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Getting started with CSB for CSM| How to set up a profile


Overview

This section will help you understand how to set up your account profile in CustomerSuccessBox. It will contain information like name, contact details, calendar links, and signature. Setting it up will also get you ready for sending an automated messages to your customers.

Who is this for?

This article is primarily for the Customer Success Managers(CSM)/Account owners. The administrator needs to create an account for the CSM and assign the role of Customer Success Manager to them. 

What will I be able to achieve?

  • Setting up my profile

  • Syncing with Email and Calendar

  • Enabling calling 

  • Enabling notifications

How to set up my profile in CustomerSuccessBox?

For this, you need to first log into the CustomerSuccessBox. If you don’t have access to CustomerSuccessBox, please contact the administrator for the same. In case of any other issue, please contact the Support team(support@customersuccessbox.com) at CustomerSuccessBox.

Step 1: Adding My Profile information

This option will help you to add your contact information to CustomerSuccessBox.

  • Click on the User icon present on the top-right of the Portfolio screen. Then click on the My Profile option that appears from the drop-down menu.


 

  • Now you will be able to see the “My Profile” screen. You should enter your

    • First Name

    • Last Name

    • Phone Number

    • Title: Here, you can provide your designation. 

    • Calendar Link: Here, you can add the Calendar Link sent to your customers in the automated email, which will help the customers to book appointments with you quickly.

    • Timezone:  Here, you need to set the correct timezone in which you are working. It will help us to send you notifications at 9 am as per the selected timezone.



Pro-Tip: Please select the country code you belong to while entering your phone number.


  • Adding signature

CSM can add their customized signature in CustomerSuccessBox. The signature gets automatically added to emails sent by CSM using CustomerSuccessBox.


Pro-tip: It would be best if you also add your title as a part of your signature.


  • Adding profile picture

You can also add the profile picture of CSM if needed. It is an optional feature provided in CustomerSuccessBox to make the interface lively.

 

Pro-tip: It would be best if you add a picture with plain background with good clarity. Always choose a profile picture of a size lesser than 5MB.


Step 2: Syncing emails and calendar

Syncing Emails and Calendars will help you automatically log the emails sent & received to your customers in the CSB, which lets CSB know about your touchpoints with the customer.

  • Click on the User icon present on the top-right of the Portfolio screen. Then click on the Sync Emails & Calendar option that appears from the drop-down menu.





  • If you don’t wish to sync your emails with CustomerSuccessBox but want all the emails sent to your customers to get logged into our systems, you can add the BCC Address mentioned below to all such emails sent from your emailing systems.



  • Also, you may forward the emails you receive from your customer or the emails sent to them to the below-mentioned email address. It will also get automatically logged into CustomerSuccessBox.


Step 3: Enabling Calls

This option will help you make direct calls to your customers using CustomerSuccessBox. With the help of this feature, you will be able to make calls to customers located in 140 different countries. Also, after enabling this feature, all the calls made using the system will get automatically logged in CSB & will be counted as a touchpoint with the customer.

  • Click on the User icon present on the top-right of the Portfolio screen. Then click on the Enable Calls option that appears from the drop-down menu.



  • Then toggle the Enable Calls Button to “YES” to start calling from CustomerSuccessBox.



  • Once you have enabled this feature, you will need to enter

    •  Country Code

    •  Phone number that you want to use while making calls to your customer from CustomerSuccessBox.



  • After this, you will receive a call to verify your phone number. First, you will need to enter a 6-digit verification code that you can see on CustomerSuccessBox  screen.


Step 4: Setting Notifications

This option will allow you to receive email notifications from CustomerSuccessBox whenever a new account or a task gets created and assigned to you.

  • Click on the User icon present on the top-right of the Portfolio screen. Then click on the Notification Settings option that appears from the drop-down menu.


After this, you will be able to see the below three options,

  • Assignment Notifications : If you enable this option, you will receive email notifications whenever,

    • An account gets assigned to you

    • A new account gets added to your Playbook

    • A task gets assigned to you

  • Reminder Notifications:  If you enable this option, you will receive email notifications whenever,

    • A task is due on that particular date.

    • A Playbook or step in the Playbook is due on that particular date

  • Alert Notifications: If you enable this option, you will receive email notifications whenever,

    • A milestone gets achieved

    • An alert gets raised in the system


Pro-tip: It is advisable to enable these notifications to efficiently plan your day and don’t lose any of your customers.


FAQs:

  • Question: Can I change my First/ Last name while setting up my profile?
    Answer: Yes, you can change the first name & last name but you can’t change the email address.

  • Question: Can I have different email signatures added/ designed here other than my Gmail or Outlook signature?

    Answer: Yes, you can have a different signature. But all the emails sent manually from CSB or automated via CSB will have the email signature that you have set up in CSB.

  • Question: If I don’t hit “Save” after the call completes, will it not save the call recording or will the call itself not be logged?
    Answer: Yes, if you hit “Save” , the call will be recorded but if you don’t hit “Save”, it will log as an entry in the timeline.

  • Question: Will the incoming call get logged in the CSB, if it is from the user added in the account in CSB?
    Answer: CSB is a tool for CSM to become proactive, so we just track outgoing calls & we do not record Incoming calls. But if you still want to add that touchpoint, you can add it manually.

  • Question: For my overseas customer, I mostly use whatsapp calling functionality. Can I also record my whatsapp call in CSB?
    Answer: We do not support Whatsapp calling functionality so calls will not be linked automatically. However, you can always add the log manually.

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point of contact for any queries or assistance. You can always:

  1.  Initiate a chat directly from within your CustomerSuccessBox. Use the Chat option from the Chat icon in the left-side navigation bar.

  2. Create a conversation from here.

  3. Send an email to the Support team.

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  1. Anu Dudhat

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