Overview

One of the major focus of CustomerSuccessBox is actionability. This article will cover connecting your Gmail account to CustomerSuccessBox. Once connected you don’t have to switch between tabs (or systems) to send out emails to your customers.

Who is this for?

This article is for each and every member of the Customer Success team who already communicate or want to communicate with Users of Accounts created in CustomerSuccessBox.

Why should I connect my Gmail to CustomerSuccessBox?

Connecting your Gmail account to CustomerSuccessBox enables you to

• Leverage the two-way Gmail integration to sync your customer communications with CustomerSuccessBox
• Track the Relationship Health with your customers
• Get timely Alerts when there has been no communication/touchpoint with the customer over a specified period of time
• Send out emails to your customers directly from CustomerSuccessBox via your Gmail account
• Reach out to Users belonging to an Account directly from CustomerSuccessBox

Configuration

Note: Due to an increase of scope to Google's ongoing commitment to protecting your data, it is required as of now to whitelist CustomerSuccessBox Gmail OAuth App in your GSuite by adding it as a Trusted App. This step is required to be completed by your G-Suite admin with Super Admin privileges. Learn More

How do I connect my Gmail inbox to CustomerSuccessBox? 

To start receiving and sending emails directly from CustomerSuccessBox, you need to link your Gmail account first. This needs to be done by each CSM individually.

To connect your mailbox to CustomerSuccessBox, 

1. Navigate to Email sync settings from your Profile dropdown on the top-right corner
2. Click on Gmail
3. Log-in with your company email-id and Voila, the setup is complete!

NOTE: We start fetching emails from the current day on connection and regularly sync all connected mailboxes every thirty minutes from the previous sync. We only bring in emails which are associated with Users on an Account.

How does CustomerSuccessBox know which emails to sync from Gmail?

Users need be present in CustomerSuccessBox under each Account with a valid email address in the business email field. This enables CustomerSuccessBox to identify the email conversations that need to be synced. 

NOTE: As long as the above conditions are met, CustomerSuccessBox syncs Emails irrespective of whether they are sent using CustomerSuccessBox or Gmail  Any Email received from the User of an account

Send out emails and review synced emails

How do I send emails from CustomerSuccessBox?

When you open any of the Accounts in your portfolio and the Gmail account is authorized for your profile, you will see an active Email tab. From here you can select a pre-existing template and/or send an email to any User (with an email associated to it) belonging to that Account. 

You can create Email templates from Campaign and Plays > Templates.

How do I review synced emails in CustomerSuccessBox?

Click on the Communication tab, just below the Email window to view all the emails that has been sent to or received from the Users under that specific Account.

How can I reply to and forward emails?

You can also Reply to and/or Forward emails by navigating to the email log in the Communication tab and clicking on the Reply, Reply All and Forward button on the email log. 

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 may also,

1. Initiate a chat directly from within CustomerSuccessBox. Use Chat option from Chat icon in left side navigation bar
2. Create a conversation from here
3. Send an email to support@customersuccessbox.com