{"id":13253,"date":"2022-07-14T14:46:17","date_gmt":"2022-07-14T14:46:17","guid":{"rendered":"https:\/\/userpilot.com\/blog\/tech-touch-customer-success\/"},"modified":"2025-01-03T00:59:51","modified_gmt":"2025-01-03T00:59:51","slug":"tech-touch-customer-success","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/tech-touch-customer-success\/","title":{"rendered":"Tech Touch Customer Success Strategies That Every SaaS Should Use"},"content":{"rendered":"<p>Tech-touch customer success offers a highly-relevant and personalized experience to your customer while also being <a href=\"https:\/\/userpilot.com\/product\/engagement-layer\" target=\"_blank\" rel=\"noopener noreferrer\">automated using software<\/a>.<\/p>\n<p>What\u2019s better, any SaaS business can leverage tech-touch strategies to increase customer loyalty and scale customer success more efficiently.<\/p>\n<p>So if you\u2019re in, let\u2019s clarify the concepts:<\/p>\n<h2 id=\"81o32\"><strong>What is tech-touch customer success?<\/strong><\/h2>\n<p>Tech-touch customer success uses software to gather user data, analyze it, and personalize the product experience throughout the customer journey.<\/p>\n<p>It\u2019s more than low-touch onboarding that relies on software to onboard users.<\/p>\n<p>It covers every stage of customer success beyond <a href=\"https:\/\/userpilot.com\/blog\/progressive-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding<\/a> and every point of communication with the customer (in-app messaging, emails, chat, etc.). It also determines when human interaction is needed based on metrics like <a href=\"https:\/\/userpilot.com\/blog\/customer-health-score\/\" target=\"_blank\" rel=\"noopener noreferrer\">health score<\/a> and <a href=\"https:\/\/userpilot.com\/blog\/nps-analysis-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">net promoter score<\/a>.<\/p>\n<h2 id=\"b6b1i\"><strong>Tech-touch customer success vs. High-touch customer success vs. Low-touch customer success<\/strong><\/h2>\n<p>Although tech-touch customer success sounds similar to low-touch onboarding, they are different <a href=\"https:\/\/userpilot.com\/blog\/customer-engagement-model\/\" target=\"_blank\" rel=\"noopener noreferrer\">engagement models<\/a>.<\/p>\n<p>Let\u2019s clarify what each model means:<\/p>\n<h3 id=\"e9h43\"><strong>High-touch models<\/strong><\/h3>\n<p>High-touch models are mainly used for complex products with enterprise customers who require constant interaction with a customer success manager to achieve success.<\/p>\n<p>It always follows a 1-on-1 human onboarding experience.<\/p>\n<p>So it can only scale well when the profit from the enterprise clients surpasses the cost of designating dedicated customer success managers.<\/p>\n<h3 id=\"77e5n\"><strong>Low-touch models<\/strong><\/h3>\n<p>Low-touch models fit simple products with no complex features (thus don\u2019t require much hand holding). It uses customer success resources and basic <a href=\"https:\/\/userpilot.com\/blog\/progressive-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding<\/a> functions to make human interaction less needed.<\/p>\n<p>The low-touch model is highly scalable but often implemented without personalization. Think one-size fits all <a href=\"https:\/\/userpilot.com\/blog\/everybody-hates-product-tours\/#eqpsf\" target=\"_blank\" rel=\"noopener noreferrer\">product tours<\/a> that just walk users through all the product&#8217;s features in one go.<\/p>\n<h3 id=\"dut4m\"><strong>Tech-touch models<\/strong><\/h3>\n<p>Tech-touch models are different. They use automated communication like low-touch models but go beyond simple onboarding and standard automation.<\/p>\n<ul>\n<li>Tech-touch is 100% customer-centric. It uses data to hyper-personalize the customer experience.<\/li>\n<li>This model uses every form of communication, such as emails, chatbots, in-app messaging, and more.<\/li>\n<li>It <a href=\"https:\/\/userpilot.com\/blog\/proactive-engagement\/\" target=\"_blank\" rel=\"noopener noreferrer\">engages the customer proactively<\/a> across the entire user journey, from the initial sign-up to the activation point, feature adoptions, and account expansions.<\/li>\n<li>It&#8217;s different from the other models in terms of personalization and touchpoints where you automate engagement.