I'm building and owning the tech touch segment for my company, Gainsight. We're calling it the "Digital Led" segment.
- In-product drop down widget in which customers can submit questions/issues, and mark their request as Technical Issue, Best Practice, How-to, etc.
- Technical issues will be routed to our Support team
- Best practice and how-to product questions will be routed to a CS team member, me (CTA automatically created to take action on)
- In-product self serve widget integrated with our knowledge base and in-app product guides
- Weekly "Office Hours" promoted to all customers (AMA, use cases + product,... (More)