The Lost Art of Customer Success and Support

By Michael Griffith, Senior Manager of Customer Success and Sales Engineering

In today’s fast-paced world, it’s not unusual for eSign providers to overlook the importance of customer success and support, neglecting the very people who keep their business going. 

Keeping customers happy with substantial customer success and support resources is vital for fostering positive brand experiences that are crucial to your business’s well-being. Instead, many eSign companies focus on locking customers into their products with strict contracts, often leaving them stranded when they need assistance or only giving the proper support to high-paying customers. At Docubee, we’re working hard to change that narrative by providing a red-carpet experience to all our customers.

As the Senior Manager of Customer Success and Sales Engineering at Docubee, I’ve made it my mission to train our team members to recognize that every customer is unique and deserves personalized support throughout their journey with us. These three key factors should never be underestimated when it comes to support:

1. Set Customers Up for Success

From the moment a customer signs up, the Docubee support team is there to assist with setup and implementation. 

This not only builds trust with new clients, but also minimizes frustrating errors that can prevent clients from getting started. Empowering customers to effectively use our product from the get-go reduces the need for troubleshooting down the line and enables them to train new team members with confidence.

We take the time to understand each customer’s needs and tailor our approach accordingly. During setup, we provide clear guidance and training to ensure they are aware of all available features, how to use them, and answer any questions.

Every business is different, so tailoring our approach to meet each client’s needs leaves a lasting impression and helps them get the most from their workflows throughout our partnership.

2. It’s Not Just About First Impressions

Don’t get me wrong—first impressions do matter, but keeping a positive experience going is just as important. Your commitment to customers shouldn’t end after initial support, so we’ve built regular check-ins and consultations for Docubee customers. This ensures customers get the most from our product, continually demonstrating the value we bring in helping them meet their business goals. 

Regular check-ins also provide valuable insights to better our product. At Docubee, collecting customer feedback is crucial for enhancing our product, and these check-ins offer the perfect opportunity to hear suggestions. Customer requests inspired many of the features we’ve added over the past year. We’re a people-led company that builds features our customers ask for, ensuring the product is always user-friendly.

With these open venues for feedback—whether through weekly office hours, regular check-ins, or automated emails—you can build a relationship, make your customers feel valued, and continuously improve your product. Your customers and product team will thank you.

3. Provide Support at Every Stage of Growth

Customers shouldn’t be considered a simple stream of revenue. Instead, we view them as partners in growth. By providing ongoing support after launch, we help customers enhance their use of Docubee and ensure we scale alongside their needs. 

Our team is always available to answer questions, provide guidance, and troubleshoot any issues. This commitment leads to long-term revenue growth, referrals, and customer retention for the long haul. So, while gaining new customers is exciting, don’t forget those who have already invested in your product and believe in its abilities.

4. It’s Time to Set a New Standard

In a world where customer success and support are often a lost art, I’m proud to be part of the Docubee team. We’re setting a new standard that prioritizes customer needs from onboarding throughout the entire partnership. 

Building these long-lasting relationships creates positive reviews, empowers customers, and generates positive ROI. So don’t miss the chance to ask how you can better support your customers and strengthen their commitment to your brand.