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Actionability in CSB | Notes

Overview

This section will help you understand how to create notes in CustomerSuccessBox. Notes will help you maintain a permanent record of any customer interactions and give you better clarity. You can let your team members know about the progress of an account by mentioning them on notes.

Who is this for?

This article is primarily for all CSMs & Account Managers who need to create notes in CustomerSuccessBox to get a better understanding of customer interactions.

What will I be able to achieve?

  • Why do we need to create notes?

  • Creating notes in CustomerSuccessBox and mentioning other colleagues, so all of you are on the same page.

  • Writing success plans for customers in the notes

Why do we need to create notes?

Notes help you to maintain a record of the conversation that you had with your customer. It will help you track the important action points that were discussed during such conversations. 

For example, If you have conducted a QBR meeting with the customer. You can record the pain points that the customer is facing under Notes. You may also record important action points that you need to take to give an enriching experience to them.

Creating notes in CustomerSuccessBox

You must follow the below steps to create notes.

  • Go to the individual Accounts 360 show page where you need to create a note.

  • Go to the Actionability section on the page.

  • Here, you need to provide the below details,

    • Title: Here, you can give a title to the notes that will comprehend the whole note in a single sentence. 

    • Message: Here, you can provide the message for your notes.

You can also add an attachment to the notes description by clicking on the Attachment icon. The formats of attachments that are allowed are PPT, PDF, XLS, CSV, WORD, PnG, JPEG.


Note: The size of the attachment cannot exceed 5Mb and you cannot attach more than 5 attachments to a single note.

While describing the notes, you can also mention the name of your team member using @<team member name>.

Once you mention a name, the mentioned team member will receive a notification in their inbox(within 5 minutes in real-time). 

You can simply click on View account or View Notes to view more details or edit the notes(if needed).

Note:
  • Email notifications will be received if it is enabled in CustomerSuccessBox.
  • Also, you can send an email notification to any team member even if they are not associated with the account. But they will not be able to view the account or notes as they don’t have the necessary permissions.

Also, they will be able to see a bell notification in their CustomerSuccessBox.

  • Click on the Save button to finish creating the notes.

Writing success plans for customers in the notes

You can add success plans for your customers in this notes section. Here you may include 

  • The objective/goals of the customer they want to achieve.

  • The action points or strategies that you want to take to help them achieve their business goals. 

  • It could include actions like explaining the product feature, creating reports for them. 

  • You should ideally also note which metrics can be used to measure success

You can also add notes for your other team members by mentioning with 

@<team-member name>  so that take the required action.

Contact

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

  1.  Initiate a chat directly from within your CustomerSuccessBox. Use the Chat option from the Chat icon in the left-side navigation bar.

  2. Create a conversation from here.

  3. Send an email to the Support team.



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  1. Anu Dudhat

  2. Posted
  3. Updated

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