With the rise of digital customer success, community has become a key element to the toolkit success teams have. To avoid a customer experience being irrelevant or confusing, we would like the option to provide customers with account specific information right within community content.
Sample Use Cases
- At the top of a Knowledgebase Article is a message informing the customer that this article pertains to a different version of the product they use/have purchased
- Community managers can create a custom page with an account overview, pulling the data from other data sources such as Gainsight CS and Salesforce
- Showing specific sections of the community only to specific customer segments (i.e - Beta customer groups which is recorded within Gainsight CS)
- Adding a “Reach out to your customer success manager INSERT NAME HERE” to the bottom of articles/questions for access to new features or as a point of escalation
The content can be pulled in using a {{CSM_NAME}} tag which is set from within a integration to a CRM/CS management platform (Gainsight CS & Salesforce for example)