GoCSM Core Features Overview

GoCSM is a comprehensive customer success management platform designed specifically for agencies using HighLevel. It offers a range of features to help agencies monitor, engage, and retain their customers effectively. Here's an overview of the core features, organized by key pillars:

1. User Engagement Monitoring

1.1 Login Activity Tracking

• Overview: Monitors and logs the time users last signed on to the platform.

• Benefits:

  • Understand user behavior patterns

1.2 Product Adoption Tracking

• Overview: Tracks which features users utilize and how much time they spend on specific pages and features within the platform.

  
  

• Benefits:

  • Identify popular and underutilized features

  • Identify high-engagement areas

  • Provide targeted support

  • Improve feature adoption rates

1.3 Inactive User Identification

• Overview: Flags users who haven't logged in or used certain features for a specified period.

• Benefits:

  • Proactively address potential churn

  • Trigger re-engagement campaigns

  • Identify possible usability issues

2. Customer Feedback and Satisfaction

2.1 Automated NPS Surveys

• Overview: Implements regular Net Promoter Score (NPS) surveys through a feedback form every 30 days.

• Benefits:

  • Gather ongoing customer satisfaction data

  • Track satisfaction trends over time

2.2 Happiness Level Tracking

• Overview: Monitors overall customer satisfaction based on feedback and engagement metrics.

• Benefits:

  • A quick snapshot of customer sentiment

  • Identify at-risk customers

  • Recognize opportunities for upselling

3. Financial Management

3.1 Stripe Integration

• Overview: Integrates with Stripe to import and manage financial data, including subscription details and payment statuses.

• Benefits:

  • Clear view of financial health

  • Efficient subscription and payment management

  • Transparency in financial transactions

  • Automated billing processes

3.2 Subscription Monitoring

• Overview: Tracks the status of customer subscriptions, including renewals and cancellations.

• Benefits:

  • Proactive management of subscription lifecycles

  • Timely intervention for potential cancellations

  • Identify upsell opportunities

4. Customer Onboarding and Training

4.1 Automated Onboarding Sequences

• Overview: Automates the distribution of tutorials, welcome messages, and initial setup guides.

• Benefits:

  • Consistent onboarding experience for all users

  • Higher adoption rates

  • Reduced time-to-value for new customers

4.2 Feature Walkthroughs

• Overview: Provides guided tours of product features and functionality.

• Benefits:

  • Increases feature adoption

  • Reduces support inquiries

  • Improves user confidence and satisfaction

5. Engagement Automation

5.1 Automated Workflows

• Overview: Creates and manages automated sequences based on user behavior, feedback, and milestones.

• Benefits:

  • Timely, relevant communication with users

  • Consistent follow-up on key events

  • Scalable customer engagement processes

5.2 Smart Lists

• Overview: Segments users based on activity levels, feedback responses, and engagement with specific features.

• Benefits:

  • Targeted communication

  • Personalized support strategies

  • Efficient resource allocation

6. Task and Relationship Management

6.1 Task Automation

• Overview: Automates the creation, updating, and completion of customer-related tasks.

• Benefits:

  • Improved workflow efficiency

  • Consistent follow-up on customer needs

  • Clear task ownership and accountability

6.2 Calendar Integration

• Overview: Allows customers to book success calls and follow-up appointments through an integrated calendar system.

• Benefits:

  • Simplified scheduling process

  • Improved customer communication

  • Efficient time management for customer success teams

7. Analytics and Reporting

7.1 Usage Analytics Dashboard

• Overview: Provides advanced analytics on usage, trends, and feature adoption rates.

• Benefits:

  • Data-driven decision making

  • Identify areas for product improvement

  • Track the effectiveness of customer success initiatives

8. Customization and Flexibility

8.1 Workflow Customization

• Overview: Enables the creation and modification of automated workflows and triggers.

• Benefits:

  • Align automations with agency-specific processes

  • Create unique engagement strategies

  • Continuously refine and improve customer success tactics

By leveraging these core features, agencies can create a comprehensive, data-driven approach to customer success management, improving customer satisfaction, reduced churn, and increased revenue opportunities.