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Destination: Deliver an effortless self-serve experience

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Destination: Deliver an effortless self-serve experience

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How can we get there?
1. Knowlebase
China team: User guide for the NCM Import template
2. FAQ
- Zendesk => suggested content
- list of FAQ after training/onboarding
3. Champions programs
- User Internal Group
Users attend this group to help each other in using Symphony and getting familiar with the system.
4. Content strategy
- for champions for instance
- having information available for particular contexts
- develop video
- time based (custom to where in the process we are)
5. Social Media strategy
6. User reviews - we do not have any system/tool to capture feedback, reviews on our team and on our products as well
- we do have (NPS) but it is not public
7. User community - Users generating their own content about our products
8. E-Learning
Upload examination questions for user to test themselves if they know Symphony well. The examination will seperate into different parts. Such as Overview, Planning, Buying, Trafficking etc.
9. Knowledgebase available in SYM, under the Help Centre

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Build and develop support data to improve client experience with product and services

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Build and develop support data to improve client experience with product and services

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1. Zendesk
2. Contacting champions every month with a list of new features
3. Common support questions - training to follow up, or send the articles
4. Reports - do the current reports make sense, what actions can we drive from these reports, reports with the common issues to be used in the WIPP
5. NPS - qualitative date
6. Anniversary emails to users-Congrats for 1 year of SYM! + LinkedIn referral
7. KB analytics - how are they using the KB? To present the result in WIP, trainings, improving KB
8. Training follow ups (training survey)
9. Resource management - Gain better insights into team capacity and time spent per client or issue
10. Metrics - Measure relevant metrics such as Customer Effort Score. How do we overlay different metrics? (eg. satisfaction + NPS)
11. Catch up meeting with end users for sharing Symphony experiences. In this meeting, we would provide drinks and gifts. It would be a relax meeting like a talk

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Drive client success through adoption and retention programs

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Drive client success through adoption and retention programs

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1. Client Health Check
Understand the trigger points whereby an account might be at risk for churn - through a combination of key metrics and taking on proactive activities

2. Adoption: focus on processes outside of Symphony => what is the world of the agency user, better understanding of their processes

3. Case Studies of mal practice and good practice

4. Serving Model (new revenue stream)
Look at outsourcing our services for clients to provide extra value at either the onboarding point or as a stand alone

5. Follow up with advertisers who have used Adslot in the past and are not using it anymore

6. Indepth feedback on training + more follow ups

7. Performance issues - Improve the performance of SYM in China

8. Get a good understanding of why they do not want to use it and how to address the issues