Welcome to fall!
As we approach the end of the year I wanted to reach out and share some reminders, updates, and helpful tips. If you have any questions about who your Customer Success Manager is or how to get in touch with them, please reach out to me directly. I am also always happy to hop on a Zoom and have a chat if you have any questions or concerns I may assist with; you can book time on my calendar here.
Customer Success and Support Team
Your Customer Success Manager is not just your coach through the onboarding process! Your dedicated CSM is always available to hop on a call and review any questions or concerns you may have about the platform, and they will also reach out periodically to schedule your Communico account review.
Before the call, your CSM will audit your implementation to review what features you have enabled and will check to see how you are utilizing your Communico modules. They will make a list of any features that are not currently turned on and review them with you to ensure you are aware of all the latest and greatest enhancements available to you. Your review call is also a great time to let your CSM know of any questions you may have about best practices or to request any additional training you or your team may require.
We also have our dedicated support team that is ready and able to help with any issues you may encounter. You can easily open a support ticket by sending an email here and a ticket will automatically be created for you. When opening a ticket, the more details you can provide, the better! Any information is helpful so the support team can begin investigating straight away.
Communico College is also a great place to look for easy, self-help guides, and we are currently putting the finishing touches on our partner-facing knowledge base. Once launched, the knowledge base will be a searchable database where you can go to find how-to articles on all our modules.
Please make sure you sign up to receive the latest updates from the product team or check out the posts here. Once signed up you will receive email updates any time a new post is uploaded as well as receive our product update emails, ensuring you are the first to know any new features are released.
Pro Tip - Rescheduling Events
Depending on what outcome you’re looking for you have two options when you need to update or reschedule an event that has already been published. By default, if there are customers registered for an event the box to notify them will automatically be ticked, and a notification via email and/or SMS will be sent letting them know about the change. This action will also create a grayed out, rescheduled event on your calendar.
But what if you do not want to notify the registered customers about the change? If you need to make a simple update and do not want a rescheduled event to appear on your calendar nor do you want to send a notification to registrants, simply select the ‘update only, do not mark as rescheduled’ option before saving and that’s it! No notifications and a rescheduled event will not be created!
New Customer-facing Mobile App
As you may have heard we have completely reimagined and rebuilt our customer-facing mobile app, Connect (formerly known as Engage). We are so excited to begin migrating our existing partners to the latest version and we know you are too! We feel the fairest way to roll out the updated version is to migrate partners in the order in which they launched their current app. Your Customer Success Manager will be in touch when it is your turn to begin the process.
You’ve already done most of the leg work with your original app, so when it’s your turn, your team will only be required to make design choices on how you would like the updated version to look. We have a worksheet to help you make these decisions, and the team is available throughout the entire process to ensure you are completely happy before the new version is launched. The latest version will be pushed into the app stores as an update so there will not be any need for your customers to download a new mobile app.
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If you do not currently have a Communico mobile app but are interested in learning more about adding one to your implementation, please click here to schedule some time to talk! Feature Reminders In addition to connecting to third-party tools such as your ILS, we also have many other third-party integrations available to you to help make things easier and more efficient for you, your team, and your customers. We have a seamless integration with Zoom, allowing you to offer both virtual and hybrid programs, virtual appointments, and virtual meeting room reservations. If you charge for your events and/or room bookings, we have integration with PayFlow Pro, allowing your customers to pay for their bookings in advance via credit card (offline payments options are still available, too!) We also have integration with two different lock providers: RemoteLock and OpenPath. After you purchase the hardware and have it installed, your Customer Success Manager can assist you with configuring your locks to the designated room. Once connected, the customer will receive a unique code when their room booking is approved granting them access to the space only during the designated reservation time. If you would like information or have questions on how to use any of these integrations, please reach out to your Customer Success Manager or the Support Team. Housekeeping As we head into the holiday season, don’t forget to update your hours and exceptions! You can enter all your special holiday hours as far in advance as you’d like. When you update your hours in the Control Panel it will update platform wide in places such as your event pages, mobile app, and anywhere you may have a location widget on your site. It’s also a good time to check what titles you have in your recommended reads widgets in your mobile app and on your website and update those titles accordingly. It is a fantastic way to promote recent and featured titles, putting them front and center for your customers to see. If you don’t have one already, the team can embed an HTML widget on your mobile app home screen allowing you to advertise, promote, and share important updates with your customers. If you’d like to add one or have any questions on how to update an existing one, please reach out to the support team. |