I would love for Gainsight to add a module that will allow the customer to schedule Ad Hoc calls with their CSM or TAM, much like the Medical portals people use to schedule appointments with their doctors. This would create another opportunity for customers to freely engage. It would also create an opportunity for the CSM to have "office hours" as in the professor or doctor is in should someone need to talk. This will empower our customers to quickly and efficiently engage outside of normal communication channels.
Customer Scheduling Portal For Ad Hoc Communication
+5We use a product called Calendly that integrates with O365 or other calendars. Users can then send a link to customers to schedule an open time. There is a lot of flexibility in setting lengthen of meetings, work hours, max number of meetings, etc. We've then added the Calendly link for each person in Salesforce so we can pull it into email communications as a token field. Calendly has premium features with their subscription but the free version worked for most of our needs. The link is unique and persistent per user, so once a customer has it they can use it to schedule meetings even when you don't prompt them through email (and they do).
Thank you John. I will check it out. I'm also glad to hear that it can be used with Salesforce and that he customer can then continue to use it over time. Gainsight should buy the company so they can build it in. 🙂
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