Our vision

<aside> 🚀 We're on a mission to solve customer engagement problem of businesses

</aside>

What?

Companies have always been trying to interact with their customers and provide a premium overall experience to them. In the digital age, they are trying to listen to their problems, improve retention and boost their lifetime value by deploying social media and various inbound marketing tools like publishing newsletters, launching certifications, organizing webinars, and recently hosting podcasts.

The new normal, ushered by the pandemic, is making more users spend time online and the solutions mentioned above for sure might be solving customer engagement issues for once. Or are they?

To highlight the problem that toli is trying to solve, we need to look into how customer success and product adoption are managed in the majority of the firms. Let's consider Adam. Adam works as a Customer Success Manager for a B2B SaaS company. And now let's consider Brad. Brad is a Product Manager for the same firm.

Manager 1: Our Customer Success Firefighter

When Adam tries to solve for Customer Success, he understands that support isn't scalable. He has been running Webinars but the turnout has been dismal and engagement is even worse. He has been sending out newsletters to encourage industry-wide adoption of best practices but this doesn't improve his service. And he is completely cut off from the problems that Brad is facing.

Manager 2: Our Product Owner with no Authority

As a product manager, Brad wants to gather feedback from customers, get reviews and solve their problems. But there seems to be no resource at his disposal to get organic reviews. He isn't part of the mail chain being sent to a customer. And getting a client for an interview or a QnA is a different hassle. This impacts Brad's work as he is not able to provide a roadmap to the engineering team, which leads to ineffective Product Adoption as a consequence.

Problem Rundown

1. Companies invest a lot of effort in organizing webinars and events to engage with their customers. But it's just a one-time activity that keeps them engaged only during the event, what about after the event? There's no space for customers to engage with the company and the other customers.
2. The current solution is more of a broadcast solution (company-to-customers) rather than an engagement solution where customers can freely ask their questions, look out for best practices, engage in peer-to-peer discussions, share their learning with other community members, and much more.
3. Current engagement methods are top-down. Sales and Marketing are increasingly becoming the opposite. More users want to hear from other users about the product. Just like a job seeker reads about what the employees have to say about his new company on Glassdoor.
4. Customers love the interaction. They want to know if they are being taken seriously and their requests being answered in time. Right now, there isn't any efficient way to track that.
5. There is no direct channel to collect customer feedback to drive product adoption.
6. The siloed approach that we highlighted in the above case, aims at reaching the users on a team basis which leads to poor impression, resulting in customer dissatisfaction.