When we started this series, one word kept coming up over and over again in my conversations with Rebekah Boon, HiHello’s Head of Customer Success: partnership.
Partnership drives the six-month ROI that customers achieve with HiHello. It powers the expansion momentum that turns pilots into global rollouts. And it fuels the long-term relationships that keep organizations renewing year after year.
In our conversation, Rebekah shares how her team’s approach to customer success goes beyond basic support. It’s about curiosity, collaboration, and helping customers transform the way they connect through true partnership.
How does your team collaborate across sales, product, marketing, and support?
“I’ve been here for two years, and in that time I’ve watched us invest in a culture of customer curiosity, empathy, and excellence,” Rebekah said. “We have a strong collaboration across engineering, product, marketing, and sales where we use customer data, stories, and feedback to shape our roadmap and make the customer experience better.”
That cross-functional loop is intentional. Customer feedback isn’t stored away in tickets or reports. It becomes a living part of HiHello’s roadmap, ensuring that new features and updates always align with what customers truly need.
“We talk about customer stories every other week during all-hands meetings,” she added. “It’s one of the reasons why we’re rated so highly on G2, because our entire company knows our customers by name and understands their goals.”
What can customers do to ensure long-term success with HiHello?
“Be willing to partner,” Rebekah said simply. “Know what you’re trying to achieve and be open to creativity in how we get there. We’re driving transformation in how organizations connect, and that takes collaboration.”
HiHello’s most successful customers treat the relationship as a two-way dialogue. They share KPIs, goals, and internal milestones. They bring their success managers into strategy sessions and allow HiHello to help adapt their programs over time.
“Customers don’t have to do this alone,” Rebekah explained. “We bring proven methodology, experience, and strategy to help teams build programs that are sustainable year after year.”
What do you wish more companies understood about investing in a platform like HiHello?
“I wish more companies understood the transformative potential that a platform like HiHello can drive,” she said. “Whether it’s improving lead capture, modernizing brand consistency, or creating better customer experiences, we’ve seen our product transform how organizations show up.”
Every digital handshake, through a card, a signature, or a contact form, represents a brand moment. HiHello helps companies align those moments under one professional presence that scales.
What excites you most about the future of customer success at HiHello?
“The opportunity in front of us is one of the most exciting I’ve seen in my career,” Rebekah shared. “HiHello is helping organizations connect with their customers in new ways that save time, drive measurable results, and create real transformation.”
“Enabling digital transformation is one of the most impactful things you can do for a business,” she continued. “My team gets excited about solving real problems and helping our customers achieve outcomes that matter.”
It’s not just about retaining customers. It’s about helping them grow, adapt, and realize new forms of value year after year.
What would you say to someone on the fence about choosing HiHello?
“Give me a call,” Rebekah laughed. “I love having these conversations because sometimes there’s anxiety about adopting new technology. But that should be the least of your worries. We have a proven approach that partners with our customers from start to finish.”
That partnership doesn’t end with onboarding. It extends into measurable outcomes, multi-year results, and authentic human connections that define the HiHello experience.
Customer success at HiHello is built on empathy, strategy, and momentum. Every rollout is a shared project. Every success story is a partnership.
It’s why G2 continues to recognize HiHello with its Best Relationship, Best ROI, and Fastest Implementation badges, and why organizations across industries continue to grow with us year after year.
See what long-term success looks like.
Schedule a demo and explore how HiHello can help your organization build measurable, lasting impact.
