Customer Success

Every Customer Success manager would agree that keeping track of all customer interactions can be challenging. Would not it be simpler, if you could identify the different types of check-ins you are scheduling in the Scheduler?

The Cronofy Scheduler provides Tags to help categorize your Scheduling Requests for later analysis.

In this guide, we will show how you can use tags through the case of scheduling a check-in with a high-value customer who has been identified as being at risk of churn.

Creating your request #

Alongside filling in the details of the meeting you want to schedule, you can provide additional context around the meeting through tags:

Screenshot of Cronofy Scheduler link creation tool with the tags section highlighted

The more tags the better - for customer success you may use a combination of tags.

Tags may help indicate the type of meeting:

Onboarding - to indicate the meeting relates to an onboarding session
Check-in - to indicate the meeting is a regular check-in
Renewal - to indicate the customer is coming up to renewal
Upsell - to indicate the meeting is to upsell the customer on new features
Product support - to indicate the meeting is to provide support or advice to the customer around using your product

Or some attributes about the customer:

New customer - to indicate this meeting is with a new customer
High value - to indicate this meeting is with a high value customer
Churn risk - to indicate the customer is at risk of churning

Top tip #

You can also create tags that are more specific to you, such as:

Each plan level having a tag like Plan - Startup
Each product line having a tag like Product - Flux Capacitors

The more context you can add to your scheduling links through tags, the better. This gives you more options for filtering and analyzing your schedule in future.

For our example, we are scheduling a check-in meeting with a high-value customer who has been identified as being at risk of churn. To capture that context, we would add tags to our scheduling request like this:

Screenshot of Cronofy Scheduler link creation tool with the tags section filled in with values of "Check-in", "Renewal", "High value", and "Churn risk"

Once you have added the tags relevant to this scheduling request, you can continue to create your scheduling link to share with your customer as normal.

Easily finding important scheduling requests #

As we’ve added additional context to the request through the use of tags, we can then more easily find them in the collection of all our scheduling requests.

For example, once a week you may want to check on all scheduling requests with customers flagged with Churn risk where they have yet to select a time, so that you can reach back out to them.

To do this, you can visit your Scheduler Dashboard:

And add a filter for the Churn risk tag:

And also that are in a state of Pending:

We will then see a list of just the scheduling requests we are interested in following up on:

Similarly, we could have an overview of all the meetings with High value customers:

With the extra context provided through the use of tags, you are providing Cronofy with extra information to help you manage your schedule more effectively. To learn more about this, please review our dedicated Reporting page.