CSM’s and Product Managers are reactive when new features or upsell features are released. This solution will enable CSM’s and PM’s to know when their customers are engaging with this feature the moment it is interacted with.
Step 1: Enable the webhooks feature
In order to use this play, you will need to have webhooks enabled. Heap’s event webhooks integration is currently in beta, so reach out to your Customer Success Manager or our Support Team to enable this feature for your account.
Step 2: Determine which event indicates your feature is used
Once webhooks are enabled in your account, you will identify which action you are looking for that indicates a customer is engaging with your feature. Is this a button click, page view, or series of actions?
Be sure this event is defined in your account. If your event is not defined, use the event visualizer to define it.
Step 3: Build your Webhook
Once the webhook features has been enabled in your account and you have ensured the appropriate events are defined, you will then build your webhook. This will be done via “Integrate” and then “webhooks” from the left nav.
Select “New Webhook,” and give your webhook a name (i.e. Customer Uses X Feature).
Choose the URL where the webhooks will trigger POST requests, such as Slack or Segment.
Next you will determine what information would be helpful to know about your users when they take this action. For example, their identity, device, and referrer may be helpful context for the PM and CSM to have when they reach out to the customer. Give the data a name with the “Key” field and choose “Property” from the drop down menu and select the properties you would like to pass through.
Finally, choose the event you wish to be alerted of. This will be the Trigger Event.
Step 4: Test your Webhook
Verify the webhook is functioning correctly by triggering the event. Using Heap’s live view, be sure to confirm that any properties you expect to see associated with your trigger event are firing as well.
We recommend creating a Slack channel specifically for these alerts and inviting the team members responsible for responding to the alerts.
Usage alerting can have a powerful impact on any go to market team member. Product Managers can leverage usage alerts to reach out to customers for immediate feedback on features or tools. Customer Success Managers will be able to immediately contact customers once they’ve used an upsell or cross sell feature. Sales teams can reach out in real-time for hyper personalized customer engagement. Any team can monitor their key KPI’s in real time, or even leverage webhooks to stream product usage data to 3rd party tools like Zendesk, Slack, and Salesforce to keep internal teams updated on customer engagement.