Skip to main content

A Tale of Two Datasets: A Customer Outreach Story

  • 17 September 2024
  • 1 reply
  • 41 views

AngelaBrown
Forum|alt.badge.img+3

You may have heard about Gainsight’s recent upgrade to the backend infrastructure of our connectors which required customers to reauthorize their connections. If this is news to you, check out the details here

Gainsight’s Product and Operations team has been managing this project to cause as little disruption to customers as possible throughout the migration. Go team! 

As a Senior Technical Program Manager at Gainsight who specializes in integrations (specifically between PX+CS or Support Platforms + CS), I wanted to offer assistance to customers with reauthorizing their support connectors. While the only thing admins needed to do was click “Reauthorize,” I wanted them to know that I was available to help if they ran into any hiccups. Plus, if they were interested in implementing any cool Support+CS use cases- I was their girl. So I requested the list of customers’ Support Connector reauthorization status from our Ops team and set out to lend a helping hand. The requirements were simple:

  • I wanted to send an email to the Gainsight Admins for each of the affected customers reminding them to reauthorize the connection, share some resources for how to do so, and encourage them to reach out for any help with their use cases
  • I wanted to ensure the communication was logged on Timeline 

But there was a major problem with my plan: There were over 400 customers on the list I received from the Ops team. You might be thinking, that’s no problem, it’s the perfect opportunity to use a Journey Orchestrator program- and you would be right! But internally at Gainsight (and maybe in your organizations too), not just anyone can send off a JO program. That is handled by our Ops team, the exact team whose load I was attempting to lessen by offering to help. As a result, requesting that they build a program for me was off the table. So, how was I going to individually email over 400 contacts?? I decided I needed to prioritize my outreach to customers who would be most likely to take me up on my offer. As such, I narrowed my list down to customers who had recently engaged with Gainsight using the following criteria:

  • The Admin was a member of the Gamechanger Community and had been active within the last 3 months  
  • The customer had submitted a support ticket within the last 3 months- bonus points if the support and community activity were from the same person!  

Unfortunately, there has been a huge amount of turnover of employees in the tech industry and although we try to maintain adequate contact hygiene, running a report in Gainsight to pull the Admin at each company was sure to return many contacts that are no longer working at the companies of interest. Applying the criteria for activity in support and community would not only provide me with engaged contacts but would also return more accurate information on the most current Admin. 

Preparing this list of contacts required gathering data from multiple sources:

  • Community membership and activity from Gainsight CC
  •  Support case info from Zendesk

Luckily, I was able to access all the data I needed directly within CS due to our CC+CS and Zendesk+CS integrations- Score! 

First, I created a report sourcing data from the Community User object which was created in CS by way of the CC Connector. I pulled in email addresses and applied the filter “Last Activity Date less than or equal to Last 90 days.”  From the Company lookup, I pulled in Company Name and Prod Tenant ID, and Role from the Company-Person lookup. I added the filter “Role is Gainsight Admin”  

AD_4nXdiWvHyzbuGscu1YYQixYLd8PgQCBTbbTPTUmroyzeX3Nmdywvl0WIrfkg1HCwItzsODk8HgEF3JX7j1571Hr5-RDx4vDTfC5gJlK9ghSwY8lYEeO7JztdugDRwGUN8zbFPY2L1sW_uJ2kh-2HKUfbRybN_?key=Um-CTmXiyiBINalQ_fPlsA

 

AD_4nXdm8et5RCzVAxgBcTb6uRqUjeRF0LF4nbV2rWjD_p1cTQ5TydG_lnFuN8CrlY8yUXN73LximOOK-vL_FVWsxM4RuBafuv_aGbzZnBfQWnTu0fcRM1rL7veTQp0a80lf-kARQtw5Oh65vD4e-k4L4dOhmkju?key=Um-CTmXiyiBINalQ_fPlsA


 

Next, I exported this report and merged it on the Prod Tenant ID field with the spreadsheet of Support Connector Reauthorization Status I received from the Ops team. (Note: Company Name could have been used here too but Prod Tenant ID left less room for error)  

And voila! My daunting 400+ customer list was whittled down to just under 100 customers. 

Now for support activity. I could have run a similar report as above sourcing from the Cases object, which holds Zendesk ticket info as a result of the established Zendesk Connector. But given that my list of customers was already significantly reduced, I decided to go to our “Support: Customer Ticket Analysis Dashboard” for additional insights. This dashboard allows me to filter by customer and time period to get details about the number and types of tickets being entered. (For more info on making stellar support metrics in CS, see this post). One metric in particular- “Who is entering support tickets” was my go-to. I filtered the dashboard by each customer and set the time period to the last 90 days. I cross referenced my list of Support Connector Reauthorization customers to see if those customers had recently entered support tickets. If so- they were bumped to the top of my outreach list. Then I doubled down on who was submitting the tickets. Was it the same contact as the Gainsight Admin who was active in the community? This is an active and engaged Admin who will be the most-likely to read my email, reauthorize their support connector, maybe ask some great questions, and possibly partner with me on some use case implementations. In some cases, I found that the person entering support tickets and/or frequenting the Gamechanger Community was not in fact the contact listed in Gainsight or Salesforce as the Gainsight Admin, which became an opportunity to add additional contacts and clean up records. 


 

AD_4nXcZUGhUkNu0-5rpOMOp_jJX0mwXFSXiriXsl9W4JnXmvTHMQx-pLhFS3Wpncy7kBOzB7wGxcoY33mCAMEEhrz7p9ykM-OHmWuFpFokvvk7fgBN0N59UtpfpQXWpzQ9xZVGhWY60Hi7GCCzcyQbwh8QVhONy?key=Um-CTmXiyiBINalQ_fPlsA


 

So why have I taken you through this Tale of Two Datasets? By integrating data from multiple sources (in this case, Gainsight CC and Zendesk) into Gainsight CS, I was able to filter down my outreach list to a manageable size, confirm and cleanup contacts to increase my chances of response, and perform of thorough data review without having to go to multiple platforms which significantly cut down the amount of time I spent on this exercise. 

PS- If you’ve read this far and use a Support Connector, chances are I emailed you recently. Please help a girl out by reauthorizing your Support Connector and hitting me up to tell me about the cool way you're using support data in CS. Don’t be a stranger! 😉

 

dayn.johnson
Forum|alt.badge.img+5
  • VIP ⭐️⭐️⭐️⭐️⭐️
  • September 17, 2024

@kstim any use cases for us you can think of here?


Reply


Cookie policy

We use cookies to enhance and personalize your experience. If you accept you agree to our full cookie policy. Learn more about our cookies.

 
Cookie settings