What does Customer Success mean at PoliMonitor?

By Ulfa Ali

Customer Success has been defined as “the effort a business undertakes to help its customers be most successful, both with its product and in their own business operations”. Here at PoliMonitor we know that each individual has their own interests and needs from Political Monitoring. This is why each user is encouraged to personalise their accounts to their interests and have access to change those interests at the click of a button.

With the PoliMonitor service, When, What and by Who is decided by each user. When you would like to receive updates so it fits around your schedule and your capacity, What you would like to keep updated with so only the most relevant updates come through and by Who so you can target your stakeholders of interest. All set and decided by each user at the click of a few buttons.

However we also realise not everyone has the time to personalise each and every detail, which is why we have our Customer Success team who are able to help and personalise these details for you. We offer one to one sessions to educate you on our services and work closely with you to set up your account with what you need. And whether you need a hand with boolean logic (understandably confusing) or creating a contact list of relevant stakeholders or switching off email alerts while you are on holiday, we are able to help.

PoliMonitor uses technology to monitor thousands of sources so essentially a machine is gathering and sending information to our users, however we are also constantly reviewing what we send and offer our help when we see appropriate in improving and tailoring the information our users receive. It is not strange to receive an email from us checking whether some extra support is needed.

A value we hold at PoliMonitor is to always seek to improve processes. That is why we at the Customer Success team are always looking for ways we can improve our users' experience no matter how small. That is also why we appreciate all feedback we are given as it is translated into improving our system. For example, last month we introduced a feature which allows users to filter their twitter search by Political Party, APPG or Committee membership, so you can target a specific range of accounts. We have also launched a new CRM at the request of our Customers to be able to quickly save lists of stakeholders and record engagements.

We like to think our services are quite easy to use but if you think differently or need a hand let us know. You never know you could very well be the brain behind our newest service.