Service providers have no shortage of new technologies to bring to market.
From collaboration tools to customer engagement platforms, innovation is abundant – yet many providers still struggle to turn product launches into real adoption.
According to Seth Noone, Head of Strategic Partnerships at Clerk Chat, the issue is simple but pervasive: too many providers believe that if a solution is introduced, customers will naturally start using it.
“Believing the product alone is enough is one of the biggest mistakes,” said Noone.
“You can’t just launch and walk away. The real work starts with education, awareness, and showing customers how the technology actually makes their business better.”
The “Set It and Forget It” Trap
In a competitive market, speed to launch is often seen as the measure of success. But while providers may succeed in putting a new product on their price sheet, they frequently fail to ensure adoption.
Without internal enablement, sales teams don’t know how to position the new service. Without external education, customers don’t understand the value or how the product fits their needs.
And without ongoing reinforcement, even strong offerings risk becoming underutilized. The result? Wasted investment, declining margins, and customers who stick with the status quo.
“If you’re not continually reinforcing the value, the product just becomes another underutilized feature,” Noone explained.
Clerk Chat’s Post-Launch Playbook
Clerk Chat has built its growth model around avoiding this trap.
The customer experience platform, which enables business messaging and AI agents, now partners with more than 36 service providers worldwide, and is focused less on the act of launching and more on what happens afterward.
That means ensuring providers have the tools, training, and strategies they need to turn a product launch into a long-term adoption curve.
- Education & Awareness: Clerk Chat provides providers with fresh content, new use cases, and targeted “Did you know?” campaigns that keep both customers and sales teams engaged.
- Sales Enablement: Training helps sales teams position the solution effectively –whether bundled into a core package, sold à la carte, or promoted as a premium differentiator.
- Verticalized Use Cases: Pre-built workflows demonstrate instant relevance, helping providers show value across industries such as finance, field services, and logistics.
- Constant Iteration: Clerk Chat’s support doesn’t stop at launch. Providers receive continuous updates and best practices to reinforce the product’s role in customer engagement.
This approach shifts the provider mindset from “product introduction” to “go-to-market execution.”
Bundling and Differentiation
For service providers, how a new service is packaged can make the difference between success and stagnation.
Some choose to bundle messaging capabilities directly into their core offerings, ensuring every customer gets immediate value.
Others position it as an optional add-on or premium service, creating new revenue streams.
“It’s all about understanding what the provider is trying to achieve,” said Noone. “For some, it’s filling a gap in customer communication channels. For others, it’s creating a new source of margin.”
This flexibility has become increasingly important as margins on traditional UC stacks continue to shrink.
Providers are under pressure to differentiate, and customer engagement solutions like Clerk Chat offer a clear way to add both value and revenue.
From Launch to Long-Term Success
The lesson is clear: launching a product is only the first step. Real success comes from helping providers and their customers understand, adopt, and benefit from the technology over time.
“Seeing providers get excited about bringing new services to their customers is the best part of this job,” said Noone.
“It’s not just about introducing a product – it’s about helping them create long-term engagement and real business outcomes.”
As service providers seek to offset shrinking UC margins and stay competitive, avoiding the “set it and forget it” trap could be the key to turning new technology launches into lasting success stories.
