Each LoungeUp client is accompanied by a dedicated Customer Success Manager (CSM). As the name suggests, each CSM works to ensure the success of their client: they act as the primary and regular contact for the client, understanding their particular needs and problems in order to collaborate effectively.
During this phase, the Customer Success Manager leads meetings with the customer to determine the perfect settings to suit their objectives. They are then responsible for carrying out this configuration before handing over the "keys" to the back office to the client.
The Customer Success Manager will train the client on how to use the platform to its fullest potential. These initial sessions take place in the customer's own environment for more efficiency.
Throughout the partnership, follow-up meetings are held between the client and the Customer Success Manager to analyse the results, monitor any new objectives and adjust the configuration accordingly. These follow-up meetings are also an opportunity to present the new features on the platform.
We know that it is often easier to speak to someone rather than read generic documents, so our support team is available at all times to help all our customers use the LoungeUp platform, regardless of their contract.
Our team is available via phone, email or chat, in French, English and Spanish to answer all our customers. Each request is processed through a tracking tool so that no query is ever left unanswered.
Average response time: 2 hours
All customers have access at all times to a knowledge base describing how each feature of the LoungeUp platform works.
A learning centre is available to all teams with training videos to support users as they become experts in the tool.
The LoungeUp Academy is free and adapted to all skill levels.
A private group on LinkedIn is reserved for our customers. On this group, we share preview information, conduct surveys to anticipate certain needs, and try to maintain a network of professionals who share a passion for guest relationships.