<\/li>\n<li>Tech-touch also helps human-to-human interactions by automating the customer success managers&#8217; tasks that don\u2019t add value to the customers, such as sending personalized emails and answering common questions.<\/li>\n<\/ul>\n<h2 id=\"hvha\"><strong>Why should customer success teams use a tech-touch strategy?<\/strong><\/h2>\n<p>Unless your product is a simple online PDF converter tool (where you really don&#8217;t need onboarding) a tech-touch strategy is highly beneficial to:<\/p>\n<ul>\n<li>Scale your customer success and support service without expanding your team.<\/li>\n<li>Increase <a href=\"https:\/\/userpilot.com\/blog\/improve-customer-satisfaction-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer satisfaction<\/a>, which leads to customer-led growth.<\/li>\n<li>Personalize the user experience with less effort and save your time.<\/li>\n<\/ul>\n<p>Let\u2019s go over the details:<\/p>\n<h3 id=\"aocjt\"><strong>Tech-touch strategies are highly scalable<\/strong><\/h3>\n<p>Tech-touch strategies use automation <a href=\"https:\/\/userpilot.com\/blog\/user-onboarding-tools\/\" target=\"_blank\" rel=\"noopener noreferrer\">software<\/a> to handhold and engage users throughout their <a href=\"https:\/\/userpilot.com\/blog\/user-journey-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\">journey<\/a>.<\/p>\n<p>This model alone helps you scale your customer success service without having to hire multiple CSMs and deal with a flood of new accounts.<\/p>\n<p>For a SaaS company, scaling your services is essential for healthy growth and long-term <a href=\"https:\/\/userpilot.com\/blog\/product-retention-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer retention<\/a>.<\/p>\n<h3 id=\"f8hgb\"><strong>A tech-touch engagement model increases customer satisfaction<\/strong><\/h3>\n<p>A tech-touch service is customer-centric, which means it:<\/p>\n<ul>\n<li>Listens to your customers.<\/li>\n<li>Understands what\u2019s valuable for them.<\/li>\n<li>Uses insights from data to elevate the product experience.<\/li>\n<\/ul>\n<p>You see, these qualities happen to be the main drivers of a <a href=\"https:\/\/userpilot.com\/blog\/customer-led-growth\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer-led growth<\/a> strategy.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/customer-led-growth-tech-touch-customer-success_64e7eb42399ac69a2c9058b44d5a3673_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/customer-led-growth-tech-touch-customer-success_64e7eb42399ac69a2c9058b44d5a3673_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/customer-led-growth-tech-touch-customer-success_64e7eb42399ac69a2c9058b44d5a3673_800.png\" alt=\"tech touch customer led growth\" \/><\/picture><figcaption>Customer-led growth pillars.<\/figcaption><\/figure>\n<p>This means a successful tech-touch engagement results in more customer-led growth\u2014which is driven by <a href=\"https:\/\/userpilot.com\/blog\/improve-customer-satisfaction-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer satisfaction<\/a> and better customer relationships.<\/p>\n<h3 id=\"6eog2\"><strong>Hyper-personalization in less time<\/strong><\/h3>\n<p>A tech-touch strategy needs to gather data to be successful, which means it can make customer success more efficient.<\/p>\n<p>For example, your customer success team can monitor customer health scores to reach out to inactive users and use the data to help them (thanks to the software).<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/disengaged-user-tech-touch-customer-success-userpilot_17ada93427df06f7df1303ddf8d778e0_800.png 1x, https:\/\/images.storychief.com\/account_6827\/disengaged-user-tech-touch-customer-success-userpilot_17ada93427df06f7df1303ddf8d778e0_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/disengaged-user-tech-touch-customer-success-userpilot_17ada93427df06f7df1303ddf8d778e0_800.png 1x, https:\/\/images.storychief.com\/account_6827\/disengaged-user-tech-touch-customer-success-userpilot_17ada93427df06f7df1303ddf8d778e0_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/disengaged-user-tech-touch-customer-success-userpilot_17ada93427df06f7df1303ddf8d778e0_800.png\" alt=\"disengaged-user-tech-touch-customer-success-userpilot\" \/><\/picture><figcaption>Build advanced user segments and personalize <a href=\"https:\/\/userpilot.com\/blog\/in-app-communication\/\">in-app communication with<\/a> <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<p>Also, you can easily personalize the product experience when owning data, showing highly contextual <a href=\"https:\/\/userpilot.com\/blog\/user-onboarding-checklist-tips\/\" target=\"_blank\" rel=\"noopener noreferrer\">checklists <\/a>or <a href=\"https:\/\/userpilot.com\/blog\/tooltip-examples-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">tooltips <\/a>when the customer needs them.