Customer success management

At Wildmoka, we don’t think of Customer Success Management as a limited part of a client lifecycle. To us, it doesn’t just mean to simply help a customer get up and running at first, to save them from churning later.

Rather, we think of our customers as an intrinsic part of our story and we take their requirements as a guidance to help us continuously progress in the vast digital world.

In order to illustrate that, let’s take a walk in the shoes of a Wildmoka client and present how we aim for their customer journey to unfold, from pre-sales to trial, to onboarding and day-to-day support.

The discovery

You have been looking for a digital production platform to monetize your content, create new broadcast formats, and be the fastest one to provide your fans with near-live highlights. You might have a large editorial team that you would like to connect in the Cloud and just give them the right content creation tool to allow them to go faster. Or, you might have a specific event in mind to which you can only dedicate one or two team members and you would need some automated workflows.

You're in touch with a lovely Moka Sales person. Once they establish your need and we are confident we can help you reach your goals, your designated Customer Success Managers will get involved in the discussion. They will prepare tailored demo of the tool to show you how it could be seamlessly integrated in your existing process.

Go Wild trying out the tool

Once your need has been defined and we both agree that we could work together, you get to try the tool (for free!). Our purpose is to provide you with the brick that falls perfectly into your live content workflow.

Go Wild: create your own gallery with your brand’s graphical assets, set up templates and publish as much as you can. If you have any questions, just ping your dedicated CSM.

The onboarding

By this time, you already know your CSM and your CSM knows you.
During this stage, we would usually help you set-up your tenant. This would typically include:

  • Finalizing stream ingestion, defining publishing renditions and destination
  • Integration of an internal CMS our CDN you would be publishing to
  • Helping you define user profiles
  • Making sure you have your gallery & templates set up
  • Scheduling a training session with your team and setting up a regular follow-up call

Working with Wildmoka on a daily basis

When you choose to work with Wildmoka, you also get:

  • A dedicated Customer Success Manager will accompany you throughout your project. He or she will be your go-to person for training sessions, daily questions, and custom feature requests

  • Live chat bubble available at all times directly on the platform

  • Email ticketing & phone hotline to get in touch with us at any time

  • 24/7 premium support upon demand

Customer-driven roadmap: become a part of our R&D journey

Wildmoka is enhanced with new features every two weeks and our customers are our inspiration. Once you get on board, you can rest assured that each of your requests will reach our R&D team and will be integrated into our roadmap.

The Dream CSM team

Brice Orsaud
Head of CSM & Solution Delivery
Andy Fineberg
CSM for North America & APAC
Julia Palandri
CSM for LATAM & Southern Europe
Angélique Delibero
CSM for Western Europe & Nordics

Raphaël Ouaknine,
Head of Digital of i24NEWS, told us:

“The one thing we loved about Wildmoka is how intuitive the interface is to use. We had a branding need and we were looking for a solution that could be implemented quickly and used mostly for news publishing on Facebook. It worked wonders for us, and internally, we started calling Wildmoka “the Hootsuite of video platforms” because it really helped us become much more efficient in content creation & distribution than we used to be with our previous tools. It’s rare to work with people who not only just listen to you, but also really understand your need as a customer.”

Ed Pearson,
Digital Services Manager at ITF

"What tilted the balance towards Wildmoka when choosing a vendor, is the fact that we saw the product was changing regularly, constantly improving and the team was flexible with all our requests. We really enjoyed the collaboration during the trial period, as everything was made very easy for us as customers. Now, we have been working together for a year on a project basis and I’m confident we made the right choice – it’s all about ROI as well and this tool revolutionized the way we do promotion."