Pipedrive can be used for tons of reasons. Not least, Pipedrive can be used for managing customer success and its communications like they do at Falcon Social. For us, customer success gets fired up and supercharged when we combine Pipedrive with Yesware – and, man, does that combo make customer success communication easy.
My job as the customer success manager here at Pipedrive is to ensure that our clients are happy. I approach customers, introduce different available Pipedrive features and solutions that could prove to be useful for them and help them make the most of Pipedrive.
Much of this communication with customers takes place over email – it’s one of my main tools, and I send out hundreds every week. To keep track of what works and what doesn’t (which emails people open and which they don’t), I use Yesware. And to have an overview of all open deals and details, I use Pipedrive.
This combo gets me organized, and makes sure I get to keep our customers happy.
How Pipedrive and Yesware work together:
Since I work a lot from Gmail, Pipedrive’s email feature syncs information across Yesware and Pipedrive. Essentially, the forwarding feature connects my emails with specific contacts in Pipedrive. I simply forward my emails to Pipedrive by using the bcc line. You can find your smart bcc email address under the Email integration settings in Pipedrive. If I have an open deal with the contact, the whole email thread will be visible under deal details.
Having customer details and the related deal history all in one place keeps everyone on my team on the same page, since we can always check the contact’s history before contacting them.
My favorite Yesware features:
- The opportunity to save template answers and emails, and categorize them appropriately for easy access later.
- Tracking the customers’ email openings.
- The visual graph for the last 30-day email opening tracking report.
- Reminder notifications, which help me to remember when I last sent an email to a customer, and when I should ping them next for a response.
To keep track of where I am with every customer and help me manage customer success, the second part to my combo is Pipedrive. Even though I don’t use Pipedrive for sales, the pipeline is great for managing customer success, since I can get a really good overview of who requires my urgent attention.
My favorite Pipedrive features:
- The pipeline view, which is my main working view gives me a bird’s-eye view of all processes.
Deal “rotting” feature, which highlights the deals that need my urgent attention, coloring them red. This indicates the deals I should work on first.
One final tip for managing success
One final and really cool way I organize my work is using Zapier trigger actions within different pipelines in Pipedrive. For example, whenever someone from the sales team closes a deal, a new deal gets automatically added to my customer success pipeline into the “Ready for approach” stage.
This nifty automation option saves me a lot of time and helps me stay on top of everything.
That’s it – that’s how I manage customer success communications. If you like it, why not give Pipedrive a go – you can try it for free for 14 days.