<\/p>\n<h2 id=\"67ha2\"><strong>Best practices for a successful tech-touch strategy<\/strong><\/h2>\n<p>With a poorly implemented tech-touch model, you\u2019re just automating a low-touch model with general functions and fixed paths.<\/p>\n<p>For a proper tech-touch strategy to bring results, you need to:<\/p>\n<ul>\n<li><strong>Work beyond onboarding.<\/strong> Cover the entire customer journey without limiting yourself to a few stages.<\/li>\n<li><strong>Embrace omnichannel.<\/strong> Communicate and continue customer conversations across every channel.<\/li>\n<li><strong>Go the extra mile with personalization.<\/strong> Use data and <a href=\"https:\/\/userpilot.com\/blog\/customer-segmentation\/\" target=\"_blank\" rel=\"noopener noreferrer\">advanced segmentation<\/a> to hyper-personalize the customer experience based on <a href=\"https:\/\/userpilot.com\/blog\/needs-based-segmentation\/\" target=\"_blank\" rel=\"noopener noreferrer\">individual needs<\/a>, JTBD, goals, and more.<\/li>\n<li><strong>Diversify your data. <\/strong>Never stop <a href=\"https:\/\/userpilot.com\/blog\/best-customer-feedback-tools-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">gathering feedback<\/a> from surveys, in-app <a href=\"https:\/\/userpilot.com\/blog\/saas-behavioral-segmentation\/\" target=\"_blank\" rel=\"noopener noreferrer\">behavioral data<\/a>, forms, interviews, etc.<\/li>\n<\/ul>\n<p>And you can only get started by <a href=\"https:\/\/userpilot.com\/blog\/customer-segmentation-tools\/\" target=\"_blank\" rel=\"noopener noreferrer\">segmenting your users<\/a> based on different attributes.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/userpilot-segmentation-tech-touch-customer-succes_420258b65cc27068b911bc00880138e5_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-segmentation-tech-touch-customer-succes_420258b65cc27068b911bc00880138e5_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/userpilot-segmentation-tech-touch-customer-succes_420258b65cc27068b911bc00880138e5_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-segmentation-tech-touch-customer-succes_420258b65cc27068b911bc00880138e5_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/userpilot-segmentation-tech-touch-customer-succes_420258b65cc27068b911bc00880138e5_800.png\" alt=\"userpilot segmentation tech touch customer success\" \/><\/picture><figcaption>User segmentation in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<p>But, how do you implement tech-touch strategies that follow these best practices?<\/p>\n<h2 id=\"7gjdm\"><strong>6 Tech-touch strategies you should implement in SaaS to drive success<\/strong><\/h2>\n<p>As said earlier, tech-touch experiences need to be hyper-personalized, never-ending, and omnichannel.<\/p>\n<p>But what does that mean in practice?<\/p>\n<p>Here are six tech-touch strategies for any SaaS company:<\/p>\n<h3 id=\"29g18\"><strong>1. Use a tech-touch approach and personalize onboarding<\/strong><\/h3>\n<p>Automating the onboarding process<\/a> is not about adding one in-app flow or two\u2014you must consider the whole onboarding experience.<\/p>\n<p>Remember: the tech-touch approach works across all stages and channels.<\/p>\n<p>So, rather than onboarding users with <a href=\"https:\/\/userpilot.com\/blog\/everybody-hates-product-tours\/#eqpsf\" target=\"_blank\" rel=\"noopener noreferrer\">product tours<\/a> and static guides, use <a href=\"https:\/\/userpilot.com\/blog\/progressive-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">progressive onboarding flows<\/a> that rely on data to personalize the experience at every touchpoint.