CoPilot Module

Introduction to CoPilot

Customer Success teams need to do more with fewer resources. They need to engage with customers often and effectively to drive success. However, there have been limited tools to help Customer Success teams scale their customer touches. With Gainsight's CoPilot, teams can now touch customers more effectively. With an ever growing list of customers coming on board, a CSM team of five can now feel like a team of one hundred.

 

With Copilot, customers can

 


Let us learn more about Copilot in this module.

 

CoPilot Module

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.

 

Why CoPilot?

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 Components

CoPilot has three major components:

 

Power List

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).

 

 

https://vimeo.com/130785756

 

 

Choose the most appropriate answer

CoPilot empowers you to create , setup , schedule emails, and view sent email statistics, all from . 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. 

Match the items in the left column with the answers in the right column.

  • Powerlists
    List of Gainsight customer contacts that meet selected criteria
  • Email Template
    Designer with a variety of tools for creating attractive and actionable communication
  • Outreach
    Says how and when emails should be sent

Features of CoPilot

Features of CoPilot

Gainsight CoPilot is built with a key set of features that enable Customer Success teams to manage the customer communication process, including:

 

Automated Outreach: Improve scale and efficiency in customer communications by launching personalized emails from within Gainsight. These can be predesigned based on health data triggers or sent on an adhoc basis to specific customer segments.


Email Templates: Leverage the WYSIWYG email template designer within Gainsight to create visually compelling, responsive content for customers. Reuse the most effective templates across customers.

Personalized Messages: Being smart with automation doesn’t mean sacrificing the personal touch. Integrate key health data points from Gainsight to personalize messages.


Outreach Analytics: Understand outreach performance with powerful out-of-the-box reporting to track and measure the effectiveness of customer interactions. Learn which triggers and templates are most impactful by experimenting, measuring results, and iterating.

 

Use cases of CoPilot

What are some use cases for when to use CoPilot?

 
  • Welcome emails to customers

  • Driving cohorts of customers to product training

  • Sending product usage stats to customers

  • Follow up on survey results with a customer

 

 

 

 


“SurveyMonkey believes that nothing should stand between our customers and the information they need to make better decisions. To make this happen at our rapid growth rate and scale, we needed to ensure that our Customer Success team could connect directly and consistently with each account,” said Jeffrey Coleman, Director of Customer Success at SurveyMonkey. “Gainsight CoPilot allows us to not only provide personally and contextually relevant communications to accounts, but extend the reach of each Customer Success Manager.”

“Over 9,000 customers rely on MobileIron to provide the technology platform and services to enable their mobile-first workforce. Given the rapid pace of change in today’s enterprise mobility market, this relationship requires constant communication to help them along their mobile journey and keep them informed of technology innovation and market trends,” said Mike McCarron, VP Customer Success at MobileIron. “What I love most about Gainsight CoPilot is that my team will own that ongoing communication channel with the customer with less of a dependency on marketing for execution.”

 

Features of CoPilot (match the following)

  • Outreach Analysis
    powerful out-of-the-box reporting to track and measure the effectiveness of customer interactions
  • Personalized Messages
    integrate key health data points from Gainsight to personalize messages
  • Email Templates
    visually compelling and responsive content for customers
  • Automated Outreach
    launch personalized emails from within the platform

Decide if the following statements are true or false

  • CoPilot is a lifecycle communications solution built exclusively for Customer Success teams.
  • With CoPilot, you cannot automate customer lifecycle management emails.
  • Customer Success Managers do not have permissions to create and leverage email templates to gain efficiency while still providing a personalized experience.
  • 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.
  • You can reach out to groups of customers based on selected criteria, and send contacts personalized communications to schedule a health check or to announce a new feature.

Which of these screenshots talk about email templates?

Creating a Power List

What is a Power List

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.

Creating a Power List

Let us now learn how to create a power list.

Creating a Power List

  • First, you need to go to ‘Cockpit > CoPilot > Power Lists and click 'Power Lists'’.

  • Enter appropriate value in 'Name your Power List'.

  • From 'Derive list of contacts from', select either Salesforce or Matrix Data, depending on where your data is stored.

Info: Salesforce objects are available when you select an MDA data source (Matrix Data). You can use these objects to fetch contacts for your power list.

 

  • Under section 'Which meets the following criteria', click '+Criteria' and then select the appropriate fields. You can click '+Criteria' to create additional criteria. Optionally, you can use 'Which meets the additional criteria from Contacts' to pick up specific records from contact.

  • Under section 'Select the list fields', add any fields that you wish to use in the email template; for example, Contact’s First Name, or CSM Name and Email. After you select an object, the Contact’s Full Name, Email address, Account name, and Contact ID are automatically available in the list fields. If you want to tokenize a text field in the email template, be sure to add it to the Select fields.

  • Optionally, you can select 'Refresh the list daily at [time]' and/or 'before the outreach execution'. If unchecked, the list will remain static until a user manually clicks Refresh.

  • Click 'Save and Refresh'; then a success dialog appears and records are being populated in your power list. You see all the records by visiting the CoPilot > Power Lists > [Clicking on the Outreach you just created].

Notes:

  • You need to remember that only Gainsight Customers can be added to a Power List. Also, note that Power list creation is powered by the Rules Engine. All of the limitations that apply to the Rules Engine are applicable here. Ex: A max of 200,000 contacts may be added to a single list.

