Hey folks! Sorry for the delay here. Love that you are thinking of using Clay for CS use cases. We use Clay quite a bit here for building and operating our own success and support teams. Here are some things we are doing:
For support:
Every time a new ticket is opened, we drop that ticket into a Clay table, enrich the person and company with helpful info and then pass that back to our support ticketing software (Intercom) so the rep can see who they are talking to, how long they have been a customer, and what their company does.
QA engine - every ticket gets dropped into a Clay table once closed where we use AI to analyze response quality and completeness.
Documentation generation - every ticket that is not effectively assisted by AI gets dropped into a Clay table where we prompt off the content of the ticket to create a v1 of support documentation for our team to finish off and publish.
For customer success:
Automating a v1 of sales to CS handoff notes (when a deal goes into its final stage, it triggers a Clay table to summarize sales Gong transcripts, do research on the customer's company, main users, and more)
Segmenting our customer base to categorize into different customer types so we can target content + proactive success plays with the right customers.
Use our job change tracking functionality to track when our main users + economic buyers leave their company. CSMs get a notification when this happens.
Use our new hire tracking to trigger an alert when a new leader in revops/markops/sales/marketing join one of our enterprise accounts.
Run an onboarding email drip for learning Clay at your own pace.
Send CSMs a digest every day with a review of tomorrow's meetings including who will be on calls, their roles, how long they have been there, and a summary of the last call we had with the customer.
Automating the creation of a "welcome song" written via AI for our enterprise customers.
Sourcing candidates to hire as CSMs.
----
There is definitely so much more we can and should be doing. What love to hear any ideas you both have!
