key aspects of customer experience management, including customer-centric culture, experience design, and metrics.
Customer Service & Support Manager Certification – Provided by HDI, this certification is ideal for those managing or aspiring to manage customer service teams. It covers leadership, service strategy, and operational efficiency.
Certified Customer Success Manager (CCSM) – Offered by SuccessHACKER, this certification is tailored for customer success professionals, focusing on relationship management and customer retention strategies.
Customer Experience Management (CEM) Certification – Offered by Forrester, this certification provides training in designing, implementing, and optimizing customer experience strategies.
Customer Relationship Management (CRM) Certification – Available through various platforms like HubSpot Academy and Salesforce, this certification covers CRM tools and techniques essential for managing customer relationships effectively.
Certified Contact Center Manager (CCCM) – Provided by ICMI, this certification is aimed at professionals managing contact centers, focusing on leadership, operations, and customer satisfaction.

Best tools for customer advocates

Empower your customer advocacy strategy with these essential tools. Each one is designed to help you better understand and address customer needs, ensuring their satisfaction and loyalty.

Best tool for user onboarding – Userpilot: Userpilot enables customer advocates to create personalized onboarding experiences to enhance user engagement, and design in-app help centers for self-service, all code-free! Furthermore, Userpilot offers features such as in-app survey templates, survey response visualization, and NPS response tagging to track user sentiment.
Best tool for project management – Asana: A visual platform like Asana makes it easy to manage customer advocacy projects, track tasks, and stay on top of your deadlines.
Best tool for product management – Jira Software: Jira Software allows users to prioritize issues and collaborate with product teams, ensuring that findings by customer advocates are effectively incorporated into product development.
Best tool for CX management – Zendesk: Zendesk provides tools for managing support tickets, live chat, and customer interactions across other channels. It helps businesses streamline customer support operations and improve response times.
Best tool for customer success – ChurnZero: ChurnZero helps monitor metrics related to customer health, engagement, and satisfaction, providing valuable insights for designing better user experiences.
Best tool for UX/UI design – Sketch: Sketch is a powerful design tool that allows you to prototype user-friendly interfaces and collaborate on design processes in real time.
Best tool for data analytics – Tableau: Tableau enables you to visualize data and create interactive and shareable dashboards that illustrate patterns and trends and help you derive actionable insights.
Best tool for knowledge management – Confluence: Confluence allows you to create, share, and organize documentation, ensuring your team stays on the same page with the company mission and procedures.
Best tool for customer support – Freshdesk: Freshdesk is a cloud-based customer support software that helps businesses manage customer inquiries and support tickets efficiently. It offers features such as automated workflows, multi-channel support (including email, phone, chat, and social media), and a knowledge base to address customer inquiries.
Best tool for customer support – Freshdesk: Freshdesk is a cloud-based customer support software that automates routine tasks like ticket assignments and status updates, allowing support teams to focus on resolving issues. It also organizes customer queries from different channels into tickets that can be tracked and managed through a centralized system, ensuring no request goes unnoticed.
Best tool for customer relationship management – HubSpot Service: HubSpot Service provides tools for collecting and analyzing customer feedback, helping you understand customer needs and iterate your offerings based on real insights.

Conclusion

Professional growth is a continuous journey, and investing in your development is key to staying competitive in the field.

We hope this guide has equipped you with the tools and knowledge needed to excel in your role.

Looking into tools for customer advocates? Userpilot is an all-in-one product platform with engagement features and powerful analytics capabilities. Book a demo to see it in action!

Best Resources for Customer Advocates

TL;DR

Product Teams Can Use Userpilot to:

What is a customer advocate?

What does a customer advocate do?

Customer advocate’s main responsibilities