Have Sally listen for: "Who is the CSM?"


We have a channel where people around the company can engage with the Customer Success team. There are some great questions and conversations.

The question I don’t like is “who is the CSM for _____” which is, of course, data that they can source on their own.

What I’d like to do is be able to invite the Slack integration to this channel and have it subscribed to the message event and basically listen for that phrase. It can then come back and offer to help the user directly, as well as offering additional insights to the customer. We could reduce the CS work to reply, get the requester a faster response, and actually create more awareness of the data that is available through Gainsight.

@jeffrey_coleman that is an interesting idea. Will add it to our longterm roadmap after technical evaluation.