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Automate Journey-Based Customer Messaging with Zack from Vitally

Discover how Zack Joswiak, Manager - Solution Architects at Vitally, automates customer messaging based on journey stage using Playbook Automation.

About this Blueprint

Blueprints are a collection of Vitally best practices and use cases brought to you by today's Customer Success thought leaders.

Customer outreach is an important component of any Scaled Customer Success approach. There’s a craft to sending the right message at the right time.

In this Blueprint we'll explore how Zack Joswiak, Manager - Solution Architects at Vitally, automates customer messaging based on stages in the onboarding journey. As opposed to traditional linear messaging campaigns, this Playbook integrates project and task management to deliver tailored messages at specific milestones during the onboarding process.

With the help of Vitally’s Playbook automation, Customer Success teams can easily deliver tailored, personalized touch points throughout the customer journey.

How this Blueprint works

Every Playbook in Vitally begins with a trigger (this could be your Accounts, Users, Notes, Conversations, and much more). In this Onboarding Drip Playbook, you’ll see Accounts as the trigger, and a series of actions that follow. You’ll also see how branching logic is used to guide customers down different paths depending on their segmentation.

Each Conversation (email) is tailored to the customer's progress in the onboarding project, providing relevant resources and guidance to support their journey. This task-based approach ensures that messages are aligned with the customer's current stage, preventing delays or mismatched communication.

KPIs Impacted
  • Time to Value (TTV)
  • Customer Satisfaction (CSAT) Score
  • Net Promoter Score (NPS)
What data points or information will you need to complete or add?

This Blueprint is meant to serve as a source of inspiration for your own onboarding or implementation process. When creating your Playbook automation, you’ll need to pay attention to the types of filters you want to apply to target the appropriate accounts (such as customer segment, revenue data, product usage data, etc.).

There are 13 Playbook actions you can use to build automated workflows that fit your team’s needs from sending Conversations (emails) to automatically updating customer data points and much more.

How can you customize this for other use cases?

Beyond onboarding - Vitally’s Playbook automation offers several ways to reduce manual work and improve efficiency. For example, you could create similar workflows for improving product adoption, identifying expansion opportunities, or managing renewals. All of these elements are customizable and can be edited to fit your particular use case and Customer Success engagement model.

Going Beyond Playbook Automation

Today’s Customer Success teams use Vitally to boost team productivity, unlock real-time visibility, and strengthen collaboration. Explore more of the Vitally platform through the Vitally Academy or request a demo to see how Vitally can work for your organization.

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