Initial Signup & Enrichment

We need to enrich the customer’s contact details with lookup from external data sources, do deep research on the company and personal background, and schedule a highly personalized sequence of emails to optimize onboarding and activation.

Customer Success

📝 Initial Signup & Enrichment

• Connect after initial signup
• Verify enriched data accuracy (manual/automated verification step)

📬 Email Sequence Handling

• Handle customer responses to email sequences
  • Positive response → escalate to onboarding specialist
  • Neutral/no response → initiate automatic follow-ups
  • Negative response → escalate to Customer Success for intervention
• Automatically pause sequence upon customer reply

🚨 Error & Issue Detection

• Proactively reach out if email delivery errors occur
• Slack alert Customer Success team upon error detection
• Trigger escalation workflow if persistent issues remain unresolved

📈 Engagement & Usage-Based Triggers

• Monitor significant usage or key milestones
• Automatic outreach to high-engagement/high-potential accounts
• Initiate proactive demos or check-in calls based on engagement data

💳 Subscription & Commercial Changes

• Replace onboarding emails upon customer upgrade to paid
• Initiate onboarding check-in after trial → paid conversion
• Proactive intervention upon subscription downgrade or cancellation

🔄 Retention & Re-engagement

• Automate inactivity detection & re-engagement campaigns
• Conduct regular retention reviews internally & externally
• Schedule quarterly or annual account reviews proactively

📊 Reporting & Analytics

• Implement internal dashboards summarizing activation, engagement, and retention metrics
• Share automated Slack updates on key customer successes and risks
• Regularly analyze successful vs unsuccessful onboarding scenarios

✨ Additional Recommended Workflows

• Feedback Collection
  • Trigger automated surveys (NPS, CSAT) post-onboarding or major account milestones
• Milestone Recognition
  • Recognize customer success milestones publicly (Slack, emails)
• Referral & Advocacy
  • Identify advocates → trigger referral or testimonial collection workflows
• Churn Prediction & Mitigation
  • Automatically flag accounts at risk of churn → proactive outreach and escalation

Implementations

// TODO: Update/Clean the below AI-generated flows to be more consistent with the intent of the workflow API