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Zapier Integration Guide with CustomerSuccessBox

Overview:

CustomerSuccessBox now integrates with Zapier to connect your SaaS platforms like CRM, Billing, Analytics, Spreadsheets, NPS tools, etc to pull Accounts, Users, Subscriptions, Invoices as well as product telemetry data to CustomerSuccessBox.

This article will help you plan for quick integration of your platform through Zapier with CustomerSuccessBox and unlock the value of CustomerSuccessBox for you and your team in the fastest possible way.

Why should I use Zapier to integrate my platform with CustomerSuccessBox?

  • Zapier allows you to work more efficiently by connecting your tech stack apps with CustomerSuccessBox to create Accounts, Users, Subscriptions, Invoices as well as product telemetry and Users data
  • Zapier supports hundreds of online apps so you can automate those repetitive and sometimes tedious parts of your business. And the best part - no coding is required - Zapier offers an easy-to-use interface!

If your tech stack SaaS platforms ( CRM, Billing, Support) is not one of the tech stacks we provide native integration for (check here) or if your platform requires a custom integration build-up, Zapier is your Knight in shining armor! CustomerSuccessBox being your sword of course, in your fight with churn. More on that here.

Pre-requisites:

  • You would also need Admin access to your SaaS platform you want to send the data from through Zapier to CustomerSuccessBox.

  • You can start with a free plan & move to a paid plan with Zapier whenever you cross the task limit based on your plan. In Zapier, a task is an action your Zap completes. For example, if your Zap has an action to create new Contact or Invoice etc., each contact that is created will count as one task. Please check the plans here.

  • Availability of Unique identifiers, whether the data is being sent for Accounts, Users, Subscriptions, Invoices, or Feature Usage. Before starting the integration, it’s mandatory to map Unique identifiers, for Accounts similar to that of your product’s backend which is also used for sending feature usage and email for users. 

For more clarification on unique identifiers, kindly get in touch with your dedicated Implementation Engineer, you can also check out this page.

Step 1: Join forces with Zapier

CustomerSuccessBox doesn't force customers to follow, we invite them on a Journey!

  • So to enable the Zapier integration, you’ll first need to be invited by your Implementation Engineer on the email which you use to access Zapier. Our app is private, hence an invitation is necessary.

  • Once the invite is accepted, you’ll be able to search our CSB app on Zapier while creating a Zap!



And so, the Zap begins! What is a Zap, more on this in later steps.

NOTE:

If CustomerSuccessBox isn't showing in my list of apps - why? Zapier seems to have a bug in listing beta apps sometimes. If you've followed the above process and you don't see CustomerSuccessBox as an app in their list, give your browser a refresh. If you still don't see it, send a note to your implementation Engineer or  support@customersuccessbox.com.


Step 2: Source of your data?

Navigate to Apps in Zapier to explore your tech stack tools support.

Accounts & Users: Let’s say you want to “Create and Update” Accounts & Users in CustomerSuccessBox through Zapier from one of your SaaS apps, you can do that either from a CRM or Spreadsheet.

And even some of the invoicing & subscription payment tools support account creation like Chargify, Chargebee, Zoho Books, etc. That can vary depending on that invoicing SaaS platform supports creating Accounts/Companies and Users/Contacts.


Invoicing & Subscriptions: A spreadsheet is a universal blessing that comes in handy even for “Create and Update” the invoices and subscriptions. 

When it comes to SaaS apps, for Invoices its most suitable app category in Zapier is Accounting, and Proposal & Invoice Management.


For Subscriptions, would be in Payment Processing and CRM.

Whether you want to bring Accounts, Users, Invoices, or Subscriptions, your source of data, which refers to the platform you are using. Through Zapier for CustomerSuccessBox, it can either be or and from the below category of Apps in Zapier we support are below:


Step 3: How does it begin?

Choose your app and trigger the event.

  • It all starts with creating a Zap, on your Zapier platform.


  • Create a custom Zap.



  • Before we move forward, please Name your zap. It's easier to keep track especially if you have multiple Zaps or intend to have




You might notice an OFF toggle, on the top right. Since we are in process of creating a Zap, and once completed, that toggle will be used to turn ON your Zap. More on that in later steps.


  • As we discussed earlier, a Zap starts with a trigger, i.e. your app. Go wild, keeping in mind the app categories compatible with CustomerSuccessBox, as discussed in Step 2 above.




  • Click the Trigger Event dropdown menu and select the relevant event for your chosen app that will trigger the Zap. It's a mandatory field to choose from.



Step 4: Choose YOUR Trigger!

