Recently active topics
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?
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
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
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
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
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/
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/
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
OverviewThe involve.ai system shares and writes data back to systems of action (CRMs, for example) each time an update is made.Write-back permissions must be enabled by the data source administrator in order for updates to appear. Contact your system administrator and involve.ai CSM if updated data should be fed back to the system of action. Data that involve.ai shares backValues that will be sent back to the source include: involve.ai health score Recent trend of the involve.ai health score Product usage NPS/CSAT score Interaction frequency Number of support tickets Severity of support tickets Customer sentiment Customer owner pulse Data must be available on the dashboard in order for the information to be shared back. Note: customizations are not included in this list. Users can also directly review select client details by clicking on the field link which will route the user to the involve.ai dashboard and account history.
You must have an existing account on Involve.ai in order to change or reset your password. If you do not have an account, please reach out to your Customer Success Manager. How to Change or Reset Your PasswordNavigate to the involve.ai platform Click on Forgot Password link under the Password field box. Type in the email address associated with your involve.ai account. On the next window, you will be prompted for a six-digit code that was sent to the email address associated with the account. Refer to that email. Copy or type the six digits from your email into the Verification Code box. Upon verification, you will enter and re-enter a new password. These fields must match. After successfully creating the new password, you will be prompted to log in using the new password and the email address associated with the account.
As involve.ai grows, our end users are also learning, experimenting, and becoming experts in CI! To support those of you interacting with our platform every day, we are in the process of setting up a Support alias and ticketing system. We will update this post with guidance once our ticketing system is fully in place. In the interim, post to this forum with any technical or how-to questions that you would like addressed! Our Data Science Consultants, Customer Success Managers, Machine Learning Engineers, and Product team are all happy to assist.
Just over a year ago, my team and I stumbled into something exciting. The company I led at the time knew that we were losing customers, but not why. We built data integrations and AI models to better understand our customers’ behaviors. In doing so, we built a new company, involve.ai, and a new movement: Customer Intelligence.Since that accidental pivot, we have met so many of you – other leaders and individual contributors seeking to put customers first, and using data science to do it. We started this Customer Intelligence Community, the CI.ty, for you. Now, we are eager to build it together. Whether you are an involve.ai customer, an industry partner, or simply interested in data science as a path toward customer-centricity, we hope that the resources and conversations you’ll find here bring you success. We also hope that you’ll share your perspectives and experiences with others.Together, let’s evolve the ways we see, understand, and take action for our customers. Gaurav Bhattach
OverviewThis article addresses how to enable Snowflake access for involve.ai to 1) query the data and 2) view the data. In order for Snowflake to share data with involve.ai, a Snowflake administrator/superuser must create a service account or managed account and enable view permissions. How to Provide Snowflake Access to involve.aiAdministrators/Superusers can provide access to Snowflake through either 1) service account or 2) managed account creation. 1) Access via Service AccountNavigate to Snowflake Navigate to IAM (Identity and Access Management) by typing "IAM" into the search bar. Click on Roles. Click on the Create Role button. Assign involve.ai the AmazonRedshiftReadOnlyAccess role. 2) Access via Managed AccountNavigate to Snowflake. Locate the database that will provide access to involve.ai. Use the Create User command to create a new database user.Please refer to this article on how to create a managed account in Snowflake
What is a User Role?User roles allow admins to add users to the involve.ai platform and to adjust user permissions. There are two user roles: Admin and User.UsersUsers have the ability to use the dashboard, insights, reports, and integrations within the permissions defined by an admin.AdminsAdmins have full permissions on the system, including the ability to see all customer details and add other users or admins to the platform.Note: Only admins can add users to the system. Where are User Roles?Click on the down arrow next to the profile photo in the upper right corner of the involve.ai page. A drop down menu will appear. Select Settings.On the Settings window, click on User & Roles Add a User or AdminNote: Only Admins can add other Admins or Users to the system.On the User & Roles page, click on the Invite Users button in the upper right corner A pop-up window will appear. In the text box, add in the email address(es) of the individual(s) you are adding to the system. Press th
What is involve.ai?About
Goodbye uncertainty…Most companies have access to data about their customers. Many track it. A minority even analyze and base decisions on it, but doing so is hard, slow, manual, and quickly stale. Most companies don’t have the time or team-power to do more than analyze bits of data, here and there, spot-check, and then make informed guesses about what customers need. Hello clarity!Involve.ai takes the manual lift, stale data, and – best of all – guesswork out of customer interaction. Our AI models unify your customer data into a single view and analyze it to provide ongoing, highly accurate predictions about customer health and ways of addressing that health. The insights provided by our dashboard, and the collaborative workspaces we provide to end users to assign and track actions let your teams unlock more and more value for your customers, at every turn of the relationship. Learn moreOur website, www.involve.ai, will provide the best overview information about who we are and w
Involve.ai’s algorithm is constantly learning; the more data you integrate into your dashboard, the more accurate your customer health score. Increased accuracy means better visibility into your customer data and more actionable items (created by involve.ai or your teams). We never stop learning, and we never stop growing. This is why we are so excited to now have a Customer Intelligence Community (CI.ty) and a dedicated Ideas page. We hope that this page and this whole platform will help us gain more feedback and insight on ways to continue growing and improving involve.ai. Current & Future Avenues for Your FeedbackCI.ty: Our new Customer Intelligence (Communi)ty! As mentioned before, one of the reasons we are so excited to be launching the CI.ty is to get your feedback and general thoughts on product updates and trends faster than ever before. The Ideas page will be critical in helping us keep track of your ideas and how they are implemented. Customer Intelligence Advisory Bo
Automated customer health scores are valuable, of course, but once you know a customer’s status, what do you do with it? “Great you’ve told me my client is going to churn! Now how do I prevent it??”involve.ai’s patent-pending Named Entity Recognition (NER) model takes your data a step further through its prescriptive insights, or Suggestions: Example suggestion cards As described in more detail in our normalization article, involve.ai’s model reviews your customers’ metrics and weighs them based on your their business model, unique dataset, account sentiment analysis, and word usage patterns to generate dynamic relevance models across all industries. For example, an interaction like “Our leadership is very impressed with these outputs, let’s discuss adding seats for our sales teams as well” would translate to ROI/value achieved and Potential Upsell. Or a conversation like “With recent org changes, we no longer have the budget to continue support for this product.” would, unfortunately
Hi all! I’m Saumya Bhatnagar - Chief Product Officer and Co-founder for involve.ai, and proud parent of Mia the dog, a 90lb lap dog. Early in our company’s growth, I was on a call with our Product Designer, Kirill, when I caught Mia tangled in and chewing through my computer cords! 😱 Isn’t she the cutest?Once we were sure Mia was okay, we laughed about her mischief and a few days later, Kirill surprised me with this new Error page! And isn’t Kirill brilliant?Just like that, our in-product Customer Health Intelligence Assistant, CHIA, was born. CHIA walks users through a number of actions in the involve.ai platform, and we were excited to invite her to romp around the CI.ty too.If you have a dog (or other beloved pet) you’d be willing to post a picture of in the comments, we are dog-crazy around here and would love to see. We might share on our instagram account too!
Already have an account? Login
Now entering the CI.ty...
No account yet? Create an account
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.