Indicators (i.e. alerts) help your team be proactive with your customers by automatically highlighting customers that transition into risk and opportunity states. This month's release improves upon that notion by giving you more tools to manage and address your active Indicators. Let's take a look!
View and analyze all active + ended Indicators
To start, we've built a new view that lists out all your active Indicators in a much more streamlined manner. For each Indicator, you can easily see:
- The customer it is active at
- How long it's been active for
- Who is assigned to it (see below!)
You can also add any customer column you like to this view, giving you full control to display your most important data.
You can also do quite a bit more here with your Indicators, including:
- Sort and filter by any customer data point
- View past active Indicators that have since ended
- Display Indicators for trial vs subscribed customers
- Display Indicators assigned to specific teammates
Speaking of assigning Indicators...
Assign Indicators to teammates
Once an Indicator is active at a customer, you can now assign a teammate to investigate the Indicator. There's a few ways to do this:
Method #1: Auto-assign specific Indicators to specific teammates
When creating or editing an Indicator, you can now select a specific teammate to be auto-assigned to the Indicator once it is applied to a customer. Additionally, you can also now auto-assign the customer's CSM (if there is one).
Method #2: Bulk-assign active Indicators to a teammate
Our new Indicators view gives you the ability to easily assign multiple Indicators to a teammate.
Method #3: Assign a single Indicator to a teammate
Each applied Indicator now comes with a view that details the history of that Indicator at the customer. This view also allows you to assign the Indicator to a teammate.
Of course, with this new ability to assign teammates to investigate specific Indicators, it only makes sense to allow that teammate to provide feedback on their findings, which brings us to...
Leave notes on Indicators and mark them as 'addressed'
Once an assigned teammate investigates an Indicator, we also now support one of two likely outcomes:
- Leave notes about the Indicator as you work on resolving it. For example, let's say the Indicator has flagged a customer as a churn risk due to low product usage or misconfiguration. Naturally, someone on your team will want to work towards improving the customer's product usage so that the Indicator is no longer active. In scenarios like this, users can now leave notes on Indicators as they work with the customer to resolve the issue.
- Mark the Indicator as 'addressed'. Certain Indicators may be permanently applied to customers, such as ones highlighting potential high-revenue opportunities. On the other hand, other Indicators may simply be false alarms. In both cases, you may want to simply 'silence' the Indicator to eliminate noise and signal your team that any issue has been addressed/resolved. We now support the ability to mark Indicators as 'addressed', which will put an immediate end to the Indicator. Of course, you can also undo this state if you'd like to reactivate the Indicator.
More easily apply Indicators to only subscribed (paying) or trial customers
When creating/editing an Indicator, you can now select if it should apply to all customers (default), subscribed customers only, or trial customers only.
Indicators can also now be 'paused', which will:
- Put an immediate end to any active, applied Indicators
- Prevent the Indicator from being applied to future customers
This provides a significant benefit over deleting the Indicator since 1) the history of past applications will be maintained and 2) you can easily resume the Indicator if desired.
Search string traits using 'contains' and 'does not contain' filters
When filtering by a string trait, you can now search trait values using a substring of the targeted value.
We also launched several changes to address both our own GDPR compliance as well as to help you stay compliant when using Vitally. We detailed these changes in an earlier email, so we'll save you the recap here 🙂
That's it for now. Interested in trying these new features out? Our beta is ending (very) soon, but you can still join it before it ends - it's 100% free! Or, follow us on Twitter for future product updates.
The Vitally team