CS Product Ideas
Submit product suggestions
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Currently when you have a combo chart (bar chart with a line) you can turn on the data points to view them but it is for both data sets/series. It would be nice to have the ability to select which series of data you wanted to display. Right now the charts get all jumbled with number layering on top of others...just messy.
It would be helpful to be able create CTAs/tasks directly from an email in Gmail. Perhaps a rules based "suggest a CTA" which looks for emails from key deployment contacts, and auto-populates the account/relationship, and task name based on the email subject.
I realize that reporting is not necessarily GS bread and butter - however I find some reporting functions to be sub-standard. Currently you cannot see a running sum for multiple marks, at a minimum it would be great to see this. Additionally I would currently like to insert a Reference line as well. see below image as example [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160224-17646-1d4ukah-OBG_inline.png[/img]
Time of Task and Sync to Outlook CalendarAcknowledged
Our CSMs are requesting that Tasks have a due time (not just date) and that you are able to sync them with their outlook calendar. If they tell a customer they will call them at 2pm, it would be nice if the Gainsight CTA that they set for themselves had a task with a time of 2pm that would show on their outlook calendar.
Co-Pilot Sample Outreach Reports MisleadingAcknowledged
The Sample Outreach report lists the customer chosen as a "guinea pig" in the "Outreach Results" tab, rather than listing the email addresses for the recipients of that sample outreach. It seems misleading to list the customer and can cause some panic that the sample actually triggered for a customer. An improvement to that report might be to list the email addresses of the actual recipients of the sample and, if necessary, clearly stating that the outreach did not trigger to the "guinea pig" customer.
Add Template to Mass EditAcknowledged
I do the same exact mass edit multiple times a week (close CTAs for reps who have left the company). It would be great if I could have a drop down template to show the mass edit criteria i specify. I tried to create a rule to close CTAs for inactive reps but since the CTAs all have different Types and Reasons it does not work.
Notifications: Add option for users to select to be notified when Co-Pilot email goes to their customerAcknowledged
We have a marketing team that utilizes Co-Pilot to send targeted emails based on segment. Our CSMs would like the option to be notified when an email is sent to their customer via Co-Pilot. I know there is a cc/bcc capability in Co-Pilot, but we don't want to A) hard-code every individual CSM to the it or B) email an internal mailing list because we want the notification to be relevant. In other words, when an email actually gets sent to a customer, send a notification to the CSM (one per customer per campaign)
I've noticed that when you create a daily usage report in the line graph format, that because of the way that it's scaled, a very small change can appear very dramatic. As a result, a customers usage can appear to be in trouble when it's not. I would suggest that we are enabled to set the scale of our reports so it shows the data and scales more accurately.
Enhance Playbook Creation/Edit ViewAcknowledged
The process of creating and editing a playbook can be difficult and inconsistent. Some items automatically save while others you need to click the save button. I've also run into issues when the tasks move up or down. Lastly the area seems so small considering the amount of blank real estate on that page.
Need the ability to have CTA's that can be assigned at the CSD level, vs the account level. For example, reminder CTA to have them update all their Health Score and Contact info (without them getting numerous CTA's for every account in portfolio). Similarly, need to be able to attach/link a CTA (or milestone) to more than one account. Use case here is that the CSD is creating documentation that applies to multiple accounts, and has to (currently) manually attach it to each account.
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