Understanding GoCSM's Workflow System

GoCSM's workflow system automates your customer success operations through two main types of workflows: Internal Notifications and Customer Touch. Each workflow is triggered by specific events and actions in your customer's journey.

The Two Types of Workflows

1. Internal Notifications

These workflows keep your team informed by automatically alerting them about important customer events and changes. When something significant happens with a customer, the team gets notified immediately.

• New User Sign-Ups: Alerts when a new user joins.

• Changes in User Happiness: Notifies about shifts in customer satisfaction.

• Inactive User: Flags users inactive for more than 7 days.

• Unused Feature: Highlights features not being utilized by customers.

• Milestone Achievements: Celebrates when users reach certain scores.

• Payment Statuses: Informs about successful payments and failures.

• Meeting/Task Reminders: Sends prompts for upcoming engagements.

• Affiliate Program Qualification: Alerts when a user qualifies for the affiliate program.

2. Customer Touch

These workflows manage direct communications with your customers. They ensure timely, relevant messages go out based on customer actions and milestones. Each message can be customized to match your brand voice while maintaining consistent timing and delivery:

• Onboarding Welcome: Initiates the customer relationship with a welcome email.

• Happiness Level Response: Tailored communication based on customer feedback (Unhappy, Happy, Neutral).

• Product Adoption Emails: Encourages feature usage and offers additional support.

• Inactive User Re-engagement: Reaches out to dormant users.

• Financial Management: Notifies customers of payment-related issues.

• Meetings and Sessions: Sends reminders for scheduled engagements.

• Task Management: Confirms receipt of support requests.

• Affiliate Program Communications: Engages users about the affiliate program.

• 90-Day Check-In Series: Regular check-ins with new users over their first month (1, 7, 14, 21, 28, 40, 60, 90 days).

All workflows have default messaging that you can customize to align with your brand voice. You can adjust triggers, add conditions, and activate workflows as needed to suit your specific requirements.