What automation playbooks do you recommend for low-touch CS?

Olivia_Williams Member Posts: 5 Navigator
First Anniversary First Comment Name Dropper Photogenic
edited April 2023 in GGR Cafe

Hi there!

What’s your experience with automating low-touch CS? And what kind of automation playbooks do you use to make things run smoothly? I’m trying to see how other CSMs in this space do it.


  • Rich Rans
    Rich Rans Member Posts: 29 Contributor
    First Anniversary 5 Insightfuls First Comment 5 Likes

    First step for us was any 1:many customer experience. We started with a user group by product line.

    Next was anything to get customer feedback. We started with NPS, but i believe anything that gives customers opportunity to engage and give feedback would work.

    Now we are developing a value added digital touch. This includes three sections:

    1. Product usage tips/best practices
    2. Industry information
    3. How to contact us or get help

    Being able to produce and distribute this on a recurring basis for each product is our next automation goal.

  • Chitra Madhwacharyula
    Chitra Madhwacharyula Member Posts: 20 Contributor
    First Anniversary Photogenic 5 Insightfuls First Comment

    When we expanded CS using the digi touch model, we started with existing customer journey map and identified areas that we could fully automate for the low touch model. Customer on-boarding is a key workflow and a good starting point. You should be able to automate some if not all pieces of it by sending automated welcome emails that include on-boarding steps, maybe videos or pictures to make it more intuitive. Another area that we automated was sending out monthly status updates by creating a reusable template and auto populating data into it and setting it up so it was sent automatically every month.

    Depending on the CS tool you use and the kind of customer data you have access to, you can set automated triggers to track playbook steps, desired or undesired behaviors or events like low adoption, customer health risk, upcoming renewals and so on.

    Chitra Madhwacharyula

    Customer and Partner Success Executive


    Author of 'Scaling Customer Success': https://link.springer.com/book/10.1007/978-1-4842-9192-4

Leave a Comment

Rich Text Editor. To edit a paragraph's style, hit tab to get to the paragraph menu. From there you will be able to pick one style. Nothing defaults to paragraph. An inline formatting menu will show up when you select text. Hit tab to get into that menu. Some elements, such as rich link embeds, images, loading indicators, and error messages may get inserted into the editor. You may navigate to these using the arrow keys inside of the editor and delete them with the delete or backspace key.