Propulse Restructures and Grows Its CSM Team

At Propulse, our customers' satisfaction and success have always been at the heart of our strategy. To go even further and meet ever-evolving expectations, we've decided to restructure our CSM team (Customer Success Management). Our goal? To build a deeper relationship with our customers, encourage dialogue, and capitalize on their feedback to keep improving our services.

What are the concrete changes?

Here are the new actions we're putting in place to optimize support and strengthen the quality of the user experience:

🎥 An explainer video for the dashboard

Because an effective tool starts with good onboarding, we're launching a dedicated video explaining all the dashboard's features in detail. Simple, clear, and accessible at any time.

📩 A redesigned customer satisfaction email

The NPS (Net Promoter Score) form is getting a makeover! It will help us measure our users' satisfaction and gather their suggestions to improve our solution.

📩 An automated email sequence

To maintain a regular connection and guide each user throughout their journey, a new sequence of personalized emails will be rolled out, with tips, tricks, and best practices.

📝 Continuous feedback via the dashboard

A form built directly into the dashboard will let users share their feedback in real time, whenever they want.

💬 Instant support via Crisp

We're also adding a Crisp chat directly on the payment page and the homepage, able to detect 30 seconds of inactivity and instantly offer help.

🎥 A campaign debrief video

30 days after a campaign launches, a personalized video will be sent to review performance and optimization opportunities together.

📞 An onboarding call pop-up

Ten days after signing up, a pop-up will invite new customers to schedule an onboarding call to reassure them and maximize their chances of success from the first few weeks.

As mentioned above, this restructuring has one single goal: to build a lasting, rewarding relationship of trust with every Propulse user. We believe that great service starts with active listening and constant adaptation to the needs of those who trust us.

The next-generation CSM team is on its way… and this is only the beginning!