Support
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SUPPORT In this video we’ll be going over the built-in customer support system in Platfio. Platfio is not just designed to help you sell and build applications. It’s also designed to help you support your customers, making sure they are delighted with the applications you deliver, and that they see a strong return on investment. This support not only keeps clients happy but also increases their lifetime value. Many agencies have delivered simple solutions to customers for less than $5,000, and those same clients have gone on to generate lifetime values of over $100,000. Providing exceptional support is therefore not just a necessity, but also a growth strategy for your agency. Platfio has a number of systems built in to make support seamless. The same business record that’s been with your agency through marketing, sales, and build remains available. You can keep the contact information, relationship notes and upload relevant files so you’re always on top of everything your customer may need. When you start billing your client, Platfio allows you to provide an exceptional billing experience. You can add their card, set up their subscription, charge their build payments and also their ongoing subscription payments directly through Platfio. So, basically, we can go ahead and add a card, a subscription, or a one-off invoice based on the proposals that the client signs and when they reach their milestones. Clients then have access to their portal, where they can view invoices, update billing details, and feel fully in control. We also recommend setting recurring tasks for account executives to follow up with customers every three months. These check-ins ensure clients are getting the most out of their app, to make sure that they’re really driving results in their business and to assess any opportunities that there might be for it to drive more value in that business by building new features into current or new applications. During that regular check-in, potentially build plans or proposals for upselling solutions into that agency or business. Finally, as the business uses their application, they can go on ahead and get support, they can open a support ticket, and they can send in a message. For ongoing support, clients can open tickets directly from their app. You can then respond, resolve, and close issues just as you would in any regular ticketing system. Platfio also gives you convenient tools to enhance this process. You can open their app and make changes, record and send back videos, reply with audio, or send helpful links and lessons for their support tickets. All of this is designed to provide an exceptional customer support experience, nested directly inside their app, so help is always close at hand. Supporting customers this way helps you delight them and grow together over the long term. Thank you for watching!