Product Tips & Updates

New in Vitally: Track and report on your customer conversations and account owners

Jamie DavidsonNov 26 2018
Conversations in Vitally

One of Vitally's aim has always been to provide single access to, alongside the ability to report across, your most critical customer data. Up to this point, we've largely focused on your customers' product usage and subscription details, but we're thrilled to announce support for a new type of customer data - your customer conversations. Let's see how this works in Vitally!

An overview of customer conversations in Vitally

Conversations in Vitally are structured similarly to an email - there can be a subject, multiple participants, and several messages within the same conversation. Here's an example of how a conversation may look in Vitally:

Conversations in Vitally

As we receive messages from your customers, we update some useful timestamps you can use when reporting on accounts & users:

  • Account: Last received message - the last time any user at the account sent your team a message in any conversation.
  • Account: Last sent message - the last time your team sent any user at the account a message in any conversation.
  • User: Last received message - the last time that user sent your team a message in any conversation.
  • User: Last sent message - the last time your team sent that user a message in any conversation.

Using these timestamps, you can now run reports that, for example, filter accounts down to those who haven't communicated with you in over a week.

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For a more detailed overview of conversations in Vitally, be sure to check out our help doc!

Tracking customer conversations via Gmail

Our new Gmail integration allows you to automatically track email threads with customers as conversations in Vitally. To enable the Gmail integration, navigate to your Profile Settings and click on the Connect to Gmail button.

EnableGmail

Once connected, we'll import a recent history of emails shared with your customers and will automatically listen for new customer emails moving forward. Note that we'll only import an email into Vitally if we can determine at least one user from one of your accounts has participated in the conversation.

For more details on our Gmail integration, be sure to check out our help doc!

Tracking customer conversations via Zapier

Along with our Gmail integration, we've also added an Action to our Zapier integration to create messages in Vitally. This way, if your support tool(s) have Zapier integrations with triggers that fire when you send or receive new customer messages, you can leverage Zapier to track those conversations in Vitally.

For more details on our conversation support in Zapier, be sure to check out our help doc, which also walks through how you can leverage our Zapier integration to sync conversations from Front to Vitally.

Tracking Account Owners in Vitally

Finally, we've also added the ability to identify the user at each account that 'owns' it - i.e. the user that is basically responsible for paying for your service.

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By default, we automatically label the first user at each account as the owner, but you can change that by following the process seen in the GIF above.

Along with this change, we've added new columns to your accounts that let you easily view and report on each account's owner, like querying for customers where the owner hasn't been communicated with or seen in some time.

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For more details on Account Owners, be sure to check out our help doc!

Tags

Customer Success