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Customer Success (CS)

Ask questions and learn from others about features, workflows, and all the possibilities of Gainsight CS

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  • 15,554 Replies
4921 Topics
revathimenon
revathimenonGainsight Community Manager
published in Customer Success (CS)
DCS Scoops w/ Dayn Johnson: Creating compelling email content in JO programs

Hello everyone,You’ve probably already met our community friend @dayn.johnson  when he dished out some fantastic details on JO Tactics to ensure high email deliverability & open rates.Now, he's taking it a step further, sharing his experiences on the art of crafting compelling email content within JO programs.  Collaboration with Project Stakeholders: Harness the wisdom of stakeholders to craft impactful messaging. Get inside their heads, understand their goals, and shape the messaging around their vision. Review, review, review: Step 1: The research outline planning stage. 1 CTA per message is ideal to meet stakeholder’s messaging goals.  Step 2: Post research planning - review it with stakeholders.  Step 3: Create the content and review it for brevity at that point before it goes for a review Step 4: Revise it with stakeholders on a shared doc, before moving it to the template builder Step 5: Build it out on templates once you have their approval Final step: A final review of how

1102
dayn.johnson
1 year ago
RGrieco
RGriecoHelper ⭐️
asked in Customer Success (CS)
Ability to Sync Salesforce Contact on Recurring Basis in JO Program

I am trying to build a renewal reminder email JO based on data that is mostly located in SFDC - aka. filtering to specific opportunities and contacts that are admins on that same account. I need the participants to continue to sync daily so that it continues to send to the people each day that meet our criteria but, I am struggling to find a way to create a recurring sync with the data being located in SFDC.I can build the logic in query builder and get results I expect but, it appears that I cannot schedule a recurring sync of those participants.When I try to build a Segment it continues to lock up and when I build a Data Designer it seems I am missing required fields for Company ID and Recipient email address even though I have those in my SFDC data. Is there any other workaround or way to achieve this??  What am I missing to get this going?

262
RGrieco
1 year ago
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eirreknamyarContributor ⭐️
asked in Customer Success (CS)
Sync CTAs with specific Outlook calendar

Can I specify an Outlook calendar to sync with rather than my default calendar being the only option? Thanks!

161
S
1 year ago
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marije.petersHelper ⭐️
asked in Customer Success (CS)
Changing the dropdown variant

I’d like to change a dropdown variant from single select to multi-select, however, when trying to change this, I’m getting the error message pop up: Dropdown List DependenciesThis dropdown list category is used in the following objects: Company Person. Could anyone explain what I need to do to go around this? Or does this mean that since the dropdown is in use and contains data it can’t be changed to multi-select? Thanks,  

181
W
1 year ago
hunterjoseph12
hunterjoseph12Contributor ⭐️⭐️
asked in Customer Success (CS)
Getting the most recent data in Data Designer

Hello! I am trying to create a report (through Data Designer) that, depending on the date of the last event (pulled from salesforce object) will give a boolean answer if it was within x months or not! I have most of it all worked out but my problem is, sometimes there are multiple events under the same name - but they happened at different dates and i was just wondering if there is a way within Data Designer to always only pull the most recent incident rather? Help Always Appreciated :) 

1546
revathimenon
1 year ago
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RossDContributor ⭐️
asked in Customer Success (CS)
API work

Hello Everyone,We're on the hunt for a consultant to join our Customer Success Operations team. Our mission? To connect our product with the Gainsight API using user-friendly tools (think Zapier, etc.).Here's the lowdown:- We want to harness feature usage and KPI data to validate outcomes and pull data from our product via our API and post into Gainsight using the API. - This is a 3-month contract.- Our dream candidate is someone who can guide us on tool selection and build, do the API work, coach our team, and handle data transformation.Any recommendations or shared experiences? Thanks in advance! 🚀

321
aaronhatton
1 year ago
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Daryl PortchContributor ⭐️
asked in Customer Success (CS)
Customer Journey Map

Hi,We have scoped out our customer journey map milestones and trigger points to celebrate success (moment milestone achieved) vs highlighting when off track. Does any one have any experience in building this into Gainsight directly? We have reviewed the timeline milestone options but it seems like customisation is limited. We have also reviewed the Customer Goals which seems more like what we are after, Just after some insight of how others have done this in the pastAppreciate any insights you can offer.

