I am starting a project to determine the best method(s) of communication with CSMs when there is an issue with Gainsight and am curious what methods other businesses use. We currently have a mix of informal (Slack, email) and formal (Confluence, Jira) methods that serve different purposes.
I am looking to create something that will better meet the CSMs where they are already working and meet acceptance criteria around visibility of issue status, workarounds, and details. Is anyone else leveraging tools like Knowledge articles, chatter, or cases to communicate with CSMs about Gainsight issues? How do you determine which communication method to use, for example, do you do something different based on the severity or priority of the issue?
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