<\/p>\n<p>For example, <a href=\"https:\/\/userpilot.com\/blog\/user-onboarding-checklist-tips\/\" target=\"_blank\" rel=\"noopener noreferrer\">checklists<\/a> are a great way to drive users to the activation point, just like this one:<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/checklist-tech-touch-customer-success_38906b2d767bb154696be5a0ce8a73a2_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/checklist-tech-touch-customer-success_38906b2d767bb154696be5a0ce8a73a2_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/checklist-tech-touch-customer-success_38906b2d767bb154696be5a0ce8a73a2_800.png\" alt=\"checklist for tech touch customer success\" \/><\/picture><figcaption>Userpilot onboarding checklist.<\/figcaption><\/figure>\n<p>But, you don\u2019t have to limit yourself to a single checklist for driving activation.<\/p>\n<p>You can also use checklists for secondary feature adoption or aid the checklist with other <a href=\"https:\/\/userpilot.com\/blog\/onboarding-ux-patterns\/\" target=\"_blank\" rel=\"noopener noreferrer\">UI patterns<\/a> to increase activation rates, such as:<\/p>\n<ul>\n<li>Personalized signup flows.<\/li>\n<li><a href=\"https:\/\/userpilot.com\/blog\/welcome-page-design\/\" target=\"_blank\" rel=\"noopener noreferrer\">Welcome pages<\/a>.<\/li>\n<li>Contextual in-app guides and <a href=\"https:\/\/userpilot.com\/blog\/tooltip-examples-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">tooltips<\/a> (that trigger when the user needs them).<\/li>\n<\/ul>\n<h3 id=\"basel\"><strong>2. Automate customer data collection with feedback surveys<\/strong><\/h3>\n<p>Interviews, campaigns, or forms are still helpful for collecting data. But for a tech-touch strategy, you must find a way to automate data collection.<\/p>\n<p>For example, you can collect <a href=\"https:\/\/userpilot.com\/blog\/customer-satisfaction-survey-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer satisfaction surveys<\/a> at every stage of the <a href=\"https:\/\/userpilot.com\/blog\/user-journey-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\">journey<\/a> (e.g., after the user engages with a feature for the first time). Then track how each stage performs, and spot opportunities for improvement.<\/p>\n<p>A smart way to <a href=\"https:\/\/userpilot.com\/blog\/best-customer-feedback-tools-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">gather feedback<\/a> is by adding a little icon in your UIs to allow users to submit feedback on specific features. Like this example from Miro:<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/tech-touch-customer-success-miro-feedabck_db98f5f22cd80d97433f301cf1852943_800.png 1x, https:\/\/images.storychief.com\/account_6827\/tech-touch-customer-success-miro-feedabck_db98f5f22cd80d97433f301cf1852943_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/tech-touch-customer-success-miro-feedabck_db98f5f22cd80d97433f301cf1852943_800.png 1x, https:\/\/images.storychief.com\/account_6827\/tech-touch-customer-success-miro-feedabck_db98f5f22cd80d97433f301cf1852943_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/tech-touch-customer-success-miro-feedabck_db98f5f22cd80d97433f301cf1852943_800.png\" alt=\"tech touch customer feedback example\" \/><\/picture><figcaption>Customer feedback example in Miro.<\/figcaption><\/figure>\n<p>Another way to collect data is by constantly sending <a href=\"https:\/\/userpilot.com\/blog\/nps-survey-best-practices-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">NPS surveys<\/a> to analyze what\u2019s driving loyalty or causing dissatisfaction.<\/p>\n<p>With this data, you can <a href=\"https:\/\/userpilot.com\/blog\/customer-segmentation-tools\/\" target=\"_blank\" rel=\"noopener noreferrer\">segment users<\/a> with NPS tags and send personalized emails to NPS detractors to prevent them from churning:<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/userpilot-nps-response-tag-tech-touch-customer-success_bcef8ce1747e404b026f358783a7115d_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-nps-response-tag-tech-touch-customer-success_bcef8ce1747e404b026f358783a7115d_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/userpilot-nps-response-tag-tech-touch-customer-success_bcef8ce1747e404b026f358783a7115d_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-nps-response-tag-tech-touch-customer-success_bcef8ce1747e404b026f358783a7115d_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/userpilot-nps-response-tag-tech-touch-customer-success_bcef8ce1747e404b026f358783a7115d_800.png\" alt=\"nps response tag tech touch customer success\" \/><\/picture><figcaption>Userpilot NPS response tags.