Email Assist - emailing multiple accounts

+1 to this idea, we need this as well, using the chrome plugin does not solve for the need to bcc multiple clients the same template across accounts and have it log against all of the accounts’ timelines. 

Hello @ml2019 
We are having added ability associate emails to multiple accounts to our roadmap, We will keep you posted about the updates.

We have had similar feedback from our end-users and many of them want to email multiple accounts at once for specific communications whereas we don’t want to utilize JO in this case. 

@katerina_nemcova out of curiousity what kind of email would a CSM send in bulk to multiple contacts at the same time, that wouldn’t require personalization for each customer? 

here are few examples @elliot_hullverson :

• notifications around pause/restart of a subscribed service - our business is FMCG data , retailers Point-of-Sale data so often we deal with delays or issues caused by retailers, and need to communicate these to our customers, depending which service is impacted for which cluster of customers. The current CV19 crisis has been a good example where we needed to send regular/weekly coms to our customers to keep them updated on how we’re dealing with XYZ and how it’s impacting them. Sending one letter to all was not an option but neither was sending thousands of customised ones. Once letter may be applicable to multiple accounts (by region/service purchased/industry) so no individual personalisation is required, other than the Strategic Account Manager handling this communication for their own customers. Our team handled this via Outlook but would have  been great to utilise Gainsight. People initially tried the BCC-to-TL link but soon got fed up with email ending up in Draft as Gainsight detected multiple accounts and needed manual intervention to log this coms.  
• Industry-specific newsletters - once per month, our CSMs create an update on what’s hot in the market(s) they look after to share with their customers. One CSM may look after several customers from 2 or 3 different industries, e.g. cosmetics/frozen food/confectionery etc so each newsletter will be relevant to a number of customers. We have over 40 CSMs so it’s not something we would want to handle centrally, and it’s also a good practice for CSMs to keep themselves abreast of any industry developments and to create/nurture trust with their own customers
• communication/updates relevant to a specific group of stakeholders e.g. a CSM may decide to run a drop-in session or a training of some sorts and needs to send an invite for all their product-user who buy specific product.
• Another example would also be a note to specific customers just before Xmas or main events. A lot of our customers tend to either switch off over festive periods (so require a temporary pause of some services - one message asking to let us know their requirements this year is sufficient), others are super-busy before/around Xmas so it’s a good time for us to be more “proactive” than usual as this often leads to new trials/upsells etc. Similarly, all our beverage customers go crazy before St Patrick's day and a CSM may want to reach out to their project managers with suggestions around trialling new products, extra support for existing subscriptions, and so on. 

@katerina_nemcova for the emails that are meant for mass communication and do not need a lot of personalization. I would recommend using Journey orchestrator/programs to set up automated customer marketing.  (Great for Product Releases, or general newsletters) 

• Query builder- dynamically pull in accounts/contacts that meet certain criteria 
• Create Email templates & utilize tokens to pull in data to add a little personalization
• Be able to send these emails from the assigned CSMs dynamically vs BCC in a one-off mass email 
• Set the frequency of delivery based on desired need (once every 7 days or once a month etc)
• In Programs, you can select these emails to be synced to SFDC (if you have SFDC), and then we can sync them to timeline (for certain communications) or build custom reports and add to dashboards or in the C360 section 

JO/ Programs - something that we wouldn’t want individual CSMs creating on their own, but this is something that you or admin could set up based on feedback from the CSMs.  

@elliot_hullverson  -  yes, i’m familiar with Journey Orchestrator and we do use it extensively but we do not have the resource to run custom coms frequently for 40+ CSMs (as per the few & others examples I outlined above) and which are a frequent requirement - we would need to employ another person to run this.  And as already discussed, it’s just not feasible to train CSMs on using JO - it’s way too complex.  

Seems like the only way is to stick with the current process of using Outlook until this is developed - looks like it’s on the roadmap.  

Hello @katerina_nemcova 
We are building a new component called email from anywhere, this should solve the problem of emailing multiple contacts. We will also enhance our Gmail plugin and Outlook add-in to be able to log these emails against multiple accounts in timeline.
If you have not checked our Chrome plugin or Outlook add-in please check them out. Outlook add-in will be released in Oct. Demo video will give you can idea.

Thanks @chethana, I was searching for the Outlook plug in but could not find any info. Thanks for sending. Looking forward to it!

Adding my vote to the pile. Our Gainsight users would also benefit from being able to bcc emails via the Outlook plug-in to multiple accounts. We have a shared and named CSM model and we also have other system users (marketing, product, etc..) that engage with users en masse.