I’m gearing up to launch Gainsight for our CSMs and I want to have a system in place for them to ask for assistance, request changes, and submit ideas. Some things about the team:
-I’m the only Gainsight Admin and I sit on the CS team
-We’re a smallish team (30ish)
-We’re all remote (even outside of COVID-19)
-We have a ticketing system that they are used to using
-We have a Gainsight Slack channel
-They are relatively new to the tool and might have difficulty deciding whether their request is actually tech support, a preference, or an idea that needs to be evaluated
I’ve decided against using the ticketing system since it implies a quick resolution when something might be an idea we don’t want to implement. However, I still want to capture their ideas and monitor the next steps we took. I’ve decided that I’d like them to submit their request via a form that captures their responses in a spreadsheet. I can then take the spreadsheet and evaluate requests with my governance committee and then track progress toward fulfilling the requests in a task management tool (we use Workboard, I’ve also used Asana).
My question for y’all: Do you have a similar system? How do you manage incoming requests? What have been the major pitfalls in using a system like this? Is there anything you did in rolling out the system that ensured it worked the way you intended?
I know how quickly requests and changes can get out of hand, and I want to have a strong system in place to get ahead of any request overload. At the same time, I want them to be engaged. In my ideal scenario, they’d throw basic questions in the Slack channel for anyone to answer and save true tech support requests or ideas for this form, but it doesn’t always go that way :) Curious to hear your thoughts!