Copilot emails for CSMs to send
None
A few customers have asked for the ability to draft template emails via copilot, but for the final "send" button to reside with the CSM. So - the CSM gets the final say on when the email is sent, but does not have to take the time to draft the email contents.
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Will this feature include the ability for the CSM to decide NOT TO SEND the email outreach?
All such new development is happening on the new UI. We are on track to push 5.0 out to everyone early July, so should be OK?
We ran an early access program with some of our brave customers, and feedback so far has been positive, with minimal concerns around the learning curve. Still not a topic to be taken lightly at all, so please let us know if you have any thoughts on what would help you prep your team better.
One positive, I just remembered, we have auto-update disabled in our production environment, so we will have a bit of control around this going live to CSMs, but I believe it is important for Gainsight to recognize that customers need plenty of advance notice so they can adequately prepare. From what I have seen there is enough of a change in the UI that it could disrupt end users - add to that, we are in the middle of training new teams to which we are rolling out in July. This is really bad timing for us. Had we known earlier, we could have been more prepared.
Manu - the earlier the documentation and videos can be shared with customer Operations teams the better.
The issue here is the lack of adequate notice. I hope to see a more consideration given to this need in the future.
We did two months of actual customer testing, so feel confident of releasing. But in no way want to undermine the heads-up and training needed to switch over.