If so, you are in a small minority. According to the The TSIA 2018 Global Technology Survey, only 30% of members use a “CS work management” solution, defined as a tool to track onboarding, success plans, playbooks, health scores, adoption monitoring, renewal and expansion possibilities. (For scale, a full 91% of members use a CRM system and 15% use chat bots, putting CS tool users in 34th position on the 42-category list.)
And you may not be very happy with that CS tool. Users report an average satisfaction of 3.44 on a 0-5 scale with CS tools, putting them in the last quartile of the list (but only one category rates above 4, and not by much; support folks are demanding when it comes to tools!)
Not surprisingly, CS tools comes in at a high #6 on the list of planned investments with 58% of members planning a purchase in the next two years.
Do you use a CS tool? If so, are you happy with it? If not, are you looking for one? Please share.