Our CSMs at Propeller handle reactive support requests from their customers in addition to proactive management (ie we don’t have a separate software support team). The CSMs handle this reactive support via phone calls and emails as we do not currently have a software support ticketing system. The team are active users of Gainsight Assist and logging activities to Timeline, so we have a good sense of overall customer activity from their tracking.
That being said, it would be super helpful to somehow flag inbound vs outbound emails that are logged to Timeline. This would help us get a sense of how much proactive vs reactive the time is spent on email. For example, if I log a thread of messages, and I (Gainsight user) was the initiator of the email, it’s flagged as outbound. On the flip side, if the customer (Company Person) was the initiator of the thread, it’s flagged as inbound.