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Completed

Feature Usage & Churn Rate on Dashboard

You can now track Feature Usage and Churn Rate directly from your GoCSM dashboard! 📊 Feature Usage shows how much of the platform your clients are actually using. 📉 Churn Rate highlights how many users are dropping off—so you can take action early. These insights help you boost adoption, reduce churn, and drive better results for your clients. Let us know what you think or drop suggestions below! �

GoCSM 3 months ago

Feature Request

Completed

Automated Health Status Monitoring

Current Challenge: The Health Status of sub-accounts is currently determined manually based on subjective assessment, requiring significant time and effort. This manual process introduces inconsistencies and delays in understanding a company’s activity level. Proposed Enhancement: We will implement an automated, monthly Health Status calculation based on the average weekly activity within the month. This approach will provide more stable and reliable insights into long-term engagement trends. Activity Tracking Model Step 1: Endpoint Selection Admins can select activity tracking endpoints. Contacts Conversations Appointments Pipelines/Opportunities Orders/Subscriptions Social Posts 🔍 Weighting: The selected features will share the activity score equally. For example, if 3 endpoints are selected, each contributes 33.33% to the total activity score. Step 2: Weekly Activity Calculation Calculate each selected endpoint’s activity count every week. Normalize activity counts against a baseline (e.g., max expected activity). Step 3: Monthly Health Status Calculation Calculate the monthly average of the weekly activity scores. Assign a Health Status based on the monthly average. Step 4: Health Status Thresholds 🟢 Thriving: 76%+ 🟡 Healthy: 51% - 75% 🔵 Steady: 26% - 50% 🔴 Struggling: 25% or lower 🚀 Benefits of This Update ✅ Automated, Consistent Insights: No more manual updates; statuses are recalculated automatically each month. 📈 More Accurate Trends: Monthly averages reduce the noise of short-term fluctuations. ⚙️ Customizable Tracking: Easily select the most relevant activity endpoints. 🔍 Proactive Account Management: Spot trends of declining activity and intervene earlier.

GoCSM 4 months ago

Feature Request

Completed

Intelligent Service Usage Detection

Current Challenge: GoCSM Health already tracks the "Time Spent" for various features, providing valuable insights into how long users engage with different functionalities. However, the "Services Used" section requires manual updates, which is time-consuming and prone to human error. Proposed Enhancement: We will automate the "Services Used" section based on the existing "Time Spent" data. Once a feature reaches one hour (60 minutes) of cumulative usage, it will automatically be checked as "Used". This enhancement ensures that the "Services Used" section remains up-to-date without any manual intervention, improving accuracy and efficiency. How It Works: Continuously track the "Time Spent" data, which is already being recorded. Automatically update the "Services Used" section and check the feature when thresholds are met. 🔍 Customer Experience Impact/Expected Outcome: The "Services Used" section will be automatically updated once a feature reaches one hour of cumulative usage. No more manual interactions, ensuring consistency and better feature adoption tracking.

GoCSM 4 months ago

Feature Request

Completed

Automated Status Mapping via Stripe Integration

Current Challenge: Manually tracking and updating account statuses based on subscription activity leads to errors and delays. Proposed Enhancement: Seamlessly integrate Stripe with GoCSM Health to automatically map sub-account statuses: Active: Accounts with active Stripe subscriptions. Churned: Accounts with canceled subscriptions. How It Works: The system will sync with Stripe in real-time to reflect status changes accurately. No manual intervention required—just a streamlined, error-free process. 🔍 Customer Experience Impact: Transparency: Customers can easily track their account status. Efficiency: Internal teams save time previously spent on manual updates. Proactivity: Enables timely interventions for re-engagement efforts.

GoCSM 4 months ago

Feature Request

Planned

Assigned Companies to dedicated CSM

We request the ability to assign companies to specific CSMs, ensuring they can only manage the accounts assigned to them. This feature will enhance data security, improve workflow efficiency, and prevent unauthorized access to unassigned companies. It will also help CSMs focus on their designated accounts without unnecessary distractions.

Adam Dye 4 months ago

Feature Request

Completed

Map Feedback Comments to a custom field

As the subject states, User Happiness - I want to have their "Comments" and happiness level send out to slack… I see that I can see their "Happiness" level as a custom field, but I want to send out their happiness level and their comments to a slack channel if I can. How can I get access to the comments they leave? See photo of the example, how can I access these comments to send out to slack?

dave@pushpress.com 5 months ago

Feature Request