Kickscale can not only be used as a sales tool but as a powerful platform for any customer-facing conversation. Through automated recording and analysis, it helps organizations extract valuable insights from every customer interaction, enabling teams to better understand customer needs.
This guide will equip you with the best practices and tools to utilize Kickscale effectively in you customer success team.
Setup & Configuration
Customization is the key to unlock the full potential. a proper setup will help you get deep insights into your customers like never before. the following will cover every aspect of customization and give you some inspiration on how to configure kickscale to your needs
Meeting Types
Meeting types in Kickscale help you categorize different customer conversations based on their purpose, allowing you to track relevant metrics and generate targeted insights.
Example types:
Quarterly Business Reviews (QBRs): Strategic check-ins to review success metrics and plan future goals with key stakeholders.
Health Checks: Regular touchpoints to gauge satisfaction and ensure successful product adoption.
Technical Onboarding: Implementation sessions focusing on product setup and initial team training.
Meeting Insights
Important: Meeting insights are currently created by the Kickscale team so feel free to reach out if you need customized insights
Meeting insights in Kickscale are automatically extracted data points from your customer conversations that help you track and analyze important topics, trends, and outcomes. These insights can be customized to match your specific business needs and reporting requirements.
Example insights:
Feature Requests: Track specific product capabilities customers are asking for, helping you quantify demand and communicate needs to the product team effectively.
Customer Satisfaction: Monitor satisfaction levels and potential friction points by analyzing language patterns and feedback throughout the conversation.
Training Needs: Identify areas where customers need additional support or documentation by capturing questions and points of confusion during calls.
Onboarding Questions: Open Questions and Unclarities during onboarding calls that hint that there might be potential to improve the onboarding process
Question Trackers
Question trackers in Kickscale help you monitor if and how specific questions are being asked during customer conversations. By setting up key questions to track, you can ensure consistent meeting quality and capture crucial information across your customer interactions.
Example Question Trackers:
"How has your team's adoption of our solution progressed since our last meeting?"
"What business goals are you trying to achieve in the next quarter?"
"Are there any challenges or roadblocks your team is currently facing?"
"Which features are providing the most value to your team?"
"Are there other teams or use cases where you see potential for expansion?"
Keyword Categories
Keywords are specific terms or phrases that you want to track across conversations. The platform automatically identifies when these keywords are mentioned, helping you spot trends and patterns in customer discussions.
Example keyword categories:
Product Features: Track mentions of specific features, modules, or functionalities (e.g., "dashboard," "integration," "reporting") to understand which parts of your product are most discussed or causing friction.
Success Indicators: Monitor positive sentiment terms and success metrics (e.g., "ROI," "time saved," "valuable," "helpful") to identify satisfied customers and potential case studies.
Risk Signals: Track terms that might indicate customer dissatisfaction or potential churn (e.g., "frustrated," "difficult," "unclear," "expensive") to enable early intervention.
Competitor Names: Monitor mentions of alternative solutions to understand your competitive landscape and potential risks.
Strategic Terms: Track business-related keywords (e.g., "expansion," "new team," "budget") to identify growth opportunities and account changes.
Follow-Up Template
Email follow-up templates are automated drafts generated after meetings to summarize key discussion points, confirm action items, and maintain clear communication with customers. The platform automatically populates the template with relevant meeting insights and allows customization before sending.
Example Template:
Hi [Customer Name],
Thank you for taking the time to meet today. I wanted to summarize our key discussion points and next steps:
Key Discussion Points:
- [Automatically populated with main topics discussed]
- [Feature requests/feedback captured]
- [Challenges or concerns addressed]
Action Items:
Our team will:
- [Action item 1 with owner and deadline]
- [Action item 2 with owner and deadline]
Your team will:
- [Customer action item 1]
- [Customer action item 2]
Resources Mentioned:
- [Links to relevant documentation/resources]
Please let me know if I missed anything or if you have any questions. We're here to help ensure your success with [Product Name].
Best regards,
[Signature]
Concrete Use Cases
Proper setup unlocks an array of use cases that can be tackled with Kickscale, enabling Customer Success teams to streamline their workflows and make data-driven decisions. Following are some use cases where we have seen that Kickscale can have an immense impact.
Feature Request Management with Kickscale
Kickscale can transforms the traditionally scattered process of collecting and communicating product feedback into a streamlined, data-driven workflow. By properly configuring your setup, you can automatically capture, categorize, and quantify feature requests across all customer conversations.
Meeting Insight
Add an insight to your customer success meeting type that captures all types of feature requests. We already have a predefined meeting insight for this purpose which you can add in the meeting type builder out of the box.
Keyword Tracking
Set up keyword tracking for terms like:
"feature request"
"need"
"missing functionality"
"wish list"
"would be helpful"
Question Trackers
Configure question trackers:
"What feature are you still missing from our platform?"
"What workflow or problem is currently challenging you the most that is adjacent to our product offering?"
"What is your current way of solving this problem?"
Meeting Notes
Meeting notes can be created after the call or live during the call using our google chrome extension. Notes can be very helpful in highlighting important parts of a conversation and communicating these to your teammates.
Create timestamped notes during live calls
Add hashtags for easy categorization (#featurerequest, #highpriority)
@mention product team members for immediate visibility
Link feedback to specific moments in the conversation
Reports
Reports can help you quantify your feature requests. If you have feature requests setup as meeting insight you can generate a report that will give you the most common feature request categorized and sorted by quantity
Onboarding Optimization
Optimize your onboarding process by systematically analyzing customer conversations to identify common challenges, questions, and success patterns. This data-driven approach allows you to continuously improve your onboarding materials and processes based on real customer interactions.
Meeting Insight
Add insights to your onboarding meeting type to track:
Common questions asked during onboarding
Technical setup challenges
Integration difficulties
Keyword Tracking
Set up keyword tracking for terms like:
"unclear"
"confused"
"how do I"
"where can I find"
"doesn't work"
"help with"
Question Trackers
Configure question trackers:
"Do you feel confident using [specific feature] after this session?"
"What aspects of the platform are still unclear?"
"Are there any additional resources you need to be successful?"
"How satisfied are you with the onboarding process so far?"
Meeting Notes
Use meeting notes to document specific onboarding challenges and successes:
Create timestamped references to common stumbling points
Add hashtags to categorize issues (#technical, #training, #integration)
@mention team members who need to provide additional support
Mark successful explanations for future reference and training materials
Reports
Generate reports to identify patterns and optimize your onboarding process:
Quantify most common questions and challenges
Identify areas where additional documentation is needed