Welcome Aboard
We are excited to have you join us on this journey.
This is the enhanced version of our platform, it puts more power in your hands, allowing you to customize actions and manage customer success like never before.
Let’s walk you through everything you need to get started!
What to Expect After Signing Up
Once you sign up, you’ll receive three important emails:
1. Activate Your Account | GoCSM
Click the “Start using GoCSM” button to set up your password and begin accessing your account.
2. To-do before the Onboarding Call | GoCSM
A little ‘ Home work’ before getting on the onboarding call will help save time.
2 . Welcome to GoCSM Affiliate Program!
Earn extra commissions by promoting GoCSM. Share your affiliate link from this email to start earning rewards.
Important Setup Steps Before Using GoCSM
Before diving into GoCSM, you need to configure a few essential settings, much like setting up a GHL account
1. Setup Your Business Profile:
Navigate to Settings > Business Profile.
Add:
Your Logo
Company name
Business/support email
Phone number
Branded domain. Click here to learn how
For Branded Domain we usually suggest using csm.companyname.com
2. Email Sending Domain:
Go to Settings > Email Services
Add your sending domain to match your company/support email for better email deliverability.
3. Buy A Phone Number:
Go to Settings > Phone Numbers.
Purchase a support phone number for SMS confirmations, notifications, and reminders.
Turn on Manage Scoring
Scoring users is important, but GoCSM takes it a step further. Now, you can trigger actions based on user scores and adjust those scores automatically from login activities, product adoption, and other key behaviors.
Take Your User Scoring to the Next Level with GoCSM
To get started, simply go to the settings in the left sidebar menu and enable the Manage Scoring feature.
Get Started with GoCSM
Now that your basic settings are configured, let’s get GoCSM up and running.
Head over to the Dashboard and select the “Setup GoCSM” dashboard to begin the following steps:
Custom Links
Custom links will help in tracking feedback, managing tasks, and scheduling important sessions with your customers.
Locate your custom links from your GoCSM account and paste it to the form.
Support Feedback Form Link:
Go to Sites > Forms > Builder, copy the Support Feedback preview link, and paste it into the form.
Task Form Link:
Go to Sites > Forms > Builder, copy the Task Form preview link, and paste it into the form.
Success Session Calendar Link:
Go to Settings > Calendars, activate, and copy the permanent link of the Success Session calendar, then paste it into the form.
Feature Walkthrough Calendar Link:
Go to Settings > Calendars, activate, and copy the permanent link of the Feature Walkthrough calendar, then paste it into the form.
Affiliate Sign-Up Link:
If offering an affiliate program like First Promoter, paste the signup link here.
Get Started with GoCSM
Integration in GoCSM
Follow the integration instructions provided on the Dashboard. These steps will ensure all parts of your GoCSM account are working together smoothly.
After connecting GHL to GoCSM. Wait 20 minutes before connecting Stripe.
Plans Configuration
Connect Stripe:
After 20 minutes, log back into your GoCSM Setup Dashboard to connect Stripe.
Configure Plans:
Navigate to Plans Configurations > Services > Add New
Add all the services that you offer in your agency (Dashboard, Automations, Marketing, etc.)
Next, Navigate to Plans & Packages > Configure
Select a color for each plan, add services included for that plan and CSM hours Allowed.( If applicable) and save.
You are All Set!
With these steps done, you’re set to make the most of GoCSM. Need help? Email us at help@gocsm.com.
GoCSM Workflows
As you get started with GoCSM, it is essential to understand the workflows that will help you manage your team and customers better:
Internal Notifications:
These keep your team in the loop about important events. They include notifications for:
-New User Sign-Ups
Notifies the team when a new user signs up.
-Changes in user happiness based on feedback
Alerts the team about shifts in customer satisfaction.
–Inactive User
Alerts the team about users who have become inactive for more then 7 days.
-On reaching Milestones
Shares when users hit certain scores.
-Payment successes and failures
Informs the team about payment statuses.
-Meeting/ Task reminders
Nudges about upcoming meetings or tasks.
-Qualified for Affiliate Program
Alerts team when a user qualifies for the affiliate program based on their score.
You can easily adjust these workflows to fit your needs.
Customer Touch
These workflows help you talk directly to your customers, they cover:
-Onboarding Welcome
Sends a welcome email to new users.
-Happiness Level (Unhappy, Happy, Neutral)
Communicates with customers based on their feedback.
-Product Adoption Emails (Used/Unused Features)
Encourages usage of features, by sharing tips & tricks OR to ask them to book a success session or feature walk through session.
-Inactive User
Re-engages users who have become inactive.
-Financial Management (Payment Failure Emails)
Notifies customers of payment issues.
-Meetings and Sessions
Sends reminders for scheduled walkthroughs and success sessions.
-Task Management
Acknowledges receipt of support requests form submission.
-Affiliate Program Communications
Engages with users about the affiliate program.
30-Day Check-In -(After 1 Day, 7 Days, 14 Days, 21 Days, 28 Days)
Regularly checks in with new users over the first month.
Each workflow in this folder is drafted with default messaging that you can personalize to better match your brand’s voice. You can adjust triggers, add more conditions, and activate them as needed to fit your specific requirements.
For more details on all workflows, check out our full guide.