821
aaronhatton
1 year ago
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jbaseliceContributor ⭐️
asked in Customer Success (CS)
Journey Orchestrator triggered by stage change

I have an onboarding journey that is supposed to “launch” upon a CS Stage Change. We are seeing a delay here. Is there a way to make an onboarding journey (email sequence/JO) trigger at a Stage Change? 

434
alizee
1 year ago
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marije.petersHelper ⭐️
asked in Customer Success (CS)
Field on Company object not showing up in "Create Segment"

I’d like to set up a segment of customer persona’s using one of our specific platforms. However, when I am in the “create segment” process, and want to select Company as the object, then all Company level fields show up, except for the field which determines the customer’s platform. I don’t understand why all fields show up in the list, except for the one I need. 

263
alizee
1 year ago
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cterry_cpaglobalContributor ⭐️
asked in Customer Success (CS)
can an internal collaborator bcc to timeline

We have several sales people we would like to give the ability to bcc emails to Timeline without giving them a Gainsight license. They are users in Salesforce and are active “internal collaborators” in Gainsight User Management but they don’t have a full/viewer license. Is it possible to set up bcc to Timeline for these type of users?

623
kstim
1 year ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Email Template NOT Showing Up In JO Program

I created an email template, but I don’t see it in the drop down menu in JO.  Help😑

482
M
1 year ago
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Scotty at CalendlyContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Has anyone else gotten the "An error occurred, please contact the survey sender" message?

I’m trying to test a new NPS survey, it was a clone of an old one. When I try to preview the survey from an actual send to myself (where I’m an actual participant, not from a preview or a test send) I get this: I feel like there’s a setting that just needs to be flipped. I’ve got the question out to support too, so if they find the problem I’ll be sure to post here.

170
S
1 year ago
john_apple
john_appleExpert ⭐️
asked in Customer Success (CS)
Provide CC for Non-Operational emails in Journey Orchestrator Programs

I feel like this suggestion might already be on community but I couldn't find it...currently add CC field to Emails in Programs is only possible if the Email Template is Operational. We would like the ability to add a CC to Non-Operational emails as well from time to time to include an internal reciptient.

2397
R
1 year ago
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TaliaContributor ⭐️
asked in Customer Success (CS)
Journey Orchestrator

Hello!Is there a way to see which customers have not opened an email within Journey Orchestrator?Thanks,Talia 

392
dayn.johnson
1 year ago
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fatima_sarahContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Journey Orchestrator - Sending email by batch

Looking for recommendation on how to go about this: Let’s say we have 6,000 email chain program participants sourced through query builder (2 objects merged)We aim to divide them into six groups over six months, sending 1,000 emails each month (potentially dividing participants based on MRR)We also require conditional wait for each email: if a link isn't clicked within 3 days, we'll send a reminder.We know how to set up the conditional wait for one group but need guidance on segmenting participants and managing the batch distribution. Can this be done in just 1 program?

1146
W
1 year ago
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KaleighShieldsContributor ⭐️⭐️
asked in Customer Success (CS)
Journey Orchestrator Analytics Link Click Rate 0%

Hello, I ran a Journey Orchestrator program and have received responses stating that the information is valuable, ect. The email open rate for the Journey is 28% but the link click rate is 0%. Based on the responses I have received; participants have clicked the links embedded into the email. Why am I unable to see the link click rate?  I have run other program and saw the analytics of the link click rate and which links were clicked most. Is there a way I can adjust a filter to see the click rate?  Thanks,Kaleigh 

1125
dayn.johnson
1 year ago
Tomas Trijonis
Tomas TrijonisContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Scorecard comments - "Clear Existing"

It is unclear to me how to enable “Clear Existing Comments” checkbox that seems to be mentioned here but no longer exists in the rules engine:Scorecard Timeline Activity Feed - Gainsight Inc.Is the default behavior still as described - that 1 activity would be created per week? In that case is there no way to limit it to a single comment that just constantly gets updated without leaving this historic trail?I need the comment to exist simply as an explanation to the current score, therefore I would like existing comments to be cleared when the score also changes.

