Why should every Customer Success team leverage Plays?
We at UserIQ strongly believe that the key to cracking the code on being a successful Customer Success team (or any IT team for that matter) comes down to identifying desirable outcomes that contribute towards that team's success and ensuring that those outcomes are consistently achieved– time over time. These desirable outcomes are achieved by performing a set of tasks in a certain order, and based on our expert analysis over the past decade, repeatability of those tasks in that exact order will most definitely result in the exact same outcome. Plays at UserIQ will enable your Customer Success teams to achieve exactly that–repeatable consistent success.
How to create Plays?
Our Plays world resides on our top navigation bar > PlaysLab (insert screenshot) and once you navigate to Plays, you would have to click on the Create Play button. This will take you into the Play Builder, which primarily consists of three sections:
1. Play Details
2. Play Triggers
3. Play Tasks
This is the part of the Play Builder where you would configure a) Play Category b) Play Assignment c) Play Filters.
a) Play Category lets you choose an already existing category if you created it already and if not, you can create a Play Category directly by starting to type the Category name and then choosing the "Add Category" button. Categorizing Plays will make it easy to review them at a later point in time.
b) You can Assign this Play either to yourself or any of your team members by choosing from the drop-down. Doing this will assign the Play Owner. Please note that a single Play can consist of multiple Tasks, and each Task can have its own unique owner(s), however, there can be only one Play Owner, who owns the entire Play.
c) You can choose to apply this Play to all of your Accounts/Users by choosing those Filter options respectively from the "Apply this Play to" dropdown (or) you could also user our filters to choose a specific set of Accounts/Users. The Play's Trigger conditions which you will configure as a part of next steps in the Play Building process will only apply to the set of Accounts/Users you set in scope on this step. For example, if you choose to set your filters to just one Account Named "Acme, Inc.", and you have the Play's Trigger conditions to fire whenever the "Health Score decreases by 2 points", this Play will only trigger when the account "Acme, Inc."'s health score decreases by 2 points.
Please also note that the Filter options affect the Triggers you can choose in the next step of Play Building. If you choose Account level filters, only the corresponding Account level Triggers appear as available triggers and vice versa.
Triggers are the most important part of building Plays–this is where all of the magic happens. Based on the type of filters chosen on the previous step of building Plays, the corresponding Account/User triggers are available to use as triggers. Although the Trigger name could be the same, the scope changes to Account/User level respectively based on what you choose as Filters. You could choose multiple trigger conditions as a part of your trigger configuration, but please be aware that all of these triggers are combined by OR logic at this time. Below are some of the most useful Account and User level triggers:
Account & User Level Triggers
1. ARR/MRR: Often times, your most important customers are your largest paying ones. These filters let you trigger targeted Plays when an account ARR/MRR is updated.
2. Stage: Based on the phase of your customer's journey, targeted Plays can be assigned as they progress from Onboarding through Renewal.
3. Pulse: Pulse is a gut check for how your accounts are doing and you can have Plays triggered for the slightest of change in Pulse to get them back on track.
4. Last Communication Date: Not having consistent touch points with your customers could be one of the driving factors for churn. In order to prevent that, you can setup a Play to be triggered for any account once the Last Communication Date is past 30 days for example. The Tasks under this play could be a) for the CSM to reach out to the account right away and b) their manager to potentially reach out to the CSM to ensure everything looks good on the account.
5. Last Activity: Another biggest driver for Churn is non-usage of your software/services. Last Activity lets you capture exactly that and enables your CSMs to be proactive in reaching out to your customers as soon as they see a dip in usage.
6. Surveys: Sending a thank you note for your Promoters could go a long way. Similarly, personally reaching out to your Detractors and collecting feedback could potentially be your first step to help turn their ship around.
7. Engagements: There are a few Engagement based triggers that your CSMs can leverage to take decisive actions based on either the completion of an Engagement or lack thereof.
For additional information on Triggers, please refer to our documentation on A Guide to Play Triggers.
Last but not the least, Tasks enable your teams to execute steps that are to be taken in the event your Triggers conditions are fired. You can add as many Tasks as you would in the Play Builder and assign those tasks to any UserIQ admins. Each of these Task's assignees need not be the same person and you can distribute those tasks amongst the team as needed. If employee rotation is a concern, you can also assign these tasks to generic roles such as an Account Owner / Champion etc. as needed and the assignees will be determined at the time of Trigger execution.
You can type in the title and description of your Task in a free response field. There is also a time component built into these Tasks and you can set a due date for your tasks 'x' days/weeks/months from the date your Play Trigger activates an instance of your Play. The default option for Task continuation is to wait until the current assigned Task is marked as completed before triggering the next Task in the sequential order. However, there is a checkbox in the Play Builder that enables you to continue on to the next Task if the current Task is not marked as complete before the set due date.
The assigned Tasks reside under the Tasks section on the top navigation bar. Once you navigate there, you can notice that the most recent Tasks are visible under the "Recently Assigned" bucket. You are able to move it to a different bucket as needed using drag & drop motion.
For additional information on Tasks, please refer our documentation on Tasks here.