Cadence, an AI Customer Success Manager, is designed to be a strategic partner for Totango digital customers* to help get the most out of Totango. While Cadence can’t audit customer-specific data or perform work inside of your Totango instance, she can answer questions and provide recommendations on goals.
*Cadence is currently available only to Totango customers without a dedicated CSM. However, all of our customers can leverage our AI chatbot for support. Check it out!
Suggested uses for Cadence
- Strategic recommendations tailored to common use cases
- Best practices to improve customer health and adoption
- Tips to drive retention and growth
Where to find Cadence
If you’re a digital customer,* you can find Cadence within your Totango instance under this icon:
Best practices for interacting with Cadence
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Provide context: When describing your issue, be as specific as possible. Include details like:
- What challenge are you trying to solve
- What data do you currently have or need
- What programs do you currently have in place
- What approaches have you tried in the past; what were the results
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Add images: Attach screenshots of your programs or slide decks. Images are highly valuable to the chatbot for better understanding! (Files must not exceed 2MB.)
- Ask complete questions: Instead of short keywords or phrases, frame your questions as complete sentences. This helps Cadence understand your intent more accurately.
- Continue the conversation: Based on the response, continue to provide Cadence with more context as you go.
Example questions
Here's an example of some questions:
- We've been evaluating our health score recently to determine if we are scoring the right factors. We find that the majority of our customers fall in the neutral area vs. at risk or healthy. Should we make adjustments?
- What does a best in class CSQL program look like?
- How can I easily track references, including when they were last used?
- How can I set up alerts to better identify when a customer is missing adoption and utilization benchmarks?
Providing feedback on Cadence
At any point in the conversation, use the following to provide feedback:
- Thumbs up: If Cadence's response was helpful, give it a thumbs up. This helps train the AI and improve future responses for other users.
- Thumbs down: If Cadence's response was incorrect or unhelpful, give it a thumbs down. You'll be prompted to provide your email address so a support ticket can be created with the conversation history.
Getting more help
If you'd like to speak directly with a Totango expert for personalized guidance, ask Cadence to get help. She can provide you with a link to book a Strategy Huddle with a member of our team.
Starting a new conversation
Click the "+" button in the top right corner of the chat widget to clear the chat and start a fresh conversation. This ensures the chatbot doesn't rely on context from previous interactions that may not be relevant to your current issue.