在 Crexi 与 Scribe 一起提高客户成功效率
技术
- 分析与建模 - 大数据分析
- 平台即服务 (PaaS) - 应用开发平台
适用行业
- 建筑物
- 教育
用例
- 时间敏感网络
- 虚拟培训
服务
- 培训
关于客户
Crexi 是一个商业房地产市场，它正在利用先进的综合技术和数据分析来改变行业，旨在加速每个 CRE 利益相关者的成功。该平台提供从房地产交易到机器学习驱动的行业情报等服务。 Crexi 直观的 CRE 解决方案加快了交易速度，帮助近 200 万每月用户完成了 3,300 亿美元的交易，并推动了超过 2 万亿美元的房地产价值。 Crexi 的客户成功团队负责确保客户在 Crexi 平台上取得成功，从而推动公司的经常性收入增长。
挑战
Crexi 是一个商业房地产列表市场，由于每两周频繁发布产品功能，因此在保持内部和外部帮助文档最新方面面临着重大挑战。客户成功经理 (CSM) 花费大量时间制作视频来回答客户问题，而更新和分发这些视频非常耗时。此外，内部流程文档很快就会过时，因此很难保持 Sharepoint 平台的更新。 CSM 还必须为每个客户问题创建一个新文档以提供个性化答案，这是一个耗时的过程，影响了他们的工作效率。
解决方案
Crexi 的客户成功团队采用 Scribe 作为回答临时客户问题和更新内部培训文档的标准工具。尽管流程和产品经常发生变化，但 Scribe 的易用性促使团队定期更新和分发文档。借助 Scribe，CSM 可以快速记录流程并将其发送给客户或上传到其内部 Sharepoint。这将回答客户问题所需的时间减少了 70%，使 CSM 团队能够更加专注于自己的领域并提供更好的客户支持。对于内部培训文档，Scribe 能够在执行流程的同时捕获流程，从而显着减少创建文档所需的时间。
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