Delivering exceptional customer success is crucial for driving satisfaction, retention, and growth. Gainsight's Journey Orchestrator empowers organizations to create effective email campaigns based on support ticket data, enabling targeted and personalized customer engagement.

In this post, we will explore how to leverage Gainsight's Journey Orchestrator to drive customer success by gradually increasing the level of help based on support ticket data.

1. Measure Ticket Data and Identify Targeted Customers: Start by analyzing support ticket data to identify customers who surpass a certain threshold related to a specific feature or issue. This threshold could be based on factors such as ticket volume or duration. By segmenting customers based on their ticket habits, you can target those who may benefit from additional assistance or education.

2. Send Relevant Content: Once you have identified the target customers, initiate an email campaign through Gainsight's Journey Orchestrator. Begin by sending them content specifically tailored to address the feature or issue they are facing. This content can include helpful resources, best practices, tutorials, or case studies. The goal is to provide valuable information that can assist customers in resolving their challenges.

3. Utilizing Conditional Wait in Journey Orchestrator: After sending the initial content, leverage the power of Gainsight's Journey Orchestrator's Conditional Wait feature. This feature allows you to define a specific wait period, known as the conditional wait period, before re-measuring the support ticket data. During this wait period, customers have time to engage with the content and potentially resolve their issues independently. The Conditional Wait ensures that you measure the impact of the initial content before proceeding to the next step in the journey.

4. Measure Support Ticket Data: At the end of the conditional wait period, re-evaluate the support ticket data to assess its impact on customer behavior and ticket resolution. If the ticket volume decreases or remains stable, it indicates that the customers are benefiting from the provided content and are making progress in resolving their issues.

5. Adjust the Journey: Based on the measured support ticket data, make necessary adjustments to the customer journey. If the ticket volume decreases, remove the customers from the current journey, as they have successfully addressed their concerns. However, if the ticket volume remains the same or increases, it indicates a need for further assistance.

6. Invite Customers to a Webinar: For customers who require additional support, invite them to a webinar focused on the specific feature or issue they are facing. Webinars provide an opportunity to dive deeper into the topic, share advanced techniques, and foster engagement with the customer community. The webinar serves as a valuable resource for customers seeking comprehensive knowledge and support.

7. Repeat and Engage: After the webinar, repeat steps 3 and 4 to measure the impact and progression of the customers. If the support ticket data improves, indicating a positive trend, continue nurturing the customers through regular engagement and content updates. However, if the ticket volume still goes up, it may indicate a need for personalized attention and potential opportunities for education or services sales. In such cases, involve Customer Success Managers (CSMs) to proactively reach out to customers and explore avenues for additional support and revenue growth.

Gainsight's Journey Orchestrator, coupled with support ticket data, empowers organizations to drive customer success through targeted email campaigns. By gradually increasing the level of help based on the support ticket data, organizations can effectively engage customers, provide relevant content, and identify opportunities for education or services sales. Implementing this approach enables businesses to enhance customer satisfaction, improve retention rates, and drive growth through exceptional customer success.