Tech-Touch Customer Success
This page is under construction. Full content is coming soon.
Tech-touch customer success uses automated workflows, data-driven triggers, and targeted outreach to engage a large volume of accounts — typically SMB or mid-market customers — without requiring CSM involvement in every interaction. FunnelStory's Audiences, Agents, and Notifications let you build a scalable, signal-driven program that responds to real account behavior rather than a fixed calendar.
Segmenting Your Account Base
Audiences (/audiences) are dynamic account segments that refresh automatically. Define a segment using filter rules — ARR range, health tag, prediction outcome, engagement level, industry, or any account property — and FunnelStory continuously evaluates which accounts qualify.
Use audiences as the targeting layer for everything else: flow execution, notification scoping, and campaign targeting. A change in an account's data automatically moves it into or out of the relevant audience.
Triggering Automated Outreach with Agents
Agents (/agents) are automated workflows that execute based on account signals. For a tech-touch program, common trigger types include:
| Trigger type | When it fires |
|---|---|
| Activity | When an account's engagement metrics change |
| Signal | When a custom signal fires |
| Needle Mover | When a new insight is extracted from conversations |
| Schedule | On a recurring time interval (e.g., daily at 9 AM) |
| Query | When a SQL query result changes (evaluated daily) |
Each Agent run processes up to 25 accounts in parallel. Agents can post messages to Slack, create tasks, and integrate with external systems — so a single workflow can notify your team, update your CRM, and trigger an email sequence without manual steps.
Using Predictions to Identify Who Needs Attention
FunnelStory's prediction model scores every account for churn risk and retention likelihood using six months of activity data. In a tech-touch model, predictions let you carve out the accounts in your long tail that need human intervention now, while automation handles the rest.
In Renewal Management (/accounts), filter by prediction outcome (Churn, Neutral, Retention) to see which accounts are moving in the wrong direction. A high-confidence Churn prediction in a tier that normally runs tech-touch is a signal to step in directly.
Setting Up Automated Notifications
Notifications (/admin/notification) deliver real-time alerts to Slack or Microsoft Teams when specific account events occur. Configure:
- Events: Which activity or signal type triggers the alert
- Account scope: All accounts, a specific audience, or a filtered subset
- Template: What the message says (rendered with account context by the system)
- Destination: Which Slack channel or Teams channel receives it
For tech-touch programs, notifications are most useful for surfacing exceptions — accounts that have crossed a risk threshold and need a human to take over.
Monitoring at Scale
The Needle Movers page (/needle-movers) consolidates customer signals extracted from emails, Slack, meeting transcripts, and support tickets across your entire book. The system merges duplicate mentions of the same theme so you see one consolidated insight rather than noise. Use the filters to scope by account audience, impact level, or time range.
For large books of business, set up an Agent that watches for high-impact Needle Movers in your tech-touch segment and routes them to the right CSM or queue automatically.
Measuring Program Effectiveness
Use Dashboards (/v2/dashboards) to track health tag distribution, prediction outcome trends, and engagement metrics across your tech-touch segment over time. Monitor whether automated touchpoints are moving accounts from Risk or Caution to Opportunity, and adjust your trigger logic accordingly.