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Using involve.ai - advice and best practices

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Help and tech support

4 topics

The Customer Intelligence Movement

14 topics

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mpoppenCI.tizen

The Customer Intelligence Movement

Seven 2023 Predictions for Customer Teams

In 2022, Customer Intelligence emerged as a new business solution category, one that helps companies become more customer-centric and double down on revenue from their existing customer base. The momentum of the Customer Intelligence movement has been exciting to say the least!How can 2023 compare, you ask? I believe we have only seen the beginning of the impact customer data and insights can have on business transformation and customer value!Here are my top predictions for how customers will continue to be the greatest lever for revenue growth and ultimate success…especially in a questionable economy! Prediction #1: Customer health scoring will be defined by data-driven, personalized customer outcome measuresHealth scoring has been a huge component of Customer Success leadership over the years. It has helped us track customers’ wellbeing, identify customers who need additional support, and lend assistance to CSMs guiding customers through challenges. But with today’s technology, relyi

1760

28 days ago

B

BridCI.tizen

Help and tech support

Why are specific values not populating in my filters?

When I set filters, each filter opens drop down options, but does not list the option I want to see.

1

1 month ago

BrigidCCommunity Manager

Using involve.ai - advice and best practices

What do you think about the new KPI colors?

Let us know what you think about Part 1 of the Customer Health Dashboard redesign! We released updated, brighter colors yesterday and would love your feedback!

0

1 month ago

BrigidCCommunity Manager

Involve 101 Trainings

Ongoing Training

Ongoing trainingCI.ty ContentAfter completing Involve 101, you can always return to the material for a refresher, or search the CI.ty for other articles, videos and quick answers.If you have questions about your learning or your own platform, you can:post them to the Help and Technical Support forum open a support ticket at support@involve.ai raise them with your organization’s administrator to discuss with their involve.ai Customer Success Manager.Training webinars and workshopsYou can also sign up for our regularly scheduled virtual live training webinars. Each month, we host sessions covering the dashboard, workspaces and additional features, and brainstorm use cases that will work for your own day to day.Find and register for these trainings in the Events Center.

130

2 months ago

BrigidCCommunity Manager

Involve 101 Trainings

Involve 101 Knowledge Check

After reviewing Involve 101 parts 1-3, you should have a well-rounded understanding of What Customer Intelligence is and why it’s important How involve.ai can help you in your role How to navigate through and take action in the platform. Now it’s time for a knowledge check!If you have already been invited by your admin into your involve.ai platform, log into your dashboard and follow the guided onboarding to earn your Learner, Champion and Pro badges. These step-by-step prompts will walk you through actions based on the content you learned from the above guides.If the onboarding doesn’t automatically launch for you, click the dog/question mark icon in the lower right corner of your dashboard, then select “Your Onboarding Progress.” Total time: 5-10 minutes per badge. Share your knowledge backPost one question or comment in the CI.ty based on what you’ve learned. To do so, click + Create a Post in the upper right corner of your current screen. This will open the option to post a questi

360

2 months ago

BrigidCCommunity Manager

Involve 101 Trainings

Customer Intelligence 101 - What's in it for me?

Welcome to involve.ai! Your gateway to customer intelligence! What is involve.ai?Involve.ai is an early warning platform that first shows you all customers data in a single view. It lets you know which customers are healthy or at risk, and why, based on an analysis of their data. This will help YOU prioritize your book of business and take targeted actions. It also takes the guesswork out of relationship management, saving you time, by automating Customer Intelligence. What is Customer Intelligence?Customer Intelligence is the analysis of all customer behaviors, words, and interactions to understand and predict customer health. It’s taking customer knowledge one step further, by making the things you know about each customer actionable. How Customer Intelligence can help you succeed.Understanding your customers holistically in this way will help you predict which customers are in need of outreach, confidently lead proactive conversations with them, reach out early with prescriptive a

