About this Blueprint
Blueprints are a collection of Vitally best practices and use cases brought to you by today's Customer Success thought leaders.
Before implementing Vitally, Navattic CSMs were taking 4 to 6 hours each week per person to comb through their logs, figure out how many new users had signed up, and then send over a manual email welcoming them on board. With Vitally Playbooks, the team can automate this portion of the customer journey with personalized communication including the relevant references to a customer’s accounts, plan types, and their main points of contact.
“Our average time to go live for customers decreased by 30% after implementing Vitally Playbooks.”
Learn how Alisa Feng, Head of Customer Success at Navattic, and her team scale their outreach efforts to ensure consistent, positive customer experiences.
How this Blueprint works
Every Playbook automation in Vitally starts with a trigger, which can be based on your Accounts, Users, Notes, Conversations, and more. In this Onboarding Flow automation, the trigger is based on the account segment (Account Stage = Onboarding), followed by a series of actions.
Alisa uses branching logic to tailor the steps and messaging according to where customers are in the Onboarding process and whether or not next steps have been clearly defined. For example, let’s say a customer has been contacted by a Navattic CSM, but there are no clear next steps on the customer’s end. In this case, they will enter an automated workflow that encourages them to schedule a call with the Navattic team so they can get back on track.
💡Learn more about the different ways Navattic uses Vitally’s Customer Success Platform (CSP) in their customer story!
About Navattic
Navattic enables 900+ GTM teams to build, embed, and share no-code interactive demos. By empowering prospects to get hands-on experience with products earlier in the buying process, Navattic has become a leader in its field with over 10,000 users across all industries and company sizes.
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Ready to Share Your Blueprint For Success?
We're now accepting submissions to our Blueprint Library to showcase how Customer Success leaders are creating best practices to help scale productivity and collaboration across their teams and customers.
