Episode Transcript
[00:00:00] Speaker A: Welcome back to the rec room, the AI podcast from tractionrec, bringing you all the future updates and news from our amazing team. I'm your host, Jordan, and I'm genuinely excited to be here today. We're going to explore what truly defines a top tier customer support in our world.
[00:00:16] Speaker B: And I'm Maya, equally keen to dive deep with you and everyone listening. What's truly insightful, I think, is how our approach isn't just about offering a list of services.
It's really about fostering a whole philosophy of partnership.
[00:00:29] Speaker A: Partnership?
[00:00:30] Speaker B: Yeah. Making sure you're not just handed a tool, but that you genuinely master it. Feel connected, you know, part of the broader community.
[00:00:37] Speaker A: Right.
[00:00:38] Speaker B: And that brings up a question for us, doesn't it? What does genuinely top tier customer support look like, especially beyond just like, basic troubleshooting? Mm.
[00:00:46] Speaker A: Question.
[00:00:47] Speaker B: So our mission today is really to extract and highlight the core elements that distinguish this type of support from the foundational stuff that's always included right up to the more specialized offer and understand.
[00:00:59] Speaker A: Why each part matters for your success. Okay, so let's unpack this. Our top tier support.
It's not an add on, is it? It's just part of being a traction wreck customer from the get go.
[00:01:11] Speaker B: Yeah.
[00:01:11] Speaker A: We talk about being proactive partners, kind of like tech savvy cheerleaders always in your corner.
[00:01:16] Speaker B: That's a good way to put it.
[00:01:17] Speaker A: So what are the core programs? The. The initial layer, everyone gets.
[00:01:22] Speaker B: Okay, so if you look at the big picture, the strategy is about embedding support into every single stage of your journey with us. Like right from the start. The foundational piece, absolutely critical, is our customer engagement program. And this isn't just, you know, here's your setup. Good luck. Far from it, right?
[00:01:40] Speaker A: Not just onboarding.
[00:01:41] Speaker B: No, no. We stay actively engaged long after implementation. We focus on continued adoption, making sure you're actually using new features, getting the.
[00:01:49] Speaker A: Most out of them.
[00:01:49] Speaker B: Precisely. Leveraging everything, proactively gathering your feedback, and crucially, tying our support directly to your specific business goals.
[00:01:59] Speaker A: Your goals. Okay.
[00:01:59] Speaker B: Yeah. It's designed so you're never left thinking, okay, what now? Or how do I actually do this thing I need to do? We're right there with you.
[00:02:06] Speaker A: That proactive, goal focused approach sounds, well, vital. Like having a guide. And then there's the community aspect, which I always find so powerful. You mentioned monthly meetups and webinars. These aren't just lectures, right?
[00:02:18] Speaker B: No way. These virtual events, they genuinely go beyond just. Here are the new features. They're carefully designed for customers like you. To actively share real world tips, clever.
[00:02:29] Speaker A: Tricks, stuff that actually works in practice.
[00:02:31] Speaker B: Exactly. Discuss customer driven topics because your challenges, your successes, that's what matters most. And critically, they include small group breakouts.
[00:02:41] Speaker A: Ah, for that direct connection.
[00:02:43] Speaker B: Yes. Peer to peer connection. Real collaboration. It's about tapping into that collective wisdom. You know, like I remember recently a JCC client shared how they cleverly use a standard reporting feature to track fitness equipment usage peaks.
[00:02:56] Speaker A: Oh, interesting. Not its original design, not at all.
[00:02:59] Speaker B: But their clever approach let them optimize cleaning schedules, cut down equipment downtime. I think it was over 15%. That kind of insight, you only get that from the community sharing.
[00:03:07] Speaker A: Wow, that's a fantastic example. Real world impact.
[00:03:11] Speaker B: Yeah.
[00:03:11] Speaker A: So building on those monthly get togethers, we have bigger events. The annual user conferences. They always sound so immersive. Multi day, tailored for specific groups like YMCAs or JCCs.
[00:03:21] Speaker B: Right. And this really underscores the importance of scale, but also highly tailored content. You need both. These conferences are just packed. You've got great presentations, deep dive group discussions.
[00:03:33] Speaker A: Getting into the weed.
[00:03:34] Speaker B: Absolutely. And they're specifically designed so everyone gets tangible, actionable takeaways. Whether you're an admin in marketing, managing programs, everyone.
