5. The Impact of Support Documentation on Customer Success

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Customer success and customer support are different. They have different goals, approaches, methods, systems, and personnel. But at the end of the day, they both serve the customer. That means your success team should also have access to customer support documentation.

CSMs are often the first people a company turns to when it has a problem. And “Sorry, I can’t help you with that; you should open a support ticket” doesn’t provide a good customer experience.

If your CSMs have access to support documentation spain mobile database and know how to reference it, they can serve as the first line of troubleshooting. They won't be able to resolve detailed issues that require developer involvement. But they can prevent your customer support team from getting bogged down in solving simple problems.

Customer success is not customer support. But providing them with the documentation they need in addition to your support team can be a huge help.