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Touchpoint templates are created to be used in the Goals templates.
You can create templates for a specific purpose (such as a QBR) with predefined attributes such as name, description, watchers, and checklist items. This can then be used as a part of a Goal that would have to be actioned by the CSM. The checklist items serve to direct CSMs on the process to follow in completing the Touchpoints task.
Creating a Touchpoint Template
You can create a new template by navigating to Management Center > Touchpoint Templates > New Touchpoint template.
Touchpoint title - Enter the name of the touchpoint
Touchpoint type - Specify the touchpoint type. We have predefined types - Email, In-person, Left message, Phone, Business Review, and Meeting.
Description - Enter the description of the template
Tags - Specify any tags that could be used for filtering.
Watchers - List of watchers to be notified when the touchpoint template is triggered.
Prep list - Meeting prep checkpoints on the touchpoints that need to be completed by the CSM before the meeting.
Adding Touchpoint scheduler to goal template
Touchpoints work in tandem with the rest of the engagement framework within Freshdesk Customer Success to retain context for CSMs and the leadership team by tying in the latest updates associated with a customer to the Goals and tasks that are pending/need to be addressed.
Thus, within a larger goal, you can create tasks to guide your CSMs on specific action items to be completed to achieve the goal. For example, creating a review deck, setting up a meeting, and sending follow-up emails can all be tasks that must be completed as part of a larger goal is renewal.
When it comes down to setting up the Playbook for the Goal, you can choose to set meeting-related tasks as Touchpoint Scheduler Tasks. In Management Center > Goal template > Add new goal > In the playbook step, you can select to either add a Task or a Touchpoint scheduler task.
This special task will remind a CSM to schedule the touchpoint. The task will automatically complete when CSM completes scheduling the touchpoint. Your CSMs can then see the checklist items within the Touchpoint Scheduler Task as Tasks on their plate up for completion once the goal is deployed.
They can then create a new Goal based on this Goal Template and have CSMs address the Tasks as checklist items on their way toward completing the Goal. For a CSM, this pops up on the Task list, and they will be able to map the scheduler task to an existing Touchpoint and track towards completion: