Changelog

We’ve just rolled out a powerful update to how churned accounts are handled in GoCSM — helping you keep your system clean and your automations accurate.

🆕 What’s New

When a SaaS Company is marked as “Churned” (i.e., canceled their subscription):

• ✅ All users under that company are now automatically tagged as

  Churned

• 🚫 Churned users are also removed from all active Workflows and Pipelines

💡 Why This Matters

• 🧹 Cleaner Automation Flows:

  Prevent churned users from receiving irrelevant emails or offers.

• 📊 Better Reporting:

  Ensure segmentation and metrics reflect actual customer status.

• 🔄 Streamlined Retention Strategy:

  Focus your CSM efforts only on active users while optionally creating separate win-back workflows for churned ones.

This logic is now live and requires no setup.

Churned Companies = SaaS customers who’ve canceled

→ All associated users = Tagged Churned + Removed from Pipelines & Workflows

You asked, we delivered!

Feedback comments submitted via the GoCSM Feedback Widget are now automatically saved to a Custom Field on the contact record.

🆕 What’s New

Every time a user submits a feedback comment, it’s now stored in a dedicated custom field.

This enables you to:

🔁 Send feedback data to third-party apps like Slack, Zapier, or CRMs.

🔔 Create detailed notifications for your team with the actual comment included.

📂 Keep a historical record of what your users are saying — all in one place.

💡Use Cases

🚨 Instant Slack Alerts:

Trigger real-time Slack messages with user comments when feedback is received.

🤝 Sales & Support Alignment:

Push detailed feedback into your CRM or Helpdesk tools for better customer context.

📊 Feedback Reporting:

Use the custom field for advanced segmentation and reporting inside your workflows.

This enhancement is live now — no extra setup required!