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The How-To’s of Interacting with Zoe in Slack

Interacting with Zoe in Slack Tutorials

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Here’s the situation. Your Totango administrator has activated your free trial of Zoe in Slack (or they can right now on this page). You’ve thought of some excellent ways to leverage Zoe to put your customer first and make an impact (or you can get some ideas, based on the department you’re in, from this article.)

Only one thing missing. You’re not sure of the steps to take to realize the value you know is available from Zoe. And that’s what this article is all about: we will walk you through the major interactions you can have with Zoe in Slack, as well as some of the steps in the Customer Success Center to optimize Zoe for your company.

Data on a Specific Customer

Let’s start with one of the most powerful capabilities of Zoe: democratized access to customer data. With just a simple “@zoe tell me about <account>” command, you’re able to access the key data on that account and drill-down into metrics like Touchpoints and Usage. Here’s everything you can access about a specific customer:

Data on a Segment of Customers

Zoe is an access point to the rich data in DNA-CX and the powerful segmentation engine developed for the Customer Success Center. By typing “@zoe show me <segment name>”, Zoe will present a summary of the accounts in that segment, and guide you to dive deeper into the data on each account. Here’s a walkthrough of the process: 

Creating Segments for Zoe

To access segments in Zoe, they must first be created in the Customer Success Center. The process is no more complex than creating any segment in the Customer Success Center, but there are some important considerations, like where the segment must be located in order for employees to access it via Zoe. Check out this video about best practices around creating segments specifically for Zoe: 

Creating Impact Steps

Now that you’re armed with the customer data you need to be successful in your job, you can create cross-functional missions to benefit your customers. These Impact Steps are tracked and visible to anyone in your company and provide daily alerts to anyone who has signed up. Impact Steps are created from within the Customer Success Center and shared with others in your company in Slack to find volunteers. Let’s go through the process of creating an Impact Step: 

Participating in Impact Steps

Impact Steps encourage and enable everyone in your company to get involved in the customer cause and make the customer the focus of everything they do. Employees from any team can join Impact Steps and share their expertise to benefit the customer. Watch this video to see how easy it is to join the customer-centric customer culture:

Zoe is learning and expanding its features and capabilities constantly, so stay tuned for future articles with additional helpful tutorials on how to maximize the power of Zoe for you. In the meantime, make sure your free trial is activated and get going with Zoe today!

Ravit Danino

As our head of product, Ravit is building the next generation of Customer Success. She brings a wealth of experience leading product at Marketo, HP, and Mercury Interactive.

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