Coming Soon: An Upgraded Touchpoints Experience!
We did a lot of listening to our users and went back to the drawing board with a few good ideas — our goal was to improve the adoption of the Touchpoints feature and incorporate all of the insights we gathered.
Conceptually, the Touchpoints feature is a big win for customer success teams. With the power to manage meetings and stay on top of updates and tasks, CSMs were empowered to remain productive and track all of the accounts they handled. Touchpoints helped them with the following key items pretty well:
- Schedule meetings from FSU Google and Outlook integrated
- Prepare beforehand for productive meetings
- Take notes in one place
However, a few critical things stood out — the Touchpoints slider was too busy, and users found it hard to navigate and digest the key details around the Touchpoint meeting. It was also missing the features that allowed them to capture details. On the other hand, they found the meeting workspace too big, although they used it extensively to link goals and capture meeting updates.
Considering all of this feedback, the team reimagined the slider and note-taking experience by combining their elements together!
You’ll notice how easy it is to add a task list and notes (which could be done in the meeting workspace earlier) right when the Touchpoint is being created:
Here’s a before and after view to digest the upgrade in terms of the UI:
In addition, we’ve made sure to help users add tasks easily and removed the association of Goals at this stage since it is done later after a meeting concludes.
The story doesn’t end here, though.
The second significant change is that ‘Interactions’ won’t exist anymore. By definition, ‘Interactions’ are logs of what happened during the meeting with a customer.
Typically, you would capture particulars around the interaction — the customer/contact, when it happened, the type of interaction, and the details.
In its revamped avatar, Touchpoints are ‘Interactions’ — the creation of a Touchpoint incorporates the creation of an Interaction within it.
The Touchpoint creation slider will walk users through cataloging any kind of interaction with customers and syncing it to calendars (for proactive meetings to be scheduled), capturing notes/updates (for meetings that occurred previously), and tracking the associated tasks effortlessly.