Touchpoints allow CSMs to stay organized and in control of customer engagement. There’s four major activities that Touchpoints empower: 


  • Schedule meetings directly from Freshdesk Customer Success using integrated Google or Outlook calendars
  • Prepare beforehand for productive meetings with templated checklists
  • Map existing Goals and Tasks and capture context in one place 
  • Send recap email in one click once the meeting has concluded


Scheduling a meeting


Meetings can be scheduled by creating a new Touchpoint and filling out the details of the meeting invite within the slider that opens up for New Touchpoint creation. 


All the Touchpoints created can be viewed under the Engagement module under Touchpoints. Here again, similar to Goals and Tasks, you can view them using canned lists for quicker navigation. On the right panel, there’s a list of pending Touchpoints Schedulers that can be addressed with a single click. 



On clicking, the Touchpoint slider opens up to provide key details on the Touchpoint. From here, you can see the agenda, the preparatory checklist items, key updates on this Touchpoint, the attendees, watchers and tags associated. 


This slider allows you to edit the checklist, add existing Goals or Tasks as meeting items, add comments as updates/decisions, complete the checklist items, reschedule the meeting, add attendees and send them invites, or, delete the Touchpoint altogether. 



The Meeting Workspace


The Meeting Workspace is the most important screen within a Touchpoint for CSMs. It is here that they actually spend time during and after a meeting going over the agenda items, mapping the right Goals and Tasks to the meeting updates, capturing the meeting minutes and sending out the recap emails. 


All of these updates to the meeting workspace in turn automatically are captured within the respective Goals and Tasks to help retain context for all the stakeholders. 



Sending a recap email


Once a meeting has concluded, you can send a recap with all of the updates and action items from the meeting that is automatically added to a templated email, choose to edit the details within, and send it out to the meeting participants.