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involve.ai_karinaCommunity Manager

Customer Intelligence, data, and involve.ai

Visualizing the CI process

I’m the Visual Designer at involve.ai, so when @mpoppen, our Chief Customer Officer, sketched out a visual of the ways involve.ai intersects with the CS tech stack, I was excited to bring it to life. This is how our tech-agnostic Customer Intelligence platform turns data into action! Does it resonate with you? Those of you who are involve.ai customers, what are we missing? And those of you who aren’t, how are you bringing your data sources and systems of action together?

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2 days ago

BrigidCCommunity Manager

Setup and administration

Salesforce - Enable involve.ai access, profile setup, and security tokenHow To

This article addresses 1) how to enable API access and 2) set up Salesforce profile(s) so it can share data with involve.ai and allow involve.ai to share data back to Salesforce. It also addresses finding the Salesforce security token.In order for data to be shared with involve.ai, API access must be enabled on your Salesforce account and a user profile must be created. The Salesforce administrator has access to these settings. Enable API Access in SalesforceClassic ExperienceFor instructions in Lightning Experience, please scroll down.Login into your Salesforce administrator account. If you have issues with accessing the Salesforce account, please contact Salesforce support. Click on Setup next to the profile name. Click on Manage Users on the left-hand navigation menu. Click on Profiles under Manage Users. Click Edit on the specific profile you are updating. Below are instructions to create a pro

10 days ago

HardikaCommunity Manager

Setup and administration

Setting up Zendesk for involve.ai access

This article addresses how to 1) enable API access in Zendesk so it can share data with involve.ai and 2) generate a Zendesk API token to sign in through involve.ai.In order for data to be shared with involve.ai, API access must be enabled on the Zendesk account. The Zendesk administrator has access to these settings. Enable API Access in ZendeskLogin in to your Zendesk administrator account. If you have issues with accessing the Zendesk account, please contact Zendesk support. Click the Admin icon () in the left sidebar. Navigate to Channels > API. Click the Token Access toggle to enable API token access. API Token Access is now enabled.Generate an API TokenLogin in to your Zendesk administrator account. If you have issues with accessing the Zendesk account, please contact Zendesk support. Click the Admin icon () in the left sidebar. Navigate to Channels > API. Click the Settings tab, and make sure Token Access is Enabled. Click the Add API token button to the right of Active A

11 days ago

cathyCommunity Manager

Workspaces

Workspace Uses & Examples

The tables below are examples for how you can use Workspaces to support particular moments within the customer journey. Let us know in the comments if you have set up Workspaces in a way that you’d recommend for others! Customer OnboardingTaking the following actions in Workspaces will support a smoother onboarding and go-live experience for your new customers. Stage Name Actions Details Internal Handoff Internal handoff call with sales Set up a 20 minutes handoff meeting with the Account Executive Mark the deal as closed won Get pertinent customer demographic information Get the SPICED information and add it to notes a. Situation b. Pain c. Impact d. Critical Event e. Decision Stakeholders involved and the organizational structure The why behind the deal Business impact Identify fit Identify the Fit of the customer to make sure it’s a part of the Ideal Customer Profile 1. Technical

11 days ago

mpoppenCI.tizen

Customer Intelligence, data, and involve.ai

How did you join the Customer Intelligence movement?

Hello CI.ty members! I’m the Chief Strategy & Customer Officer at involve.ai, and would love to connect about the various ways we've all become interested in the Customer Intelligence movement. My own journey toward CI...My interest in Customer Intelligence started years ago, but I didn’t have a name for it. I was the CCO at Glint, now part of Microsoft and LinkedIn, and our CS team was exceptional. But as our customer base grew, so did the feeling that we weren’t using available information to its fullest in our quest for customer intimacy.We were investing in terrific platforms -- Gainsight, Zendesk, Skilljar and inSided, and of course our own product -- and each delivered mountains of data. But even with a CS Ops team, we didn’t have the capacity to identify insights and take action holistically; any data analysis was very manual and time-consuming. We had other things we needed to get done; halting to analyze the data (which would quickly become outdated) felt futile. When I f

11 days ago

shashibCI.tizen

Customer Intelligence, data, and involve.ai

Best CSMs are the ones who possessed a high degree of empathy

An interesting article that crossed my path today by Tammi Warfield, Chief Customer Officer of Delphix in Customer Think.Tammi says "best CSMs were the ones who possessed a high degree of empathy and an intense desire to help customers find value. Their success was so closely tied to their customer’s success that it was hard to separate the two."I really liked what Tammi says about women sales leaders: "Women-led sales teams deliver higher win and quota attainment rates than their male counterparts."Definitely a great read. Highly recommended https://customerthink.com/why-customer-success-and-women-are-the-future-of-sales/

13 days ago

shashibCI.tizen

Customer Intelligence, data, and involve.ai

Customer Success Lessons From Apple, Disney and Tesla

This was a great read this Saturday morning. Takeaway, increase the touch points along the entire journey. What is your take? "This strategy requires B2B companies that have adopted customer success (CS) technology to transition their CS programs from solely focusing on initial interactions and end experiences to a new model that consistently optimizes the entire customer journey.""The secrets to Apple and Tesla’s customer success are finally attainable for B2B businesses | VentureBeat" https://venturebeat.com/2022/05/06/the-secrets-to-apple-and-teslas-customer-success-are-finally-attainable-for-b2b-businesses/amp/

15 days ago

shashibCI.tizen

Customer Intelligence, data, and involve.ai

Questions to ask when taking a CCO job

Thought the community may enjoy reading this post by Jeanne Bliss on questions to ask when interviewing for a Chief Customer Officer position. https://www.customerbliss.com/8-questions-to-ask-when-interviewing-for-a-chief-customer-officer-position/

15 days ago

mpoppenCI.tizen

Welcome to involve.ai

About Customer Intelligence

The concept of CICustomer Intelligence, or CI, means knowing, understanding, and predicting customer behavior by bringing together and analyzing all available customer information. It’s a modern, data-driven take on the age-old goal of “putting customers first.” Many organizations understand the value of Customer Intelligence and have worked at collecting and tracking their customer data; some use it to assign health scores or make decisions. But the collection, analysis, and upkeep are time and labor intensive and often tell only part of the story, leaving leaders to fill in the gaps with guesswork. I wrote about my own experience with that in this conversation! CI as a software categoryWhat is so exciting to me about CI is that we’ve gotten to a place with technology where we can actually pursue it through the use of AI and machine learning. We can take the lift and the guesswork out! involve.ai is leading the charge at creating models that unify and increase access to all facets of

16 days ago

ElizBlassCI.tizen

Help and tech support

Activity log

I just noticed the activity log in Workspaces. I’m not sure how long it has been there but it is so helpful. Is it new??

17 days ago

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