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

Olivia_Williams

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

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

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.