So I spoke to
I guess the tagline for the wishlist:
“Smoother Customer Success orchestration that feels really human and really scales”
(sub tagline: despite being automated and without causing screams and frustration for CSMs or others in the revenue team).
Story:
As a Digital CS Lead, I want to ensure automated CS journeys dynamically adjust to changes and customer interactions.
Use cases:
- Change in sender (i.e. CSM) needs to be reflected as it happens to avoid customer confusion
- Change in recipient mid-journey - first person was not the right person and they have asked to be replaced by someone else and receive the rest of reminders (instead of the original person).
- If I’m told to knock-off and re-add people, it causes a lot of noise and there are risks of reminders (in survey programs specifically) going to the wrong person because knocking people off from JO doesn’t scale. I also wouldn’t let CSMs knock off participants as I unfortunately have cases where they would be knocked off for questionable reasons.
- Change in other fields mid-program: I know conditional waits cover this use case, but not in survey programs where the conditional wait cannot handle calculated fields. I had a case recently where a customer was changed from tech touch to medium touch, and well, they still received survey reminders. Either we need one program that does everything or the survey conditional wait that would support calculated fields. This would allow us to take timeline entries into account (in survey programs) to prevent reminders from being sent when we’ve had a response in writing (using the subject line, the entry type etc.).
- Clashing programs that may cause cross-fires of emails, confusion, anger and annoyance from CSMs and customers (most importantly) - it’s possible to take that into account within a query, to an extent, but it’s pretty static.
- Customer interactions and feedback outside of programs needs to be taken into account - programs to adjust to feedback (someone who responds to a survey email yet still receives a reminder shouldn’t be a thing).
The recap’ wishlist:
- Dynamic sender changes (not limited to email/sender name but to all tokenized user attributes we add to an email signature, for example: title, phone number...)
- Dynamic recipient changes (not limited to email/recipient name, but all tokenized mapped person/company person fields), which could be done by end-users themselves to alleviate the load on us Admins
- SLAs or program priorities to identify engagements that take precedence over others and ways to delay (or cancel - both are needed) the send of another email in another program based on these or based on timeline entries (planned meeting)
- One program type to rule them all: email chains with branches and survey capabilities with full conditional wait capabilities (including conditional wait as the first step of the program, at the beginning of the program).
I know some us have been super vocal about this in a lot of different posts, but I wanted the wish for “dynamic programs” in one place.