 

For more information on how to create a Power List, you can view the following:

https://support.gainsight.com/hc/en-us/articles/207057857  

 

Video of best practices

Best practices while using CoPilot (35 minutes video)  

Click on the image to watch a video which explains the best practices while using CoPilot. 

 


https://vimeo.com/134870036

State whether the following statement is either True or False.

  • Power Lists are lists of Gainsight Customer contacts that meet selected criteria.
  • The process of generating a Power List is backed by Gainsight’s Survey. Gainsight Administrators may need to configure Power Lists for CSM use with more advanced use cases.

Working with Outreaches and Templates

Working with Templates

Working with Templates

CoPilot includes a robust email template designer with a variety of tools for creating attractive and actionable communications. You can copy existing email templates into CoPilot, edit out-of-the-box templates, and create new ones in CoPilot.

Gainsight's Vault contains best practice templates for various asset types, including email templates. From CoPilot, click the import button (circled in red above) to preview and download templates into your own org.

Email templates are organized by themes/folders on the left. Click the theme name to reveal assets. After you download an email template (using the download button that comes when you hover over the asset), the theme name will be appended to the email template.

You can customize the template as needed.

Navigate to Cockpit > CoPilot > Email Templates.
 A list of predefined email templates appears.

  • Hover your mouse over an existing template and click the pencil icon to edit it, or click +Template to create a new template.

  • Enter text into the subject line and email body as appropriate. Note: if you copy and paste text from another source, the formatting will be removed.

You will learn about it in detail in the video provided at the end of the module. 

For more information on working with email templates, please click the following:

https://support.gainsight.com/hc/en-us/articles/206358958   

 

Working with Outreaches

Working with Outreaches

Outreaches utilize Power Lists and Email templates, and allow you to schedule your communication with customers in a personalized and effective way.

First you need to navigate to ‘Cockpit > CoPilot > Outreaches’ and click ‘+ Outreach’. Then enter the appropriate name in Outreach Name and then click Create.

From the 'To menu', select the desired power list.  Please remember that Power Lists are limited to 200k contacts. Also, you need to remember that you may email copies of your email to a maximum of 3 emails, which can be used for archival purposes.

Click the 'Email Copy' link to enter the email addresses in the 'Email Copy to field', which displays after selecting Email Copy. You will learn about it in detail in the video provided at the end of the module. 

Now, key in or select the appropriate values in the following fields:

  • From Name: The name that should appear in the From field of an email.

  • From Email: The email ID from which the email is sent.

  • Reply-To: The email ID at which a reply must be received.

  • Template: From the drop-down box, select the appropriate email template.

  • Note: If your template contains token placeholders, hover over the placeholders and click the mapping icon. Then, you can select the fields/tokens to map the placeholders to. When the outreach is sent, the token values are fetched dynamically.

Click the 'eye' icon to the right of the 'To menu' to view the power list in a pop-up window. You will learn about it in detail in the video provided at the end of the module. 

  • Select the 'Send Email once in [number] days' to define recurrence for sending an email. Uncheck this option if you need to send the email more than once every 30 days.

This is an optional step: Select Log Email to SalesForce Activity only if the outreach recipient is a contact. This option creates a record of the email under the contact's Activity History in Salesforce. NOTE: This option is only available for Power List contacts from Salesforce, and not MDA. Also, it's currently not possible to log the activity as a specific SFDC task type.

Now, select Don't send email when Token/Placeholder value is not available if you want to cancel the email to an individual contact, if one or more of the tokens are null and click Save. (You must click Save in order to see Preview and the other buttons displayed.)  Click Preview to preview your outreach.

The following steps are optional:

  • Select appropriate value in Select contact to preview email, or use the Previous and Next Contact options to scroll through the preview for multiple contacts in your power list.

  • Select the mobile icon in the preview screen to preview your email for mobile devices.

  • Enter appropriate value in Send test email to. For example, enter your email ID here; then click Send. You will receive a personalized email that contains a preview of the template you selected for the selected contact. You can also open the email on your own mobile device.

Back in the Outreach Configuration view, you can either click 'Run' to execute the outreach immediately, or click Proceed to Schedule to define a schedule for outreach execution. You will learn about it in detail in the video provided at the end of the module. 

Now on the Schedule page, click the desired date to execute the outreach. Use the mail icon in the right corner to enter an email address for the outreach results to be sent to. This email address may be updated for each scheduled Outreach execution.

You can also schedule outreach execution using 'One Time' or 'Recurring Schedule'.

If you create a Recurring Schedule, select the tab for Daily, Weekly, or Monthly and enter the appropriate values for frequency, start and end date, and preferred time. Finally click 'Create' to create the Outreach.

You will learn about it in detail in the video provided at the end of the module. 

You will find more information about creating an Outreach by clicking the following link:

https://support.gainsight.com/hc/en-us/articles/206359108  

 

Select the correct answer.

  • Theme
  • code
  • module
Email templates are organized by themes/folders on the left. Click the ________ name to reveal assets.

Tick which statement is True.

  • CoPilot includes a robust email template designer with a variety of tools for creating attractive and actionable communication.
  • Gainsight's Vault contains best practice templates for various asset types, it does not include email templates.

Demo and Recap on Copilot

Demo and Recap on Cockpit (15 minutes)

A 15 minute quick recap demo on CoPilot

 

In this video, you will learn more about CoPilot and its key objects. You will also remember many things that you learnt about CoPilot till now. Click the image to view the video in a separate window.


https://www.youtube.com/watch?v=YjdO3bcwz2k&feature=youtu.be