A trigger is an event that starts a Zap. What is a Zap, it’s an automated task that you want to run over and over again between two SaaS apps (one of them being from your tech stack and the other being CustomerSuccessBox in this scenario).

A zap consists of a trigger and an action. A Zap starts with a trigger and ends with an action. When setting up a Zap with CustomerSuccessBox, your tech stack initiates a trigger and an action is performed in CustomerSuccessBox.


NOTE:

Zapier does not support two-way syncing between apps right now. Think of Zaps like one-way workflows. We will be coming with 2-way shortly, that’s in our product roadmap.

In certain scenarios, you can fake two-way syncing by setting up two different Zaps that perform opposite actions. For instance, you could have one Zap that creates a new spreadsheet row for every new contact created and another that creates a new contact for every new spreadsheet row.

However, CustomerSuccessBox does not support Triggers, only Actions. Hence, currently, we do not support two-way syncing between apps right now in Zapier.



Step 5: Know YOUR Trigger!

There are two types of triggers:

Polling trigger: the majority of triggers are polling triggers. With a polling trigger, Zapier will check for new data from your trigger every 1 to 15 minutes to start your Zap, depending on your pricing plan.

Instant trigger: with an instant trigger, your trigger app will send Zapier an instant notification whenever there's new data. Zaps with instant triggers are labeled Instant on your dashboard and in the Zap editor.


NOTE:

A trigger's type cannot be changed. Triggers are built to be either polling or instant, depending on the app and the type of data.



  1. Choosing the right Trigger, can vary depending upon what object data you want to bring in CustomerSuccessBox and from which app (mentioned in Step 2).

For Accounts & Users creation and update, apps from CRM or Accounting, Payment Processing, or Proposal & Invoice Management, you might see triggers along the lines of:



  • Accounts




Some apps offer specific trigger options like the below shows for Accounts.


If yours doesn’t, kindly move on to the next step.


  • Users




For Invoices, creation, and update, apps from Accounting, or Proposal & Invoice Management, you might see triggers along the lines of:




For Subscriptions, creation, and update, apps from CRM or Proposal & Invoice Management, you might see triggers along the lines of:



2. Once the app and the relevant trigger are selected, click Continue. This will prompt you to log in to your app and authorize Zapier to access data to that app.


3. If you have multiple organizations or instances in your application, please select the one you want the data to sync


You also have the option to bifurcate which specific type of data from an Object you want to sync in.

4. Now, at the end of your trigger set up, Zapier will prompt you to test your trigger. This is a quick test to check if the setup and data will come in once a Zap is activated.



  • If there is an error with data not syncing through the setup you have created, below is the error you might get. It’s recommended to check the data or the organization’s access disparity. We would want to have the test successful before initiating data sync in CustomerSuccessBox.


Step 6: Take Action!

Once your trigger setup test is cleared and you click on Continue, after which you’ll end up on the Action setup.

This is where you can search the CustomerSuccessBox app, in the search app box. Currently, our app is private, hence you’ll need to be invited access to our app on Zapier by your Implementation Engineer.



Step 7: What’s your Action?

Remember we spoke about Triggers and Actions, in Step 3 above. These are events that are carried out in Zapier. 


So now, it's time for Action!

  1. At CustomerSuccessBox, we are constantly growing the list of action events we support for Zapier. We currently support the below:

Create and Update Account
Trigger when you want to create or update an account in your CustomerSuccessBox instance.
Create and Update User
Triggers when you want to create or update a user in your CustomerSuccessBox instance.
Create and Update Subscriptions
Triggers when you want to create or update subscriptions in your CustomerSuccessBox instance.

Create and Update Invoices

Triggers when you want to create or update an invoice in your CustomerSuccessBox instance.

Send Feature Usage

Send product adoption to your CustomerSuccessBox instance with individual features by an individual user, in a particular account. Typically a daily total is sent rather than sending individual events





NOTE:

If you have thousands of active accounts and/or users then it is recommended that you use direct APIs provided by CustomerSuccessBox since this will consume a lot of Zapier tasks.

Roughly Daily Tasks = Total Active Accounts x Active Users x Count of Used Features.

Spoilers: Our version 2 for APIs will be releasing soon, through which you will be able to update Issues From JIRA, Tickets, tasks as well.


  1. Once you select the relevant Action event, click on Continue. The next step is to log in to your CustomerSuccessBox instance, which directs you to a different to complete the sign-in process.


