GoCSM is like a smart assistant that helps businesses take great care of their customers, especially those using Go HighLevel (GHL). 

Let's dive into how it actually works:

The Big Picture

GoCSM acts as the 007 agent for your business, keeping an eye on how your customers are doing with your product. It does this by connecting to your GHL account and gathering information about what your customers are up to.

How It Works in Detail

1. Connecting the Dots: First, GoCSM links up with your GHL account. This connection allows it to see what's happening with your customers - when they log in, what features they use, and more.

2. Onboarding New Customers:

• When someone new signs up, GoCSM spots this right away.

• It can automatically send out a welcome email to the customer.

• At the same time, it alerts your team about the new sign-up.

• It adds a tag like 'Active SaaS' to the customer's profile and puts them in the right stage of your sales pipeline.

3. Tracking What Customers Do:

• GoCSM watches how often customers log in. If someone doesn't log in for 7 days, it marks them as 'inactive'.

• It keeps track of which features customers use. For example, if someone uses the 'Automation' feature for more than 7 minutes, GoCSM notes this down.

• If a customer hasn't used an important feature for a while (like not using 'Calendars' for 7 days), GoCSM takes note of this too.

4. Health Checks:

• Unlike some other things GoCSM does automatically, health status is something your team updates manually.

• When you change a customer's health status (like from 'Healthy' to 'Struggling'), GoCSM springs into action.

• It can email the customer offering help if they're struggling.

• It also alerts your team and updates tags on the customer's profile.

5. Listening to Feedback:

• GoCSM sends out surveys to customers every 30 days to check how happy they are.

• When a customer responds, GoCSM immediately categorizes their feedback (Very Happy, Happy, Neutral, or Not Happy).

• It then notifies your team and adds the appropriate tag to the customer's profile.

6. Keeping Customers Engaged:

• If GoCSM notices a customer isn't using a feature, it sends them an email with tips about that feature.

• For inactive customers, it can kick off a series of emails to try and re-engage them.

7. Managing Payments:

• GoCSM keeps an eye on customer payments through its connection with Stripe.

• If a payment succeeds, it can send a thank-you email.

• If a payment fails, it alerts your team and can send an email to the customer to sort out the issue.

8. Handling Tasks:

• When a customer submits a support request, GoCSM creates a task for your team.

• It sends reminders as the due date approaches and if the task becomes overdue.

9. Tracking Progress:

• GoCSM uses a point system to track customer engagement.

• As customers reach certain point levels, they're categorized (like 'Starter User' or 'Pro User').

• Your team gets notified when a customer reaches a new level.

10. Affiliate Management:

• Based on a customer's engagement score, GoCSM might identify them as a potential affiliate.

• If so, it sends an invitation email to the customer and notifies your affiliate manager.

All of these actions happen automatically, based on triggers that you can customize. It's like having a super-attentive team member who never sleeps, always watching and ready to take the right action at the right time.

Your Role

While GoCSM does a lot on its own, it's designed to work alongside you and your team. It provides the information and prompts, but you bring the personal touch. You can step in at any point to add that human element that turns good customer service into great customer relationships.

The End Result

By using GoCSM, you're able to:

• Keep a close eye on how customers are using your product

• Catch potential problems early and reduce churn

• Help customers get more value from your service

• Free up your team's time from routine tasks

• Make smarter decisions based on real customer data

In short, GoCSM helps you stay on top of your customer relationships without having to manually track everything yourself. It's like having a tireless assistant who makes sure you're always there for your customers when they need you.

Next Stage:

1. Get Started with GoCSM