Vitally users can now add variables within a new or templated Task or Note! Variables act as placeholders that automatically pull in customer data so teams can work smarter, improve efficiency, and standardize note-taking at scale.
Tasks and Notes allow CSMs to stay on track, capture important customer details, and efficiently manage their book of business. With the recent release of Note Templates, we’ve made it easier to standardize documentation across the entire customer journey.
Now, we’re making Tasks, Notes, and Note Templates more powerful than ever by adding inline variables. Variables allow users to embed and edit customer data points directly within a Note or Task without swapping to another screen.
Continue reading to learn more.
Save Time, Standardize Processes, and Improve Visibility
Vitally users can now apply account-based variables into their Notes and Tasks, making it possible for Customer Success teams to save time, standardize record keeping, and effortlessly surface customer insights for the entire organization.
For example, when taking notes during a customer call, Customer Success Managers (CSMs) typically need to remember to go back into an Account to update a field such as ‘CSM Pulse.’ Or, as a CS Leader, you might find it challenging to get your team to record customer information consistently. During a QBR, you might want to re-confirm the company size to be more prepared for an expansion or upsell opportunity.
Users can now choose from a wide range of data points within Vitally that will automatically display the associated data when creating a new Task, a Note from a template, or an existing Note. By using variables, CSMs save time and capture all the necessary details at the point of contact. Additionally, since variables are pulled directly from the data within Vitally, teams can feel confident that their data is accurate and won’t lead to confusion or user-based errors.
“As a leader, I’m most excited about the ability for my team to capture in-the-moment data and track customer history easily,” shared Hope Supernic, Director of Customer Success at User Interviews. “In addition to ensuring accurate data, having variables in documentation enables us to keep detailed and reliable notes without relying on memory or estimates."
Updating Variables for a Note or Task
Additionally, users can update the variable from the Note or Task when editable. For example, your team’s standard call Note Template may have a variable at the end to capture the latest ‘CSM Pulse.’ From within the Note, the user can update the state of the account, which will then reflect in the account’s details.
Viewing the Historical Variable States
Users can also hover over the variable to see the current value and compare it to the value of when the Note or Task was created. This gives users a quick and easy way to instantly understand how an account has changed over time.
Example Use Cases
Variables empower Customer Success teams to quickly input and access high-level customer data within Notes and Tasks. Here are some everyday use cases:
- Historical Tracking: Use a ‘CSM Pulse’ or ‘Health Score’ variable to look back and see customer health during onboarding, after kickoff calls, etc.
- Reference Fields: Pull in Salesforce fields such as ‘Last NPS Survey’ or ‘Opportunity Status’ for full context while typing a new note. Edit these fields on the fly as note variables and push the latest data back to SFDC.
- Actionable Tasks: Setup a Playbook to create a CSM Task that says, “Call the account if their NPS score drops below 7”. Use variables in Tasks to populate fields such as ‘NPS Score + Feedback’ and ‘Phone Number’ to equip the CSM with all the information they need to instantly take action.
Using variables, teams can standardize Customer Success documentation and ensure the most accurate data is visible across an organization. The opportunities are truly limitless!
Variables in Tasks and Notes are available now for all customers. If you have any questions or need help setting up the right scenarios for your organization, contact your Vitally CSM.
Interested in Learning More?
For prospective customers interested in learning more about these features and how Vitally can help accelerate your Customer Success, get in touch with an expert today.