Outlook Integration with Gainsight
The only thing worse than not having Timeline email integration is having Timeline email integration that jumbles your data!
🙂
Currently looking like we will first be tackling getting important emails into Gainsight (via a tagging or bcc mechanism from within the email client) and making it easier to send emails from Gainsight (that ideally route through your email client so they would appear in your sent items and improve deliverability).
We know this is a very popular product suggestion and are working to provide this capability.
In the meantime - if you're able to share some of the top use cases that you anticipate your team following, that would be very useful to us as we design both the backend as well as the UI.
Thanks!
🙂
But...we are working on a few enhancements right now to automate Timeline event creation. One of which is an option to allow you to tag emails (likely via a BCC) that you send to customers so that they appear on timeline automatically. We're also working on the ability to create Timeline entries using our rule engine automation, which would open up a whole host of different source options.
🙂
1) A reply (and all subsequent replies in that conversation) to a copilot email (which can be setup today to go inbox of CSM) is copied back into Gainsight
2) Same as #1, but for semi-automation emails (this is new functionality releasing in August, where email tasks can be created in cockpit via playbooks. CSMs can then just hit send)
3) All emails sent a customer via Outlook (or whichever email clients) show up in C360 to some kind of sync with email.
4) CSM or customers (or any one else) can email virual email address - say - email_listner@<customer-name>.gainsight.com and only in this case does the email get copied to Gainsight
5) Ability to create manual emails from scratch within Gainsight
6) Gainsight widget in email client
7) Copilot emails can include a calendar invite (via an .ics file attachment)
Next would be 3, 6, and 5. I'm not sure I understand 4.
I would also be interested in exploring how we could tie certain types of CTAs to outlook invites such that moving the invite would automatically update due date on the CTA. I spoke with Marie Froshaw about this a few weeks back.
Currently our CSMs do not log email activities in timeline. We use another program that will automatically log email activities into Salesforce.
I do agree that this automation would be an improvement for CSMs that are manually logging, and having to copy and paste the email into timeline.
My only concern is just the clutter this would create in Timeline. Not every email sent to the client would be something that is relevant or important enough to be in timeline. I'd rather keep that for important activities only so that the information is easily accessible. It'd be great if there was control over what logged into timeline that way CSMs can choose on what is important/relevant to put in timeline.
Hello all,
Thanks for your posts. We are already working on outlook integration , this should be available for BETA in August. Please look for BETA program announcements and signup.
I have requested a meeting with my CSM to discuss this, because it seems like this is a long way from being usable for Salesforce customers.
Although any integration to Outlook will be a step in the right direction. The fact is Gainsight like every other SaaS provider wants to keep your eyes on their platform. So although most of the the real world works using Office365. I suspect the integration will not be particularly great. They’ve been dragging their feet for years. I really hope I’m wrong, but I can’t see me getting away from having to duplicate absolutely everything so that we can track the CS activities in the Gainsight platform (which iit s good at).. and then duplicate every single activity in office 365 (using tasks/emails/Teams and calendar ). which gainsight isn’t so good at.
Has anyone used this BCC feature yet? Does it capture the replies that the customer sends?
@Gainsight Are there any plans to create a true integration between Outlook and Gainsight?
And feel free to share any use cases here in this thread for the benefit of the other folks reading. 🙂
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