Create Your Own Company Slack Assistant with Customer.io
Edward always has a finger on the pulse of what’s going on in the product, despite having neither fingers nor pulses. Edward is a bot! DigitalOcean, a cloud infrastructure provider for developers, built Edwards-Bot to help tackle VIP customer churn. As Edward Chiu, Director of Sales and Customer Success, explains:
When VIP users exhibit behavior that indicates intent to churn—defined here as destroying “droplets” at a high rate—Edward-Bot alerts the DigitalOcean team by delivering notifications in real-time to the company’s #customer-success Slack channel. From there, the team knows immediately who to reach out to and when. Edward-Bot is even programmed to share the user’s typical behavior pattern to help give the humans important context.
Edward-bot frees up the customer success team to focus on more complex priorities while alerting them when it matters. It’s part of the company’s customer-first approach of paying close attention to user behavior and account health to create a great customer experience. In fact, this strategy helped decrease VIP churn to 0.69%.
Of course, not every team has the developer-time or resources as DigitalOcean to create their own Edward-Bot. That’s why we’re excited that our new integration, Customer.io’s Slack Action helps any team create their own customer pulse Slack bot.
Let’s explore what types of customer data to send into Slack and how this automation can help your team work better, together.
When our sales team sees a Slack message like this, where someone signing up has relevant questions, shows a ready willingness to buy, and has target attributes — they know it’s go-time to get in touch!
Here’s what the Action looks like under the hood, in the workflow composer:
One of our company goals for the Actions launch is strong customer adoption. Using the Slack Action is a neat way to see if we’re making adoption progress and identify which Actions are getting faster uptake (Slack is winning!).
You have excellent relationships with all your customers and a pulse on every single one of their needs, right?… It’s nearly impossible to stay on top of this.Enter Edward-Bot, who diligently checks on DigitalOcean users. Edward-Bot flags whoever might need help from a real human representative:
How to Curate the Push of Customer Data to SlackResponding intelligently to customers requires understanding how they’re behaving. If you’re using Customer.io, you’re already sending that behavioral data through to create segments and messaging workflows. Simply add Slack Actions to funnel that data into Slack. By setting up super-precise automation rules based on your customer attributes and behavior, you can trigger messages to designated channels or directly to team members. Create specific channels for behaviors to monitor, like #new-users or #VIPcustomers, or add them to existing ones in use.
Activity Stream for Critical Events and TransparencyThere are broad customer behaviors that everyone on your team would find interesting. These tend to be critical events in the user lifecycle, such as:
- upgraded plan
- downgraded plan
- conversions to paid accounts
- invited team member
Use targeted notifications for priority intelligenceThe ability to pick out the signals amidst the noise is powerful, because it helps you prioritize well. That’s why you wouldn’t want Edward-Bot to necessarily report on every single user’s droplet destroyage. It’s not efficient to spend time reaching out to small customers who switched from $5 to $2 a month payments. But dropping from $5,000 to $2,000? Now that’s worth at least a follow-up email from a customer success rep. Maybe even a phone call! There’s an easy solution here: get targeted with customer attributes and behavior triggers to create purposeful notifications. What these look like will probably depend on your particular business and team goals, but here are some ideas for more specific triggers: Important positive behaviors:
- New signup from a customer with high MRR
- Customer increased their plan to enterprise account
- Someone has been a customer for 1 year
- Key activity has increased, indicating readiness to upgrade
- High NPS rating
- When a customer drops off in key activity (like Edward-Bot)
- When a VIP customer increases key red-flag activity, like exports of their data
- When a customer hasn’t logged in to your app in 14 days
- A very active user’s free trial expired AND they haven’t logged on in 3 days
- Low NPS rating
Use and enrich attribute dataDon’t forget about attribute data to give context to behavioral events! If you’ve captured information from any signup forms or are using a data enrichment tool like Clearbit, your Slack Actions can get very specific. This can be especially handy for managing lead or sales stages, when you haven’t had as much time to create relationships and history with a customer. For example, the sales team can get pinged when Customer.io and Clearbit register new accounts from:
- leads from companies in software industry
- someone with a target persona title or seniority, like “VP of Marketing”
- companies with over 300 employees