<\/figcaption><\/figure>\n<p>In this example, we\u2019re setting up a flow to reach out to NPS detractors with the tag \u201cmissing feature.\u201d<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/tag-NPS-response-trigger-tech-touch-customer-success-userpilot_9043a49596a28a6791f9150ccc3fbf1c_800.png 1x, https:\/\/images.storychief.com\/account_6827\/tag-NPS-response-trigger-tech-touch-customer-success-userpilot_9043a49596a28a6791f9150ccc3fbf1c_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/tag-NPS-response-trigger-tech-touch-customer-success-userpilot_9043a49596a28a6791f9150ccc3fbf1c_800.png 1x, https:\/\/images.storychief.com\/account_6827\/tag-NPS-response-trigger-tech-touch-customer-success-userpilot_9043a49596a28a6791f9150ccc3fbf1c_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/tag-NPS-response-trigger-tech-touch-customer-success-userpilot_9043a49596a28a6791f9150ccc3fbf1c_800.png\" alt=\"tag nps response trigger tech touch customer success\" \/><\/picture><figcaption>A flow triggered by an NPS tag on <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<p>Thanks to the NPS tags, you can send a message that targets their pain point and have better chances of <a href=\"https:\/\/userpilot.com\/blog\/reduce-churn-rate\/\" target=\"_blank\" rel=\"noopener noreferrer\">preventing churn<\/a>.<\/p>\n<h3 id=\"dnq1b\"><strong>3. Offer proactive customer self-service support<\/strong><\/h3>\n<p>You can\u2019t be there for any customer around the globe, but you can add an in-app help center to give customers access to the <a href=\"https:\/\/userpilot.com\/blog\/saas-knowledge-base-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">knowledge base<\/a>, tutorials, videos, and support tickets without leaving the product.<\/p>\n<p>However, how is <a href=\"https:\/\/userpilot.com\/blog\/self-service-support-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">self-service support<\/a> considered a tech-touch strategy if you show the same information to all users?<\/p>\n<p>It\u2019s not. It only becomes a tech-touch strategy when you trigger personalized resources based on the user\u2019s segment<\/a> and other conditions, just like this:<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/targetting-knowledge-base--content-tech-touch-customer-success-userpilot_260dfb64d02741f38378989567794c96_800.png 1x, https:\/\/images.storychief.com\/account_6827\/targetting-knowledge-base--content-tech-touch-customer-success-userpilot_260dfb64d02741f38378989567794c96_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/targetting-knowledge-base--content-tech-touch-customer-success-userpilot_260dfb64d02741f38378989567794c96_800.png 1x, https:\/\/images.storychief.com\/account_6827\/targetting-knowledge-base--content-tech-touch-customer-success-userpilot_260dfb64d02741f38378989567794c96_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/targetting-knowledge-base--content-tech-touch-customer-success-userpilot_260dfb64d02741f38378989567794c96_800.png\" alt=\"targeted knowledge base tech touch customer success\" \/><\/picture><figcaption>Targeted customer base on <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<p>This is what <a href=\"https:\/\/userpilot.com\/blog\/proactive-support-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">proactive support<\/a> is, and the goal is to ensure that the user has access to the information it needs without browsing through a flooded help center.<\/p>\n<h3 id=\"7qqn3\"><strong>4. Drive repeated value to existing customers<\/strong><\/h3>\n<p>A powerful advantage of the tech-touch model is that it can <a href=\"https:\/\/userpilot.com\/blog\/product-education\/\" target=\"_blank\" rel=\"noopener noreferrer\">educate users<\/a> at a granular level.<\/p>\n<p>So instead of showing tedious <a href=\"https:\/\/userpilot.com\/blog\/everybody-hates-product-tours\/#eqpsf\" target=\"_blank\" rel=\"noopener noreferrer\">product tours<\/a> that the user will probably skip, you can continuously present one feature at a time when the user needs it.