[00:03:43] Speaker A: So deep focused learning in a dedicated space where you can really connect.
[00:03:47] Speaker B: Exactly.
[00:03:48] Speaker A: Immerse yourself and okay, what about those times you just need a quick answer.
Or maybe you prefer learning solo at your own speed. We've got the online knowledge community and self help portal. It's described as a treasure trove and honestly, looking through it, I get why it is packed support articles, detailed release notes, recordings of all those webinars we mentioned, training videos. It's a lot.
[00:04:11] Speaker B: And what's really compelling there is the emphasis on accessibility and empowerment. Really?
[00:04:16] Speaker A: Right. Anytime access.
[00:04:17] Speaker B: Yeah. Night owl. Really? Bird. Doesn't matter. Help is always just a click away. That self service piece is so crucial for empowering you to find solutions independently. Right when you need them.
[00:04:29] Speaker A: Puts the power in your hands.
[00:04:30] Speaker B: Totally.
[00:04:31] Speaker A: Speaking of community power, there's also the user forum, specifically our Slack community. I understand it's customer managed.
[00:04:37] Speaker B: That's right.
[00:04:38] Speaker A: With over 100 active members. A place to ask questions, share ideas, get support from peers.
And even our CTO jumps in.
[00:04:46] Speaker B: He does. And this just highlights the immense power of that peer to peer support. But importantly, augmented by expert input from our own team.
[00:04:54] Speaker A: Best of both worlds.
[00:04:55] Speaker B: Exactly. A vibrant active forum like that often gives you the fastest, most practical solutions. Sometimes the most creative ones too. Because let's face it, users are often tackling very similar operational hurdles.
[00:05:07] Speaker A: It's like having this huge experienced support team just there, ready to share what works.
[00:05:12] Speaker B: Precisely. Battle tested strategies.
[00:05:14] Speaker A: Okay, so tying all these foundational layers together, we have our dedicated enablement and engagement specialists. These are the go to crew, right, for ongoing learning and collaboration.
[00:05:25] Speaker B: Yes. And their ultimate goal is, I think, particularly insightful. It's to help you become so proficient, so independent, that you're confidently showing off complex solutions you built like yesterday. Huh.
[00:05:37] Speaker A: That's a great goal.
[00:05:38] Speaker B: It shifts the whole idea from just support fixing problems to active enablement fostering true mastery.
[00:05:45] Speaker A: So that might help with more advanced stuff. API integrations, custom dashboards.
[00:05:48] Speaker B: Absolutely. Streamlining data workflows, complex reporting, guiding you through building something custom that gives you real time insights, empowering you to really master the platform's deeper capabilities.
[00:05:59] Speaker A: That is a powerful vision. Turning users into their own experts.
And finally underpinning all of this, making sure it all stays relevant. That's the continuous feedback and product enhancement commitment, right?
[00:06:11] Speaker B: Yes.
[00:06:11] Speaker A: We actively solicit and prioritize customer feedback to shape the roadmap.
[00:06:16] Speaker B: And this is absolutely critical for that long term partnership feel. It guarantees our whole support ecosystem isn't just static, it evolves, it adapts based on real user needs, emerging challenges.
[00:06:29] Speaker A: So our ideas actually go somewhere.
[00:06:31] Speaker B: They genuinely do. They help make the platform demonstrably better. It completes that vital feedback loop between you, the users and our development teams. It's true collaborative innovation.
Your voice directly shapes the future.
[00:06:45] Speaker A: Okay, that's a really impressive suite of always included support. That's the foundation.
But what happens when an organization needs something more, more hands on, maybe more specialized or just, you know, a dedicated boost of expertise?
[00:06:58] Speaker B: Right.
[00:06:59] Speaker A: This is where Success plus comes in. And this is where it gets really interesting. I think, moving beyond that general framework.
[00:07:04] Speaker B: Yeah, absolutely. If you think about the broader picture, organizational needs change. Right. So. So Success plus is that additional highly targeted layer. It's designed precisely for those times when you might face internal capacity challenges, maybe staff transitions, or you just need deeper, dedicated, specialized help. It boils down to providing additional support from a single dedicated success specialist.
[00:07:26] Speaker A: A dedicated person.
[00:07:28] Speaker B: Exactly. Think of it like having Your own personal TractionRec expert seamlessly integrated into your team. Focus just on your specific needs.
[00:07:37] Speaker A: So definitely not a general help desk queue. This is someone who really dives deep into your specific situation. The description says they can take on your admin and configuration needs without the additional overhead. How does that work practically? How do you get access?
