Using Rules to automate CS needs
Rules give you the ability to leverage Vitally's powerful filtering capabilities to fire specific Actions for accounts that match your filters, either now or at any point in the future.
Only admins can create rules, so if you have admin access to your Vitally account, navigate to your Account Settings to create rules. In the navigation on the left, you'll see a Rules option under Account Management.
When creating Rules, you'll need to specify a few details:
- Name: A name for your rules (so you can easily identify them later).
- Customer set: Select if your rules should apply to any account, only subscribed customer, or only trials.
- Rules: This is where you'll define which filters customer must satisfy to match your rules. For an overview of all available filters, view our article on customer reporting. Also, note that you can switch whether rules should be applied with an
OR- i.e. apply the rules if accounts match any of the rules or only if they match all rules.
- Days: Specify how many days an account should match the rules before the action(s) are applied. This is especially helpful when configuring rules around more volatile data, like Success Metrics.
As you create your rules, we'll display the number of current accounts that match them. You can view these accounts simply by clicking on that count.
Actions allow you to configure something that should happen once accounts match your rules. We'll be adding support for new actions on a continuous basis, with these actions currently supported.
Auto-assign a CSM to the matched account
If you'd like to auto-assign CSMs to accounts based on the account's location, MRR, or anything else, this action can help!
Start a conversation with user(s) at the matched account
Naturally, starting a conversation with the right user at the right account is a critical component to Customer Success, and this action helps you do just that! You can send an email via Gmail or Intercom, auto-send it from the account's CSM, send personalized messages (using user, account, and CSM variables), and even schedule conversations to start on a delay, which gives your team time to review pending conversations and make any needed edits.
Create an Indicator for the matched account
Indicators are automated alerts that detect significant opportunity or risk states accounts may transition in to. They can be assigned to teammates, manually silenced (by marking the Indicator as addressed), and more. Check out our help docs on Indicators to learn more.
Add the account to a segment
Segments are organized subsets of your accounts, and you can use rules to auto add and remove accounts to segments.
View our help doc on segmentation to learn more.
Create a task
Tasks are to-dos created for specific accounts and assigned to specific team members. With this action, you can ensure your team members complete specific activities for accounts exhibiting specific behaviors.
Update a custom trait
Custom traits help you track data points about your customers directly in Vitally. With this action, you can set the value of a custom trait automatically for accounts that match your rules.
A popular use case for this action is to map your plan names to their monthly cost, automatically setting an MRR trait for accounts based on the plan they're subscribed to.
Show users at the account Vitally's in-app NPS survey
Vitally's NPS for B2B SaaS (free) add-on is NPS rebuilt for Customer Success. When enabled, you can pair it with Rules to limit the users at accounts that should be shown a NPS survey.
For example, you could setup rules that filter accounts to just those on an annual deal that are renewing within 30 days. Add a 'Show NPS' action to your rules, and we'll only show the NPS survey to users at matching accounts!