<\/p>\n<p>For example, this feature adoption <a href=\"https:\/\/userpilot.com\/blog\/user-onboarding-checklist-tips\/\" target=\"_blank\" rel=\"noopener noreferrer\">checklist<\/a> guides the user to add partners for collaboration:<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/backlinkmanager-secondary-feature-adoption-tech-touch-customer-success_42974fcae64c2e2eda150df5580e0cef_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/backlinkmanager-secondary-feature-adoption-tech-touch-customer-success_42974fcae64c2e2eda150df5580e0cef_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/backlinkmanager-secondary-feature-adoption-tech-touch-customer-success_42974fcae64c2e2eda150df5580e0cef_800.png\" alt=\"feature adoption checklist tech touch customer success\" \/><\/picture><figcaption>Secondary feature adoption checklist.<\/figcaption><\/figure>\n<p>But, this feature is only relevant for users who are already activated, so it makes sense to use it on a corresponding user segment (those who can find this feature useful plus are already activated).<\/p>\n<p>Plus, it becomes part of a larger flow of small <a href=\"https:\/\/userpilot.com\/blog\/onboarding-ux-patterns\/\" target=\"_blank\" rel=\"noopener noreferrer\">UI patterns<\/a> that lead the <a href=\"https:\/\/userpilot.com\/blog\/saas-customer-success-guide\/\">customer to success<\/a>.<\/p>\n<h3 id=\"1hkpv\"><strong>5. Keep customers in the loop with release notes and feature announcements<\/strong><\/h3>\n<p>Constant communication is required to keep customers engaged.<\/p>\n<p>But, you don\u2019t want to annoy users with a large <a href=\"https:\/\/userpilot.com\/blog\/ui-modal-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">modal<\/a> when a small <a href=\"https:\/\/userpilot.com\/blog\/tooltip-examples-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">tooltip<\/a> would do the job.<\/p>\n<p>That\u2019s why a tech-touch model should communicate with the user in a less disrupting way.<\/p>\n<p>For example, <a href=\"https:\/\/userpilot.com\/blog\/software-release-notes-template\/\" target=\"_blank\" rel=\"noopener noreferrer\">big release notes<\/a> and major feature <a href=\"https:\/\/userpilot.com\/blog\/product-announcement-examples-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">announcements<\/a> are best communicated with a <a href=\"https:\/\/userpilot.com\/blog\/ui-modal-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">modal<\/a> to ensure that most customers are aware of impactful changes.<\/p>\n<p>Then, once the users have either engage or dismiss it, use different flows like tooltips or driven actions to point out changes.<\/p>\n<p>But when it comes to optional functionalities or minor improvements, the user is better off with little hints and <a href=\"https:\/\/userpilot.com\/blog\/website-notification-banner\/\" target=\"_blank\" rel=\"noopener noreferrer\">banners<\/a> in the UI.<\/p>\n<p>Think of how Slack uses tooltips to <a href=\"https:\/\/userpilot.com\/blog\/new-feature-announcement-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\">show new features<\/a> without invading the whole screen:<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/d37oebn0w9ir6a.cloudfront.net\/account_6827\/Slack-feature-announcement-tech-touch-customer-success_67ab16ee4b74cb536a0f6dcda3cc015b.gif 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/d37oebn0w9ir6a.cloudfront.net\/account_6827\/Slack-feature-announcement-tech-touch-customer-success_67ab16ee4b74cb536a0f6dcda3cc015b.gif 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/d37oebn0w9ir6a.cloudfront.net\/account_6827\/Slack-feature-announcement-tech-touch-customer-success_67ab16ee4b74cb536a0f6dcda3cc015b.gif\" alt=\"slack faeture announce tech touch customer service\" \/><\/picture><figcaption>Minimalist feature announcement example from Slack.<\/figcaption><\/figure>\n<h3 id=\"89lm8\"><strong>6. Re-engage inactive customers and reduce churn<\/strong><\/h3>\n<p>Sometimes users become inactive for unknown reasons, which makes in-app messaging less helpful.<\/p>\n<p>For this reason, tech-touch models communicate with customers on any channel\u2014especially when they\u2019re not active.<\/p>\n<p>However (for SaaS products), an inactive user isn\u2019t simply someone who hasn\u2019t logged in for a week. There must be multiple elements there.