What is Strikedeck?
Strikedeck, now part of the Medallia platform, is a comprehensive Customer Success solution designed to help businesses maximize the value of their customer relationships, reduce churn, and drive customer trust and loyalty. This SaaS-based platform is tailored to measure, manage, and monetize the customer experience across various touchpoints.
Key Features and Functionality
Customer Insights and Management
- Customer 360 View: Strikedeck creates a holistic view of the customer by integrating data from multiple sources such as CRM, Marketing Automation, Finance, Billing, Contracts, Support, and Product Usage. This integrated view enables Customer Success teams to have a complete understanding of the customer’s journey.
Automation and Workflow
- Automated Playbooks: The platform offers out-of-the-box playbooks and workflows for common events in the customer lifecycle, allowing for automated responses to various customer interactions. This automation helps in scaling Customer Success operations efficiently.
- Task Management: Strikedeck includes task management features that help Customer Success teams stay organized and focused on critical tasks, reducing the time spent on mundane and repetitive activities.
Predictive Analytics and Health Scoring
- Customer Health Scoring: The platform uses intelligent algorithms to calculate customer health scores, providing real-time visibility into customer satisfaction and identifying at-risk customers. This proactive approach helps in preventing churn.
Segmentation and Personalization
- Customer Segmentation: Strikedeck allows for the segmentation of customers based on various criteria, enabling tailored service delivery that meets the specific needs of each segment. This segmentation is easily manageable through one-click dashboards.
Feedback and Surveys
- NPS Surveys and Customer Feedback: The platform includes tools for conducting Net Promoter Score (NPS) surveys and gathering customer feedback. This feedback is integrated into the overall customer data, providing valuable insights for improving customer experience.
Integration and Reporting
- Integration with CRM: Strikedeck seamlessly integrates with CRM systems and other software, ensuring a unified view of customer data. It also offers custom dashboards, reporting, and analytics to help teams make data-driven decisions.
Customer Journey and Onboarding
- Customer Journey Mapping: The platform helps in mapping customer engagements at each point in the journey, ensuring a smooth onboarding process and ongoing support. This feature is crucial for maximizing customer satisfaction and retention.
Additional Features
- Churn Prediction: Strikedeck uses predictive analytics to predict potential churn, allowing Customer Success teams to take proactive measures to retain customers.
- Upsell and Cross-Sell Opportunities: The platform identifies opportunities for upselling and cross-selling, helping businesses to maximize revenue.
- Customer Alerts and Communication: It includes features for sending customer alerts and managing customer communication, ensuring timely and relevant interactions.
Benefits
Strikedeck’s comprehensive suite of features and functionalities offers several key benefits, including:
- Increased Customer Satisfaction: By providing a personalized and proactive approach to customer success, businesses can see significant improvements in customer satisfaction.
- Reduced Churn: The predictive analytics and health scoring features help in identifying and addressing potential churn, leading to better customer retention.
- Revenue Growth: The platform’s ability to identify upsell and cross-sell opportunities, along with its automation and workflow management, contributes to increased revenue and annual recurring revenue.
Overall, Strikedeck is a powerful tool for businesses aiming to enhance their customer success initiatives, drive customer loyalty, and ultimately, maximize revenue.