The Revenue Digital Assistant for Customers Success™ has a unique characteristic. That being the need to communicate with the same set of contacts multiple times. All post-sales activities target more or less the same audience. Due to this, we have seen a need for our digital assistants to reach out to the same contact simultaneously to accomplish different objectives.
If you have multiple RDAs for CS who are responsible for different roles within a CS organization (i.e., growth and expansion, retention, renewals, etc.), then you may not have encountered our duplication detection rule, which prevents a contact from being messaged more than once within a sixty-day window. However, if you have a CS digital assistant that fulfills multiple roles, then there are chances you have run into this problem.
Let me share some cases where it is perfectly acceptable to reach out to the same contact concurrently for two unrelated objectives. For example, if a customer received a message about new product release last week, it does not mean they shouldn't receive an additional message about an upcoming renewal. The objective of these messages and relative importance is very different. Similarly, when a contact receives a message about an upsell promotion, it does not mean they shouldn't be contacted about an invite to some upcoming event or webinar. Again these two conversations are different and should be allowed to occur at the same time.
On the other hand, there are still some cases where we want to limit the contact from getting messaged multiple times to avoid overload or burnout. For example, we typically would not want to start a conversation about renewal with a customer who we are still communicating with about onboarding. Similarly we would not typically want to send a message about upselling when we consider them At-Risk and are contacting them to increase engagement in an effort to retain them.
To help solve this issue, we organized the skills into four groups.
The idea being that it was okay to start multiple conversations with the same contact as long as those conversations fall within separate groups but not okay to start multiple conversations that fall in the same group. This feature will alleviate the issue to great extent and allow customers to use the RDA for Customer Success more effectively. To find out more details and know why skills fall in the same group please review our help article.
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