Company Strategy
To make internet business personal
What is our mission?
To reinvent Customer Support and become the primary Support tool for our target customers
What is our support strategy?
To become the primary tool for all customer messaging
What is our engage strategy / vision?
What is our FY22 plan?
To bring a Messenger-first experience to all business to customer communication
What is our vision?
Be personal, convenient, and effective
What are the 3 ways to make support experiences better for end users?
The depth and breadth of our in-product channel
Our adjacency to support to see the whole customer journey
Our live data for personalized messaging and targeting
Our seamless orchestration of in-product and out-of-product messages
How will we differentiate ourselves in the market when it comes to Engage?
1. 50%+ growth for our target segment
2. We are a must-have product delivering clear value
What does strong growth look like by July 2022?
To reinvent customer support and engagement for larger companies and go to market with a sales-led motion
What is our strategy?
Be non-repetitive, fast, flexible, and delightful
What are the 4 ways to make support experiences better for teammates?
1. Driving growth through expansion and cross-selling from target-segment Support customers to Engage
2. Building for and optimizing capabilities for Engage sub-jobs that are most adjacent to Support (Proactive Support and Onboarding)
3. Building broad outbound capabilities to increase our share of all our customer messaging
To achieve our Engage goal, what are the 3 key areas we will focus on?
How will we accelerate our shift upmarket?