When it comes to onboarding and managing customer relationships, superb organization and communication are paramount. ServiceRocket held a webinar on how to use Workplace by Facebook to manage every aspect of customer accounts.
As a Workplace by Facebook partner, ServiceRocket is helping organizations all over the world learn, implement and adopt Workplace to connect people, break down silos, and help organizations create collaborative cultures.
ServiceRocket co-hosts Bill Cushard and Sarah E. Brown were joined by special guest Robert Porter, Strategic Partner Manager at Facebook, for this hour-long webinar.
What is Workplace?
Workplace by Facebook is an enterprise communication tool that transforms the way businesses communicate and achieve results by enabling everyone to stay connected and turn ideas into action. As Robert Porter said, "Workplace's mission is to connect the three billion people that work, giving them a voice to help drive innovation and productivity."
It Brings the Familiar to the Office
Workplace uses an interface and functionality that people are already familiar with through their personal Facebook accounts, and brings it into the office. People create posts, upload documents and images, like and react to information just like they do on their personal accounts. It's easy for people to share information with their colleagues, find and use that information later, and to start conversations between companies and their customers with Workplace.
Using Workplace to
Manage Customer Accounts
In the webinar, Porter ran through three scenarios on how companies use Workplace to manage their customer accounts.
How to use Workplace to align internal stakeholders for customer deployments.
How to extend Customer Success to all teams at your company.
How to drive innovation through Workplace.
Aligning Internal Stakeholders for Customer Deployments
While Workplace is designed to be dynamic and fluid in terms of how each individual uses it, Porter explained that many Workplace companies create a framework that governs some of the high-level usage of the tool.
For example, a process that helps companies standardize project launches with customers. The project lead will create an internal project Group and then use the Pinned Post functionality to publish a project timeline and list all the team leads that are involved in the project. This way all employees know where to go for this information regardless of the number of projects they're involved in. It's done the same way every time.
Workplace uses the familiar Like and Reaction functionality to help managers and team members gauge response to information. It even tracks who's seen the posts, so you can eliminate all of the "I didn't see that email!" responses when it comes time for an important milestone or deadline.
Managing Customer Accounts Through Workplace Engagement
The next scenario Porter talked about was about managing customer accounts. Workplace has a great Group feature called Multi-Company Groups (MCG) that lets you invite external users to Workplace Groups. Your customers only have access to this MCG and cannot see any of your internal groups or discussion, and the MCG appears in your Workplace interface so you don't have to log in to a separate account to manage the customer relationship.
Driving Innovation Through Workplace
The final scenario Porter explained was how to use Workplace to drive innovation at your company. For internal users, it inspires employees because they "see the work getting done in Workplace," as Porter explained. Information is on display for everyone to see, so there's organizational transparency. This visibility not only inspires and motivates employees, it can also inspire new ideas and creativity as they see information from different parts of the company.
Internal Innovation Example
A great example Porter talked about was his own onboarding experience at Facebook. When he started, instead of being put through a lengthy training process, online courses, and meetings with colleagues, he was simply instructed to "follow his manager on Workplace, to join all the groups she's a part of, and to follow all the people she follows on the platform." That exposed him to all the same information his manager and new team had available, saw all the discussions they were participating in, and shortened his onboarding time. Porter said he was brought up to speed in days instead of months this way.
Customers Driving Innovation Example
Through the MCG, companies can let their own customers drive innovation, specifically in a non-project workflow. By creating a product MCG, Porter outlined out employees and customers come together to share information and product knowledge on a daily basis. This way their own customers gain new ideas to innovate the way they use your products, but also your company can use this information to help grow your products because you're getting an inside view of how customers use your products.
Find Out More By Listening to the Webinar Playback:
We hope you enjoyed this webinar recap, but don't worry, that's not all Robert, Bill, and Sarah talked about. If you want to find out more about Workplace by Facebook and how it can help you manage your customer accounts, take a listen for yourself.