[00:07:50] Speaker B: Good question. It touches on flexibility and smart resource allocation. With Success A, you strategically purchase monthly Blocks of professional services. Hours.
[00:08:01] Speaker A: Blocks of hours. Okay.
[00:08:02] Speaker B: Yeah. This structure gives you direct on demand access to that dedicated specialist for those deeper admin tasks. Complex configurations. The stuff your internal team might not have the bandwidth or maybe the specific expertise are just the time for right now.
[00:08:16] Speaker A: And these aren't just simple tasks. Right, the tricky stuff.
[00:08:19] Speaker B: Exactly. Or configuring multi tier membership structures with custom financial rules. Tasks that often need deep system knowledge and frankly a lot of meticulous attention.
[00:08:30] Speaker A: That structure makes a lot of sense. Flexibility plus expert access.
[00:08:35] Speaker B: So what are the common scenarios? When would an organization typically lean on success plus where does it really shine?
[00:08:42] Speaker A: Well, several key situations come to mind immediately. Maybe you're navigating a critical staffing gap because someone left. That's a big one.
[00:08:50] Speaker B: Yeah, that can be tough.
[00:08:51] Speaker A: Or you're onboarding a new admin who needs really intensive hands on help. Maybe more than the standard training provides.
[00:08:58] Speaker B: Get them up to speed faster.
[00:09:00] Speaker A: Right. And sometimes, honestly, you just need extra hands to help your existing team during a really busy patch. A big project rollout, a major system optimization.
[00:09:10] Speaker B: Makes sense. Surge capacity. Precisely. It's designed to give you consistent, flexible support, making sure your organization keeps that momentum, keeps moving forward, no matter what internal hurdles pop up. It's really about providing both a solid safety net and a strategic boost for those specific intensive, often time sensitive needs.
[00:09:31] Speaker A: Like a highly skilled, flexible extension of your own team.
[00:09:34] Speaker B: That's a perfect way to describe it.
[00:09:36] Speaker A: Okay, so putting it all together, this whole multi layered support ecosystem, what does it all mean for an organization trying to get the absolute most out of their software investment? We've talked about broad community support, powerful self service, expert enablement, and now this dedicated flexible success plus layer. What stands out to you as the most powerful part of this whole approach?
[00:10:00] Speaker B: You know what's really fascinating, I think, is the deep understanding that different support needs pop up at different times and for totally different reasons. In any organization it's not one size fits all. So this multi layered model, it gives you that comprehensive safety net for the day to day, sure. But it also provides these incredible opportunities for deep skill development and strategic optimization.
It's fundamentally not just about reactively fixing things when they break, which is important too, of course, but it's also about proactive empowerment, ensuring you have continuous operational momentum regardless of internal capacity shifts or challenges. It's a clear statement, I feel that for us, customer success is genuinely a shared journey, an ongoing thing.
[00:10:43] Speaker A: Yeah, it really hammers home that idea that support isn't just a line item, a cost center. It's integral to the product's value. It's a driver for customer growth, for innovation. That phrase, customer obsessed, it feels real here.
Building a community, not just a customer list. That feels significant. It really is about partnership.
[00:11:01] Speaker B: Absolutely. And this whole approach, it really encourages critical thinking, doesn't it, about how organizations like yours can strategically leverage all these different layers. Not just reacting when there's a problem, but proactively using support to optimize operations.
[00:11:14] Speaker A: Empower your staff, and ultimately hit those bigger organizational goals more effectively.
[00:11:19] Speaker B: Exactly. Getting more impact, more efficiency, maximizing that investment, and really realizing your full potential with the platform.
[00:11:27] Speaker A: Well, that wraps up our deep dive into the dynamic layers of customer support and community building here at TractionRec. It really makes you think about what true collaborative partnership with a tech provider can and maybe should look like. Thanks for joining us on this exploration.
[00:11:43] Speaker B: Thank you. It was great digging into this. And for everyone listening as you go about your day, maybe keep reflecting on how these kinds of comprehensive support models might reshape your own expectations.
What does it genuinely mean to be empowered by the technology you use every day?
[00:11:59] Speaker A: Great thought to end on. We'll be back next time with another deep dive here on the rec room. Until then, keep exploring, keep learning, and definitely keep asking those big questions that drive real innovation.
[00:12:16] Speaker B: Sat.
