Customer Touch Workflows

Stay personal, automatically.

Written By GoCSM

Last updated 7 months ago

Customer Touch workflows in GoCSM help you keep in touch with your users at the right time — with the right message. From onboarding emails to re-engagement nudges, these are the automations your customers actually see.

1. What is This?

These are automated messages sent directly to your customers based on their behavior, usage, or feedback. Think of them as pre-drafted conversations designed to support, engage, or guide your users — without needing to send each one manually.

2. Why We Made This

To make it easier for you to:

  • Stay on top of customer relationships

  • Send help and encouragement when needed

  • Save time while still sounding human

  • Keep your brand’s tone consistent

Whether it’s a welcome email or a check-in after inactivity, GoCSM helps you send it—automatically.

3. How to Use This

Important: All Customer Touch workflows are pre-drafted but must be published before they’ll activate. Customize the message before publishing to match your tone or voice.

To access and publish:

  1. Go to the Automations section in your GoCSM dashboard

  2. Click the Customer Touch tab

  3. Open any draft (Onboarding, Product Adoption, Feedback, etc.)

  4. Customize the copy if needed

  5. Click Publish to activate it

4. When These Workflows Trigger

Category

Trigger

Message Type

Use Case

Onboarding

New sign-up

Welcome message

Kickstart the relationship right

Happiness Level

NPS Feedback

Tailored follow-up (Happy, Neutral, Unhappy)

Reinforce or recover relationships

Product Adoption

Used/Not Used Features

Engagement nudges

Help users explore more features

Login Activity

Inactive for X days

Re-engagement messages

Bring users back in

Financial

Payment failed

Friendly reminder

Reduce churn risk

Sessions/Meetings

Booked calls or tasks

Email/SMS reminders

Improve show-up rates

Task Management

Support tasks

Confirmation message

Acknowledge request

Affiliate Program

Qualified users based on score> 1000

Invitation to join

Recruit ambassadors

Customer Check-ins

Scheduled days (1, 7, 14, 21,28, 40, 60, 90 days)

Progress emails

Keep momentum going

5. What You Can Customize

  • Email/SMS message content

  • Conditions or filters (tags, usage, etc.)

  • Who receives which messages

Each workflow is set up for a typical agency lifecycle — but you’re free to adjust it to fit your tone, audience, or sequence.

6. Who This is For

Anyone who wants to:

  • Nurture customers without being in the inbox all day

  • Make onboarding smoother

  • Automate engagement while keeping it personal

  • Build better relationships over time

Perfect for: → Agency Owners → CS Teams → Growth Marketers → Founders who want to stay close to their customers