For B2B companies with thousands of customers
Customer success for the B2B long tail
Your data already shows who needs attention. Clair acts on it, in the conversation with the customer.
The long tail
Most products are bought by one person and used by many
In the long tail, nobody gets the other users going. Clair does.
The long tail is every account with no named CSM: thousands of business customers, each too small for a person of their own. In software, payments, marketplaces or services, the pattern is the same. One person signs, the others get a login email, and the first time anyone talks to them is when they cancel.
- A named person
- Covered by Clair
In key accounts, your team decides whether Clair reaches the everyday users. Decision makers always stay with their CSM.
One Clair per customer
Every customer gets a Clair of their own
Clair works on top of what you already have: product usage, your CRM and tickets, NPS and billing, in tools like HubSpot, Salesforce or Planhat.
Knows the whole story
- The account
- Product use
- Spend
- Every earlier conversation
Outbound
Gets in touch when it’s worth it
When there’s something in it for the customer: a setup to finish, a feature they pay for and never tried, a plan they’ve outgrown, a renewal coming up.
Inbound
There when they reach out
Day or night, by phone, in chat or on WhatsApp, in their own language. Customers reach Clair the same ways Clair reaches them.
In the conversation
Gets it done
Setups finished, features switched on, upgrades made, renewals gone through. Then Clair writes back what happened.
Your team
A person when it needs one
What needs your team goes to them during your team’s hours, as a task in your CRM, a ticket or a callback, with the whole story.
The outcomes
What changes when Clair covers your long tail
Four outcomes, each measured in your own data, in the tools you already use: a CRM, a CS platform, your product and billing data.
Higher adoption
Customers finish setup and start using what they pay for. Clair gets each user going in the conversation, in their own language.
Measured by
Usage data: setup finished, features in use
More expansion
When a customer outgrows their plan, Clair suggests the right one and makes the upgrade in the conversation. Add-ons and more seats too.
Measured by
Expansion revenue
Higher retention
Problems are solved in the conversation, or reach your team long before renewal.
Measured by
Renewals and churn
Lower cost to serve
Every account in the long tail gets attention, without growing your team at the same rate. Your CSMs spend their time where a person makes the difference.
Measured by
Accounts per CSM
Programs
Start where your long tail needs it most
A program is one job, done the same way for every customer, every time your data shows it’s needed. Start with one.
For customers who bought but never got started. Clair gets every user set up and using what they pay for.
For customers who outgrow their plan. Clair suggests the right one and makes the upgrade in the conversation.
For customers drifting away. Clair goes after the cause, and goes through the renewal with them in good time.
FAQ
Questions about the long tail
What are long-tail accounts?
Long-tail accounts are the many business customers with no named CSM: too small for a person of their own, too many to ignore. Most companies reach them with automated emails. With Clair, each of them gets a conversation at the moment that matters, and an answer when they reach out.
What is tech touch customer success?
Tech touch reaches every account through one-to-many channels: emails, in-app messages and webinars. It scales, but it can’t finish a setup or answer the question a customer actually has. Clair keeps the reach of tech touch and adds a conversation with each customer, by phone, in chat or on WhatsApp.
What is digital customer success?
Digital customer success uses your data and digital channels to reach customers at scale, instead of a CSM per account. With Clair, digital customer success ends in a conversation: your data shows who needs attention, Clair gets in touch, gets it done and writes back what happened.
What is scaled customer success?
Scaled customer success covers the accounts your CSMs can’t, through programs that run the same way for every customer. With Clair, each program runs as a conversation with the customer, at the moment your data shows it matters, in their own language.
How is Clair different from an email campaign or a chatbot?
An email campaign sends the same message to many accounts and counts the clicks. A chatbot waits for someone to ask. Clair gets in touch with each customer when there’s something in it for them, already knows their account, asks what’s in the way and gets it done in the conversation, then writes back what they said, in their own words. Customers reach Clair the same way, on the channel they use.
How does Clair work with a pooled CSM team?
In a pooled model, a shared team of CSMs takes requests from many smaller accounts as they come in. Clair gets in touch before customers need to ask, answers when they do, and hands the pool what needs a person, with the whole story already in your CRM.
How do you cover every customer without growing the team at the same rate?
Clair takes the conversations no one has time for, across the whole long tail, and your team works on what needs a person. That lowers your cost to serve, measured by accounts per CSM in your own data.
Is Clair only for SaaS companies?
No. Clair is for B2B companies with thousands of business customers, in software, payments, marketplaces or services. If your data shows who needs attention, Clair can act on it.
What data does Clair need?
What you already have: product usage, your CRM and tickets, NPS and billing. Not every company has a CS platform, or even a CRM, and Clair doesn’t assume one. Clair works on top of the tools your data lives in, like HubSpot, Salesforce or Planhat.