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/disengaged-user-tech-touch-customer-success-userpilot_46b03142821ce75f919b1eafd4d96e1f_800.png 1x, https:\/\/images.storychief.com\/account_6827\/disengaged-user-tech-touch-customer-success-userpilot_46b03142821ce75f919b1eafd4d96e1f_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/disengaged-user-tech-touch-customer-success-userpilot_46b03142821ce75f919b1eafd4d96e1f_800.png 1x, https:\/\/images.storychief.com\/account_6827\/disengaged-user-tech-touch-customer-success-userpilot_46b03142821ce75f919b1eafd4d96e1f_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/disengaged-user-tech-touch-customer-success-userpilot_46b03142821ce75f919b1eafd4d96e1f_800.png\" alt=\"disengaged-user-tech-touch-customer-success-userpilot\" \/><\/picture><\/figure>\n<p>You can also categorize a user as \u201cinactive\u201d when they don\u2019t use the key features of your product (E.G., navigating through a social media scheduling app and not scheduling any content).<\/p>\n<p>So, it\u2019s better to identify inactive users by <a href=\"https:\/\/userpilot.com\/blog\/product-usage-analytics-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">tracking product usage<\/a> rather than general in-app \u201cactivity\u201d disguised as \u201cwandering around.\u201d<\/p>\n<p>Once you can identify inactive users automatically, you can send <a href=\"https:\/\/userpilot.com\/blog\/reengage-inactive-users-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">re-engagement email campaigns<\/a> to <a href=\"https:\/\/userpilot.com\/blog\/reduce-churn-rate\/\" target=\"_blank\" rel=\"noopener noreferrer\">reduce churn rates<\/a>, such as:<\/p>\n<ul>\n<li>Reminding users to follow an onboarding step they missed.<\/li>\n<li>Triggering urgency with limited offers.<\/li>\n<li><a href=\"https:\/\/userpilot.com\/blog\/best-customer-feedback-tools-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">Asking for feedback<\/a> from unhappy users.<\/li>\n<li>Presenting a missing feature that\u2019s now available (and is relevant for their use case).<\/li>\n<li>Sharing content that could motivate them to use the product again.<\/li>\n<\/ul>\n<p>For example, check this <a href=\"https:\/\/userpilot.com\/blog\/saas-win-back-email-campaign-examples\" target=\"_blank\" rel=\"noopener noreferrer\">win-back email<\/a> from Eversign. Notice that it encourages the reader to visit the help center in case it went inactive due to basic support issues.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/eversign-tech-touch-customer-success-reengage_5bd53b98b26f1344cd96a14153069887_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/eversign-tech-touch-customer-success-reengage_5bd53b98b26f1344cd96a14153069887_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/eversign-tech-touch-customer-success-reengage_5bd53b98b26f1344cd96a14153069887_800.png\" alt=\"win back email example tech touch customer success\" \/><\/picture><figcaption>Win-back email example from Eversign.<\/figcaption><\/figure>\n<h2 id=\"2j8pq\"><strong>Conclusion<\/strong><\/h2>\n<p>Tech-touch customer success is a lever for SaaS growth.<\/p>\n<p>For any B2B software, you can use this model to engage customers throughout their journey and scale your business with less operating costs.<\/p>\n<p>But, the only way to implement these tech-touch strategies without hard coding is with a user engagement tool like Userpilot.<\/p>\n<p>So if you want to build UI patterns and send regular NPS surveys in a breeze, get a<a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\"> Userpilot demo<\/a> and see how you can engage your new customers.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Tech-touch customer success offers a highly-relevant and personalized experience to your customer while also being automated with software. Dig in here.<\/p>\n","protected":false},"author":51,"featured_media":13255,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[488],"tags":[713,286,628,986,316,727,694,182],"class_list":["post-13253","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-user-engagement","tag-code-free-ux-tools","tag-customer-success-saas","tag-saas-customer-segmentation","tag-saas-user-engagement","tag-user-engagement","tag-user-engagement-software","tag-user-engagement-strategies","tag-user-engagement-tools"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Tech Touch Customer Success Strategies That Every SaaS Should Use<\/title>\n<meta name=\"description\" content=\"Tech-touch 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