Retention is the new growth. Word.Chat empowers customer success teams to stay proactive, surface expansion opportunities, and keep accounts healthy. Follow this playbook to embed the chatbot into your post-sale motions.
1. Welcome and Orientation
Greet new customers with a personalized message the first time they log in. Offer a guided tour, onboarding checklist, and direct access to account managers. Automate reminders for incomplete setup tasks to keep momentum high.
2. Scale Health Checks
Use Word.Chat to ask pulse questions after key milestones (“How confident do you feel using the automation feature?”). Tag responses by sentiment and feed them into your health scoring model. Escalate negative feedback immediately for human follow-up.
3. Drive Feature Adoption
Publish saved responses that recommend advanced features or integrations based on what the user is trying to achieve. Link directly to tutorials or videos hosted on your WordPress site. Celebrate wins to reinforce value.
4. Identify Expansion Signals
Watch for keywords that hint at expansion opportunities—“multiple sites,” “extra seats,” “white-label.” Word.Chat can notify the account owner or create a task in your CRM so upsell conversations happen at the right moment.
5. Capture Success Stories
Prompt satisfied customers to share testimonials inside the chat. Provide a quick form or calendar link for a case study interview. Feed positive quotes into your marketing library.
Success Team Checklist
- ✅ Align chatbot prompts with lifecycle stages.
- ✅ Monitor sentiment tags weekly.
- ✅ Coordinate with sales on expansion alerts.
- ✅ Refresh saved responses each product release.
- ✅ Share wins and insights with the broader team.
With Word.Chat, customer success managers have an always-on assistant that keeps accounts engaged and loyal.