What is CoPilot?
CoPilot is a lifecycle communications solution built exclusively for Customer Success teams. Using CoPilot, you can automate your outreach which will improve your scale and efficiency of your business; it will also allow you to design email and templates which will allow you to create visually compelling content. In addition to the above, you will also get access to the outreach analytics so that you can understand the performance of the outreach, such as who is opening the email, how frequently are people opening it, you can also analyze different things from the info given here.
CoPilot helps to automate customer lifecycle management emails. Few straight examples are welcome emails on signup, subscription renewal reminders, etc.
CoPilot empowers you to create lists of contacts, setup email templates, schedule emails, and view sent email statistics, all from Gainsight’s Cockpit. You can reach out to groups of customers based on selected criteria, and send contacts personalized communications to schedule a health check, to announce a new feature, or in response to a negative survey score or low usage, as examples. Then, you can quickly analyze the success of your communications, in terms of number of opened emails, number of clicked links, number of emails bounced, and more. While you may continue to run existing business rules that trigger emails, we recommend configuring all new email actions via the CoPilot.
With Gainsight CoPilot, teams can now launch automated outreach natively from within the Gainsight Customer Success Platform using key customer health metrics such as product usage, survey results, and lifecycle stage. Customer Success Managers can also create and leverage email templates to gain efficiency while still providing a personalized experience. Gainsight worked closely with leading Customer Success organizations to better understand their needs, and the unique new capabilities of Gainsight CoPilot addresses those critical needs head on, making this the first lifecycle communications solution built exclusively for Customer Success teams.
CoPilot has three major components:
Power Lists are lists of Gainsight Customer contacts that meet selected criteria. Lists can also be created to send associated contact data via email, including account-‐level usage data, or case data. Once created, lists can be refreshed on a schedule of your choosing. You can also use and/or modify existing Power Lists.
The process of generating a Power List is backed by Gainsight’s rules engine. Gainsight Administrators may need to configure Power Lists for CSM use with more advanced use cases.
Email Template: Email Template says what content should be sent.
CoPilot provides a robust email template designer with a variety of tools for creating attractive and actionable communications. There are also a few common email templates that helps you to get started.
Outreach: Outreach says how emails should be sent and when it should be sent.
Outreach enables you to schedule emails using the selected Power lists.
Overview of CoPilot
This 10-minute video introduces the CoPilot feature in Gainsight. It reviews how to setup Power Lists (aka, contact lists), build Email Templates, configure Outreaches (schedule and send emails), as well as Analytics (reports on your success communications).
Choose the most appropriate answer
Match the items in the left column with the answers in the right column.
PowerlistsList of Gainsight customer contacts that meet selected criteria
Email TemplateDesigner with a variety of tools for creating attractive and actionable communication
OutreachSays how and when emails should be sent