  2. In the first field, please enter your instance name, which you can get from your CustomerSuccessBox instance URL, and for the second field, when you log in to CSB, please go to developer console as shown in the screenshot below and there will be a tab for API key where you can find the secret key to integrate




Once you have entered all the details, click on “Yes, Continue”. You’ll see the account signed in Zapier. Click on Continue.


Step 8: Set up your action

This is a field mapping configuration. You can map the fields from your app to the CustomerSuccessBox selected object as per your desire. Please note, even with Zapier, we need Unique identifiers and those mandatory fields will be marked as required.



Once field mapping is complete, kindly click on Continue. And then test your Action setup like the same was done with the Trigger setup. Click on Test & Continue.


When the Action test is successful, you’ll have the option to turn on the Zap. This activates the data sync setup between your application and CustomerSuccessBox.


That's it, you are good to go!

Bonus Content:

1. Life Savior: SpreadSheets

If you intend to share your object (like Accounts, Users, Invoices or Subscriptions) data from a Spreadsheets, check out this article on the Zapier help page, how a Zap is created for a spreadsheet like Google Sheets to send Accounts, Users data to a CRM like a Hubspot.

You only need to check the Google Sheets Trigger setup, for the CustomerSuccessBox action setup, kindly check from above Step 6 onwards.

Create HubSpot deals for new or updated Google Sheet rows.

Create companies in HubSpot from updated rows in Google Sheets.

Create or update HubSpot contacts from new Google Sheets rows.

Create Xero invoices from new Google Sheets rows.

2. Should I know Webhooks?

You might have seen webhooks mentioned in your apps' or Zapier trigger event setup settings and wondered if they're something you should use. The answer, in a nutshell, is probably yes.

Webhooks are automated messages sent from apps when something happens. They have a message—or payload—and are sent to a unique URL—essentially like an app's phone number or address. If you are thinking then, what were all the 8 steps about, shared above.

Sounds convenient, yes, but the webhook connection support in Zapier starts with a basic paid plan. Please check the plans here. Plans in Zapier can also vary depending upon how many tasks are you triggering per month. To know more about the tasks in Zapier, please check the pre-requisites, at the starting of this article.

To put it in simpler terms, when you set up a Trigger event, some apps offer specific trigger options, however, not all. And those who do, might not have created a special or more customized or filtered trigger to your specification need. So for those who are not satisfied with the existing type of triggers their tech stack is providing in Zapier, Webhook is for those outliers or can cater to your specific requirement.


You’ll find the Webhook option when you create a new Zap, start a trigger event setup, but instead of searching for one of your tech stack apps, you select Webhook, on the right side.



Below are the trigger events supported in a Webhook connection in Zapier:


If you are sending data to CustomerSuccessBox, via Webhook, the trigger event required to be selected is “Catch Hook”. Click Continue



From your app, you can create a Hook, if your app supports that. In your app webhook settings, you can set up specifically when to trigger and filter your triggers. Creating this sort of workflow is a Hook, and placing a URL in there, which in turn provides that Hook or workflow in your app, instructions on where to send data without authorizing access of your app on Zapier.

That URL, once configured in your Hook or workflow settings in your app, is called a Webhook. But where to find this URL? Well, that’s what and where the next step in Zapier webhook trigger event setup provides you with, under the” Custom Webhook URL”:



Then, after completing your trigger event setup, “Test your trigger”. This will test if the specified data sent is coming through the Webhook URL in Zapier or not?


Once your webhook-based Trigger event setup is successful, the Action event setup for CustomerSuccessBox is the same as described from Step 6 to Step 8, above. It is in our product roadmap to provide extensions towards external systems like setting up a Webhook in CustomerSuccessBox. (Stay Tuned).

Although you would have to Google or DuckDuckGo, if your app support creating a webhook and how to set up that in their respective support. However, below are steps for setting up a Hook, in some apps which are not part of our native integration, but some customers are bringing in data from there, using either a Zap or Webhook Zap through Zapier in CustomerSuccessBox.


Zoho Books (Accounting)- https://www.zoho.com/in/books/help/settings/automation.html

Quotient (Proposal & Invoice Management)- https://www.quotientapp.com/help/quotient-webhooks 

Braintree (Payment Processing)- https://developer.paypal.com/braintree/articles/control-panel/webhooks


LeadSquared (Customer Relationship Management)- https://apidocs.leadsquared.com/webhooks/ 

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point of contact for any queries or assistance. You may also,

  1. Initiate a chat directly from within CustomerSuccessBox. Use chat option from Chat icon in the left side navigation bar
  2. Create a conversation from here
  3. Send an email to support@customersuccessbox.com
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  1. Bhuvan Gaur

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