Customer Story
How Cuboh Saves Customer-Facing Teams 1 Day Every Week With Cohere
Cuboh is a first-of-its-kind SaaS solution that helps restaurants increase profitability through an online ordering management platform. By providing a unified interface to services like DoorDash and Uber Eats, Cuboh dramatically decreases the complexity of working with multiple delivery platforms.Challenges
✗ Cuboh needs to onboard customers to their highly configurable SaaS platform with complex workflows.
✗ Customers often experienced trouble with setting up video conferencing software, and needed to be onboarded over the phone.
✗ Having onboarding specialists share their screen wasn't effective in educating customers, and describing onboarding steps over the phone was time consuming and error prone.
✗ Customers had trouble using the platform even after onboarding, requiring extensive follow-up support leading to decreased satisfaction.
SolutionsCohere allows Cuboh to more effectively onboard their customers by:
✓ Making it possible to see a customer's screen over a phone call or video conference with zero setup on their end.
✓ Enabling onboarding specialists to save time by configuring complex settings on the customer's behalf, without going through cumbersome verbal instructions.
✓ Letting onboarding specialists take control of the customer's screen with one click, while still allowing customers to directly interact with the platform themselves.
Results
✓ Dramatically reduced the time required for onboarding and supporting customers, saving each member of Cuboh's 7-person onboarding team up to 4 hours a week.
✓ Cuboh implemented Cohere into their site in just a few minutes, and was able to start collaboratively onboarding their customers immediately.
✓ Improved customer understanding by guiding them through complex workflows, while letting them practice using Cuboh's platform as they would normally.
✓ Customers are able to use the platform more effectively after onboardings, resulting in greater satisfaction and improved retention.
✓ Support inquiries can now be resolved instantly, eliminating several days’ worth of back-and-forth email communication.
“
By making it effortless to walk customers through our platform, Cohere lets us focus on what's important: teaching them how to use our software.— Sadie Perkins, Onboarding Specialist, CubohThe Problem
Ensuring that customers were empowered to use Cuboh's platform
After rapidly expanding their customer base and doubling the size of their team, Cuboh was onboarding an increasing amount of customers to their highly configurable SaaS platform with complex workflows. They were running into issues with scaling their existing onboarding program, as a lot of time was being taken up by technical issues with setting up calls.
“Our customers often run into difficulties with setting up Google Meet, and need to be onboarded over the phone. Cohere is a lifesaver for these situations.”
— Sadie Perkins, Onboarding Specialist, CubohHaving onboarding specialists share their screen wasn't effective in educating customers, and describing onboarding steps over the phone was time consuming and error prone. Customers had trouble using the platform even after onboarding, requiring extensive follow-up support and handholding. This was impacting customer activation while taking up a significant amount of time for Cuboh's onboarding team.
The Solution
A frictionless way to guide customers through complex workflows
Cohere's platform has helped Cuboh dramatically reduce the friction needed to start onboarding customers. Their onboarding specialists can now see a customer's screen over a phone call or video conference – with zero setup on their end.
“There's basically zero learning curve for using Cohere. Customers can just log in normally, and I can take control of their screen right away.”
— Sadie Perkins, Onboarding Specialist, CubohCohere also lets Cuboh's onboarding and account management teams save time by configuring complex settings on the customer's behalf, without going through cumbersome and error prone verbal instructions.
“Customers have been singing Cohere’s praises since the day we integrated it. Our Account Management team has been able to capitalize on the platform’s frictionless experience to resolve customer issues in real-time without having to spin up a virtual meeting – allowing us to catch and correct issues faster than ever.”
— Nick Head, Account Manager, CubohOnboarding specialists can quickly perform otherwise time-consuming setup tasks for customers, while letting them directly interact with Cuboh's software – once they're ready to practice using it.
“When I share my screen, the customer doesn't really get the full experience of how to work with the platform. With Cohere, I can walk my customers through our software while I'm talking to them.”
— Sadie Perkins, Onboarding Specialist, CubohThe Result
More effective onboardings and better customer understanding
Cohere dramatically reduced the time required for onboarding and supporting customers, saving each member of Cuboh's 7-person onboarding team up to 4 hours a week.
“We were each spending 4 hours a week getting folks set up on Google Meet and going back-and-forth over a call. This might seem straightforward to you and me, but it adds up quickly and ends up taking a lot of time.”
— Sadie Perkins, Onboarding Specialist, CubohCuboh finished implementing Cohere into their site in just a few minutes, and was able to start collaboratively onboarding their customers immediately. As a result, Cuboh's existing team can continue offering personalized onboardings at scale.
Most importantly, Sadie and her team are able to structure their onboardings more effectively. As a result, their customers have a better understanding of the platform – reducing churn and ultimately leading to greater customer satisfaction.
“We were able to structure our onboardings to be more effective. There are parts where I can just take over and set up things for the customer, while I want them to be clicking around on other screens so they can get used to interacting with our software. Cohere lets us do both.”
— Sadie Perkins, Onboarding Specialist, CubohCuboh’s customer obsession extends beyond the onboarding process. Using Cohere, their account management team can efficiently offer world-class customer support by instantly getting context on issues, dramatically cutting down on handle times and improving retention.
“By implementing Cohere, we’ve been able to further demonstrate to customers that we are a support-focused company that values efficiency and ease of use. Issues that would take days to resolve with back-and-forth email communication can now be rectified in a few moments, which in turn improves our customer retention.”
— Nick Head, Account Manager, CubohReady to get started?
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