Customize Your GoCSM Experience- Aligning Workflows and Messages with Your CSM Practice

GoCSM is designed to be flexible and adaptable to your unique needs. To get the most out of it, you'll want to customize the workflows and customer touch emails to align with your unique CSM practices.

Assessing Your Current CSM Practices

Before customizing GoCSM

• Identify key touchpoints in your customer journey
• List the types of messages you typically send to customers
• Note any specific language or tone that reflects your brand

Customizing Workflows

GoCSM comes with pre-configured workflows. Here's how to adjust them:

a) Accessing Workflows:

• Navigate to the 'Automation' section in GoCSM
• Review the existing workflows

b) Modifying Workflows:

• Select a workflow to edit
• Adjust the language to match your brand voice
• Personalize the content to reflect your typical communications
• Set up automated tasks that align with your CSM's typical activities

Remember, GoCSM's strength lies in its ability to adapt to your specific customer success strategy. Take time to explore these features and configure them to serve your team and customers best.

Best Practices for Customization

Start with Core Functionality:

• Begin by mastering GoCSM's out-of-the-box features before diving into heavy customization.
• Gradually introduce custom elements as your team becomes more familiar with the platform.

Involve Your Team:

• Gather input from customer-facing team members when customizing GoCSM.
• Ensure customizations address real pain points and opportunities identified by your team.

Test and Iterate:

• Implement new customizations in phases, testing each thoroughly before full rollout.
• Use GoCSM's analytics to measure the impact of each customization and refine it as needed.

Document Your Customizations:

• Maintain clear documentation of all customizations made to GoCSM.
• Create training materials to ensure your team can effectively use custom features.

Regular Reviews:

• Schedule periodic reviews of your GoCSM setup to ensure it continues to meet your agency's evolving needs.
• Be prepared to adjust customizations as your agency grows and changes.