There are so many opportunities when using CC and CS together, many of which I’ve documented in my previous articles. If you want to take your integration strategy to the next level, check out the additional use cases I’ve documented below. Some of these use long-standing features and some highlight brand new functionality!
Post to Slack from JO
Journey Orchestrator now has the option to post to Slack as an action. Documentation on this feature can be found here. In some cases a Slack message may be more effective than an email or a CTA if the target audience spends much of their time in Slack. Having the notification in Slack also allows it to be easily shared to another channel or in a private message.
Ideas of ways to use this feature with CC+CS:
- Send a message when a Product Idea from a high-touch client hasn’t had a response by an employee in 14 days. Target Audience: Product team
- Send a message to Slack confirming which Community Users were recently emailed about joining an advocacy group. Target Audience: CSMs and Community Managers
- Any of the CTAs from my last article could instead be sent to Slack.
Load Product Ideas to Timeline
Using Rules Engine you can load Product Ideas from CC to the Company Timeline as Milestones. This not only gives visibility to those Product Ideas within CS, but you can take advantage of Text Analytics and Customer Cheatsheet to analyze and summarize that information for you.
Documentation on Text Analytics here.
Documentation on Customer Cheat Sheet here.
As I’m sure you’ve heard from others at Gainsight, put AI to work for you whenever you can!
Actions in PX and CE
If you have both our CC and CS products, there is a decent chance that you are also using Gainsight’s PX (Product Analytics) or CE (Customer Education FKA Northpass) products. Using Journey Orchestrator you can trigger certain actions in these products using data from your Community, your CS tenant, as well as any other data source you have flowing into CS.
From Journey Orchestrator you can trigger an engagement in PX. Documentation here.
Suggested use cases:
- For users who have posted in a product beta Community Group, show them an Engagement when the feature is officially launched that thanks them for their participation in the beta.
- For Community users who have submitted at least one Product Idea in the past six months, send them an Engagement notifying them of an upcoming roadmap webinar.
- If a client posts a Question to Community and there is no Reply marked as “Best Answer” after 10 days, trigger an Engagement to that user. The Engagement can ask whether their recent question in Community was answered, and prompt them to reach out to their CSM if they still have questions. You could restrict the audience list to a specific customer segment or ARR threshold based on the associated Company data in CS.
From Journey Orchestrator you can also trigger an enrollment in CE. Documentation here.
Suggested use case:
- Let’s say you have a Community Group for your clients within a specific industry such as Healthcare or Education. You could enroll active participants from that group into a newly launched Course in CE that is tailored for that industry.
If supercharging your CC+CS strategy is a priority for you, I recommend attending my upcoming webinar on July 10 at 11AM CT. You can register here, and if you can’t attend we will send you the recording!