Automate Customer Task Completion with New Playbook Actions
Leverage Playbooks to build and automate intelligent workflows that reduce CSM time spent on closing out repetitive Tasks completed throughout the customer journey.
When it comes to your trial users, don't leave anything to chance. Learn how you can automate your trial process and engage prospects for the win.
SaaS (Software as a Service) companies offer free trials in around 44% of cases. For these businesses, enhancing the trial experience is key to increasing conversion rates. After all, a trial allows a prospect to confirm whether they’ll receive value from your product or not. It's a bit like dating. Are there any red flags? Is this person who they say they are?
So the question is, how can Customer Success teams create a great trial experience without consuming a lot of resources and time? We’ll show you how we empower teams to automate trials with Vitally’s Customer Success Platform.
First, let’s explore why SaaS organizations may have a hard time tracking trials. For example, let's say you have a Customer Relationship Management (CRM) platform. In this case, you might manage trials using a pipeline stage or a simple field.
Although CRMs can tell you which accounts are actively trialing your product, they rarely provide insights into user behavior. To even enrich CRMs with usage data is typically a huge undertaking and requires dedicated technical resources.
With Vitally's wide range of Product Analytics integrations, teams can easily and effectively manage trials from start to finish. You can segment trial accounts from existing customers and designate health scores specific to trials. Moreover, you can create a variety of automated workflows and view built-in reports on trial conversions.
Tracking trials with a Customer Success Platform (CSP) can help teams provide a seamless experience for their customers. For example, you can set up a Playbook workflow to automatically segment trial accounts (e.g., SMB Trials vs. Enterprise Trials vs. Subscribers). This can help you separate activities and maintain a clean and organized database.
In addition, you can create a Project Template that outlines what steps need to be taken whenever a prospect requests a trial. A "Trial Setup" Project could include the following Tasks:
You can then augment this process even further by using Automation to complete and assign next steps.
There are numerous ways you can use Automation to promote a successful trial. With Vitally's powerful workflow builder, you can trigger certain actions to occur whenever a user does a specific activity in your product.
For example, a user who increases their daily product usage or turns on key features is likely to be a highly engaged prospect. You can then auto-assign a Task to the Account Executive to do a personalized follow-up and secure the deal. Or, if user engagement is low, you can create a Playbook that sends an in-app message to re-engage the user.
In addition, Playbook automation allows you to not only identify certain buying signals, but also proactively engage with high-intent buyers. You can send email nurture sequences, assign critical Tasks and Milestones, and more without much manual effort. Here are a few examples of workflows that SaaS Customer Success teams may use during a trial:
Vitally offers a wide range of capabilities that teams can use to build the most effective trial automation:
Automation can help you scale your trial motion to new heights and create an engaging experience for everyone involved. For any additional questions, please contact your Vitally Customer Success Manager or learn more in our help center.
Get in touch with an expert today to learn more about these features and how Vitally can help accelerate your Customer Success!
"I can sleep at night [with Vitally] because now we can focus on what we love to do, which is talking to customers and driving that value, and not trying to figure out exactly how they're using us and what features are getting used or not. That's all at our fingertips right now."
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