No-glove is better than white-glove.

A customer just told me she appreciated that our CSM called her after-hours. But that’s not a flex. It’s actually a problem.

Customer experience is not about being available 24/7. It’s about not needing to be.

Do you think your customers want white-glove service?

Not quite. They want no-glove-needed software.

We assign dedicated customer success managers to every account. But our real differentiator is that most customers don’t need them.

Because our customers find the platform so intuitive that they just start using it.

If you need extensive training to use our contract analytics software, then we’ve already failed.

So don’t compete on support quality.

Compete on support avoidance.

Every support ticket is a design failure. Every training session is complexity we should have removed.

What friction are you eliminating from your customer experience?

Matt Lhoumeau is the CEO and co-founder of Concord, a leading provider of Agreement Intelligence solutions. Concord empowers growing businesses to make smarter operational decisions by unlocking actionable insights from contracts, and is trusted by over 1,500 companies worldwide.