210
Tomas Trijonis
1 year ago
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
posted in Customer Success (CS)
Tips for QAing/testing JO Programs

I wanted to share some tips on how I go about QAing or testing a Journey Orchestrator program, as it has taken me some time to standardize my processes and identify the “best” way for my org to test our new programs before launching.Design your program as you believe it needs to be designed. Create a Clone of the program and title it TEST - [name of program]. This is the program you will use for testing. *Shorten any conditional wait times, wait timers, and/or reminder times to allow for quicker testing Use CSV import to upload yourself as a participant Set your Uniqueness Criteria so that “Participant with same unique criteria can enter after...” SELECT ALL participant states. This will allow you to test multiple pathways as the same participant. Create a QA checklist so you can test scenarios as you go. Some common checklist items for me include “Sender is sent from Sender Email” … “Email template format looks good” … “Mappings worked as expected” … “Survey link worked” … “Survey pre

5287
dayn.johnson
1 year ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Alert - Null Account

Is there a way to receive an alert/email when an account is Null? If so, how would I go about executing that?Thanks!

342
alizee
1 year ago
meenal_shukla
meenal_shuklaGainsight Employee ⭐️⭐️
posted in Customer Success (CS)
The ability to send internal users an email via the Journey Orchestrator is a game changer!

…and it is coming in the Apr 9th release! I have seen multiple customers ask me questions along the lines of sharing relevant information to internal users (key stakeholders). These stakeholders may not be CSMs and may not have CTAs assigned to them but they nevertheless need to be notified of critical changes happening with their customers. I just saw an internal webinar on the next release (Release 6.2) and found, to my delight, that this feature is upcoming. I am so excited about this feature and I wanted to spread that joy 😉. Here are a few examples where you may consider using this functionality: • Basic health report to Account Managers/Renewal Specialists with renewals in next X days • List of all the escalated Risk CTAs for ARR greater than X to C-level executives and managers • List of all open CTAs, in a tabular format, that belong to your book of business • Sending a notification to users when a sponsor change happens • Notifying internal users on a survey (e.g

38013
C
1 year ago
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HeatherDeeContributor ⭐️
asked in Customer Success (CS)
Report showing all users within a group and all users in that group who have logged in

I am trying to build a report that shows all users within a specific User Group and include the # of times they’ve logged in within the last 30 days.I was able to build a report that shows the total # of times a user has logged in, but cannot figure out how to show users who have NOT logged in.  Hence why I want to see the full user group in the same report.

816
S
1 year ago
jrzlawrence
jrzlawrenceContributor ⭐️⭐️
asked in Customer Success (CS)
Timeline Notes Templates in Mobile App

When logging activities in timeline via the mobile app, it would be great to be able to use notes templates.

100
jrzlawrence
1 year ago
tboyette
tboyetteGainsight Employee ⭐️
posted in Customer Success (CS)
Dynamic Relationship Roll up to Company Health Weighting

Curious to know if anyone has been able to accomplish a unique business modeler use-case I have come across. I have been speaking to a prospect who would like to use business modeler to measure health on the product/SKU level and then roll up certain health metrics to the account level. With that, there are some products that have a higher ARR than others, so the ask is to be able to dynamically weight the lower ARR products to contribute less than the higher ARR products to the roll up into the account view. I hope that makes sense! Any insight or experience you can share with me on this topic is much appreciated! 

525
W
1 year ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Attaching a Large File in JO

Hi there!How can I attach a large file in JO?  I am trying to create a template for one of my programs, but it says the file is too large.Thoughts?Thanks!~Melissa

374
S
1 year ago
M
MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Reporting on CSAT Survey Scores / JO Automation

Hi there!Leadership wants to start analyzing the data once a week for a CSAT survey scores.  I started building this off the CSAT Survey Response object, but I’m not getting any data for the fields pulled in, so I know I am doing something wrong… ALSO, we want to start sending automated email responses via JO if a customer gives us a low score…  What object & fields would I report on?Just need a little clarity:)Thanks!

252
S
1 year ago

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