Understanding USED Feature Tracking in GoCSM

GoCSM's feature usage tracking helps you understand how your customers interact with different HighLevel features like Contacts, Calendar, Dashboard, Conversations, Automation, etc. This guide explains how the tracking works and how to use this information to provide better support right when they need it.

How Feature Tracking Works

When a customer spends 7 minutes using any HighLevel feature (like Contacts), GoCSM recognizes this as meaningful engagement. The system waits until they move to a different feature before recording this activity, ensuring we're tracking genuine usage rather than brief visits.

Each 7-minute engagement creates a card in the USED FEATURES pipeline under that specific feature. For example, when a customer spends 7 minutes in Contacts and later 7 minutes in Calendar, they'll have separate cards for each. This builds a clear picture of which tools are becoming part of your customers' regular workflow.

Making the Most of Feature Usage

Here's where it gets exciting - when GoCSM notices someone using a feature, it can help in two ways:

Automation: Trigger workflows (Drafted and ready to be published) that go out when customers spend time with specific features. Maybe you want to share tips when they're exploring marketing, or check if they need help with contacts - it's up to you. GoCSM handles the timing, you handle the message.

Internal Notification: Your team gets a heads-up when customers are using different features. This helps them know when to reach out and how to help.

Why This Matters: Understanding which features your customers use helps you:

• Provide help at the perfect moment

• See which parts of your product are most valuable

• Identify customers who might need extra guidance

Remember: The 7-minute engagement marker helps ensure you're tracking meaningful usage, giving your customer success team reliable data to work with.