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perry_rogers
perry_rogers
Contributor ⭐️⭐️⭐️
July 31, 2019
New Idea

CTA templates

  • July 31, 2019
  • 11 replies
  • 365 views
We would like the ability to create CTA templates. This would be for repetitive CTAs that are used often, but do not require the Rules Engine to create. Our CSMs want the ability to choose a CTA template for CTAs they create very often so they do not have to fill in all the information every time. This would help cut down on time to create multiple CTAs for multiple clients dramatically.

Again, this would be outside the Rules Engine and a manual process so that it could be more specific.

      11 replies

      jaw
      jaw
      Contributor ⭐️⭐️⭐️⭐️⭐️
      August 1, 2019
      This was also an ask from the CSM team within my org.

        faust_belarmino
        faust_belarmino
        Helper ⭐️⭐️
        August 1, 2019
        I thought there was a community post abou this already... but I can't find it. Anyway, I think this would be FANTASTIC! Having the ability for admins to configure the templates and choose the reason, type, playbooks, due dates, etc. would help with maintaining consistency and maintaining clean data for reports. We can't always create every CTA using Rules - so giving this ability for CSMs would be HUGE.

          perry_rogers
          perry_rogersAuthor
          Contributor ⭐️⭐️⭐️
          August 1, 2019
          You explained it better than I did. Exactly what what we were thinking.

            sai_ram
            sai_ram
            Expert ⭐️⭐️
            August 2, 2019
            @perry_rogers Does recurring CTA's work for you?

            Please follow this article for more information.

            perry_rogers
            perry_rogersAuthor
            Contributor ⭐️⭐️⭐️
            August 2, 2019
            The article linked does not address any of the things in my idea post. We do not want or need to use recurring CTAs, we want CTA templates that can be selected by the CSMs when creating a CTA manually.

            aditya_marla
            aditya_marla
            Helper ⭐️⭐️⭐️
            August 22, 2019
            Hi Perry,

            Thanks a lot for sharing this idea. Is this more like you want to have pre-defined CTAs (with playbooks defined) and want to allow your users to just use them ? (Similar to how playbooks allow you to define a template of tasks)

            It would be really great if you can share some examples of the kind of CTAs you would want predefined

            sai_ram
            sai_ram
            Expert ⭐️⭐️
            March 30, 2020

            @perry_rogers its been a long time we didn’t hear from you on this post, could you please add more examples to help us better. 

            sarahmiracle
            sarahmiracle
            VIP ⭐️⭐️⭐️⭐️⭐️
            August 23, 2021

            @sai_ram this would be huge for our org. I’m happy to give some examples:

            General Use Case
            We are a new org with Gainsight and are slowly implementing. As a best practice, we started out slow in automating CTAs as to not overwhelm CSMs. Our CSMs love the CTAs and heavily leverage this feature manually to manage customer follow ups, meeting call cadences, and general reminders that they need for managing their book of business.

            Until we are able to fully deploy a variety of automated CTAs during the customer lifecycle, we want CSMs to continue adopting Gainsight by leveraging manual CTA creation. However, manual CTA creation is very cumbersome, tedious, and unstructured, causing issues downstream with reporting.

            CTA templates will help alleviate this. It will help us with the following:

            1. Introduce standardization to a team who is just starting to get comfortable with account management best practices
            2. Offer flexibility to CSMs while providing structure where it is needed
            3. Shed light on opportunities for possible automated CTAs for admins by assessing frequency and timing at which certain manual CTAs are deployed
            4. Drive adoption of Gainsight by getting CSMs comfortable with using and managing CTAs, while ensuring structure on the backend so we can report easily
            5. Streamline manual CTA creation for CSMs (increase efficiency)


            Use Case, Manager Email Escalation Needed:
            Our lower tier customers who are less responsive sometimes need an extra push from a manager to get the needle moving on their renewal contract. CSMs create a CTA with a playbook called “Manager Escalation” that gets assigned to the manager to take the next steps for supporting that renewal. Our CSMs know best at when to fire off this CTA depending on various subjective sentiments in the customer journey, so we would like to retain the ability for a CSM to create this themselves. However, when manually creating a CTA, there is no standardization -- CSM has to type the CTA name each time, the assignee each time, priority level, type...etc. 

             

            Customer Success Systems Admin @ Amplitude, 3x Gainsight CS Ops Product Council Member
              Iana
              Contributor ⭐️⭐️
              September 23, 2022

              This is something my team have also asked for! Would be a very helpful feature.

                bradybluhm
                bradybluhm
                Gainsight Employee ⭐️⭐️
                September 23, 2022

                Text Prediction functionality would be a great compliment to this CTA Templates feature request.

                 

                As a CSM, when I create a new CTA and I begin to type in its name, I would like GS to have recommended options pop-up, like top used template, recently used by me, favorited templates.

                 

                Both CTA Templates and text prediction for the templates would allow me to do my work much more efficiently within cockpit.

                AI on my mind!
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