When you’re scaling tiers that have less personalized touch, you’re often presented with the challenge of how to handle replies to emails that are sent out to customers and/or giving them a global email address to which they can send inquiries to the CSM team.

Previously the low touch CSM team had to manually monitor a shared inbox. Recently, our org implemented a process where inbound emails to the global CSM email address from which we send JO emails, it creates a support ticket in Salesforce which gets assigned to the low-touch CSM team. Then they work it like a support ticket and engage with the customer via the ticket.

This creates a divergent workstream for the low touch CSM team who otherwise work out of Gainsight. It also takes these customer communications out of Gainsight, creating two locations for CSM comms and making them inaccessible to tools like AI Cheat Sheet.

I’m working with the group to recommend we move the workflow into Gainsight by triggering CTAs when those SF tickets are created and then comms can be handled and logged to GS using Gainsight Assist.

But this still requires the SF component, because GS does not currently have a similar function.

Gainsight already has an inbound mechanism of sorts using BCC email addresses that can create Timeline entries. This has been somewhat replaced by Gainsight Assist.

What I would love to see, though, is a similar mechanism where we can “check” an Org-Wide Email address such that inbound emails to this address creates a record in a Gainsight object (NOT Timeline) from which we can trigger CTAs, surface reports, etc. 
 

This would enable us to bypass the Salesforce process which just creates data redundancy, added storage costs + additional points of failure.