Particularly in product-led growth companies, low-touch customers represent a significant piece of the pie. Plus, many of them have great future potential. They can be cross sold and up sold, nurtured over time into bigger customers.

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But how do you find the gems? Which customers are worth reaching out to, and when? 

How can you both segment and prioritize the large sea of customers in order to give each account the right amount of attention, at the right time? 

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Hidden amid pedabytes of contextual data are nuggets of gold—important information that can help companies understand their customers. Within the conversations on Intercom, Zendesk, email correspondences, customer Slack channels and the like are important clues to knowing which customers are advocates and which ones might be interested in using your product and services even more. Only with the help of technology can you synthesize all this data and make sense of it. It is the key to knowing how to segment and prioritize those longtail customers.

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Today’s Customers Don’t Want to Chat

When it comes to smaller accounts that often make up the long tail, the days of the door to door salesperson and cold sales calls are long gone. Most of today’s long tail customers usually don’t want or expect to talk to an actual person at all. But that doesn’t mean they’re not communicating with us, or that their sentiments can’t be identified. If they have a question, a concern or a complaint, they’ll turn to online channels—opening tickets, reading help articles or messages on your social media profiles. 

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Buried within these customer communications are hints that can reveal how to prioritize each account, but oftentimes a human eye never sees these conversations. With the help of advanced AI, we can make sure that important customer feedback isn’t overlooked. The right technology can help us identify and interpret these signals so we can understand the needs and sentiments of all our customers, even the long tail ones. 

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LoudNClear offers a fully-integrated platform that scans the data across various channels, synthesizes it, and presents it in a seamless, accessible way. By looking not only at Slack, Zendesk and Salesforce but also at conversations on social media feeds, it offers CSMs an effortless way to understand their clients and prioritize them wisely. They can identify their biggest promoters and take advantage of opportunities while they’re relevant and ripe. Plus, LoudNClear can set up tailored automations and workflows based on specific triggers that you choose. By applying this technology across the long tail too, CSMs are finding those hidden nuggets and investing their time in identifying champions and opportunities for growth.

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