450

2 months ago

BrigidCCommunity Manager

Involve 101 Trainings

Platform 101 - Navigating and using the platform

Deliver more value, more easily, to your customers through regular use of your new involve.ai platform.The involve.ai platformThis set of articles and videos will help prepare you to navigate and take action in your involve.ai early warning system. Total time: approximately 1 hour Read or watch the Dashboard overview Read the Workspaces overview Get to know Machine Learning Understand your organization’s Health Score Ingredients What is The involve.ai customer health score? What are Key Performance Indicators? How to set Filters and views How to Provide input into the health score (Customer Owner Pulse) Account view Reporting data discrepancies Congratulations! 🎉You’ve completed Part 2 of your Involve 101 Training. Now move ahead to section 3 - Involved in a Minute - to review real world applications of the platform.

730

2 months ago

BrigidCCommunity Manager

Platform setup and integrations

Azure SQL Database Setup Guide

PrerequisitesTo connect your SQL Server database to Fivetran, you need:SQL Server version 2012 or above An Azure account with a DB Owner, SQL Server Contributor, or SQL Security Manager role ALTER ANY USER permissions in your database server Your database host's IP (e.g., 1.2.3.4) or domain (e.g., your.server.com) Your database's port (usually 1433) (If you want to connect using SSH) An SSH serverIMPORTANT: We do not support single-user mode. Setup instructionsStep 1: Choose authentication methodFirst, decide whether to authenticate with Azure Active Directory or with a username and password.Authenticate with Azure Active DirectoryIMPORTANT: You must have a properly configured Active Directory enabled within your Azure account to authenticate with Azure Active Directory. Follow Azure's Active Directory for Azure SQL setup instructions to properly enable Active Directory Authentication on your Azure SQL Database.Azure Active Directory allows you to authenticate Fivetran using OAuth-styl

170

2 months ago

cathyCommunity Manager

Use case library

Smartflows: Use CasesBlog

Smartflows is involve.ai’s data automation tool, so that CSMs and Account Managers have one less thing to monitor. All users will be able to set up their own smartflows to track their customers' data changes by receiving a Slack notification or an auto-assigned and created info card. Note: for anyone using involve.ai’s writeback services, new info cards will be written back to their existing systems of record once they’re created as well. How Can I Use Smartflows Standardization and playbooks: every time X happens, I want action Y to happen. Some examples: If the number of support tickets goes from low to high in any of my customers, I want to automatically have a task created to check-in with those customers. If a customer’s NPS/CSAT score rises from medium to high, I want to receive a notification, so that I can outreach to them for a review or a case study. Reengaging unresponsive customers & churn reduction Setup a smartflow to alert you when interaction frequenc

190

2 months ago

BrigidCCommunity Manager

Customer Health Dashboard

Account Details view

While the Customer Health Dashboard shows a unified view of ALL of your customers data, sometimes you may want to dive deeper into an individual customer’s trends, insights, and where that data is pulling from. By clicking the > to the right of an individual customer’s involve.ai health score, you can pull open account details for that customer. This will let you review:That unique customer’s health and KPI trends (in Key Indicators) The actual qualitative data where sentiment is being pulled from (under History) Workspace tasks that have been created for that customer (under Info Cards)And AI-powered suggestions for action (in General Info) Account details is a powerful way to better understand your customers’ specific issues as you prepare to meet with them, whether for a weekly check-in or a quarterly business review. Look for conversation starters in changes to trend, or to clarify sentiment questions, and let the AI powered suggestions provide guidance when you’re strapped

110

2 months ago

BrigidCCommunity Manager

Help and tech support

Can we set up reverse scoring for support tickets?

A common question we get is whether high support tickets always impacts the health score negatively. Some organizations consider a high number of support tickets a positive because it shows interaction and engagement, how does involve.ai handle that?

1

7 months ago

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Using involve.ai - advice and best practices

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Help and tech support

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The Customer Intelligence Movement

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CI.ty News

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News from the CI.ty and involve.ai

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