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How We Create Human Escalation Paths in Cisco’s Digital Experiences

Though I work on the Digital Expertise group at Cisco, one core piece of our orchestration capabilities features a human escalation path inside our digital journeys often known as “Really useful Actions.”

We are able to’t ignore that the total breadth of a buyer’s expertise at Cisco is not only digital – it’s a human-to-digital hybrid expertise. By empowering our brokers and companions with the context they should assist our prospects achieve success of their adoption or renewal journeys, we’re bettering that have for everybody.

However we’re a digital first group. That’s why our Really useful Motion technique begins with the shopper—offering them with automated, digital self-serve experiences akin to:

  • electronic mail adoption journeys and renewal notifications
  • personalised Cisco.com and Cisco Communities messaging and guided assets
  • bots
  • assist request varieties routed to the suitable associate or Cisco consultant ought to they need assistance alongside the best way.

And even when the shopper doesn’t explicitly attain out, we are able to move alongside useful information to our account groups or companions to allow them to know if a buyer seems stalled, is utilizing outdated software program, hasn’t logged right into a product shortly or linked telemetry, is susceptible to not renewing, and extra.

Really useful Motion – Our Definition 

Pattern Really useful Actions in Cisco Lifecycle Benefit

For Cisco, once we speak about a Really useful Motion (RA), we’re speaking a few proactive technique to information a consumer – whether or not that may be a buyer, buyer success consultant, or a associate – to finish the precise exercise on the proper time to drive profitable adoption or renewal of a particular product.

For instance, we are able to set off an RA to a Cisco buyer consultant in SalesForce and a associate in our Lifecycle Benefit platform when a buyer is fighting an adoption barrier for greater than an outlined variety of days in our onboarding journeys. We are able to additionally alert our help representatives if we wouldn’t have a contact at an organization who has bought a product or if a contact’s electronic mail has just lately bounced and permit them to supply us with up to date info.

These are just some examples of when and why we might need to create a human escalation path from a digital journey.

By means of a mix of our Really useful Motion structure (extra on that under) together with our net personalization framework, we are able to additionally alert that very same buyer with a notification on Cisco.com or our Assist Neighborhood. These alerts present the shopper direct entry to particular assist they should overcome their adoption barrier. Take into account this a digital help to the self-guided expertise.

When We Set off Really useful Actions (Examples)

Pattern Buyer Really useful Motion on Cisco Communities
  • Buyer stalled in stage – buyer stalled in adoption lifecycle stage past a sure variety of days. When sending to a buyer immediately, we’ll recommend they go to a Guided Sources web page on our Assist Neighborhood to assist them overcome adoption obstacles. This web page consolidates the perfect assets for every stage of the shopper’s implementation workflow. For our companions or buyer success representatives we’ll recommend they attain out to a buyer to see how they will help and supply a play card to assist the rep information the shopper in direction of success.
  • Not enrolled in digital adoption journey – This notification is triggered to our companions who’re supporting buyer adoption. It notifies a associate {that a} buyer will not be receiving our digital adoption journey (lacking contact, account or use case is excluded by the associate, telemetry will not be enabled, and many others.). Then, the associate can select so as to add a buyer contact to enroll them on the digital journey. This really helpful motion alone was chargeable for a 114% quarter over quarter enhance within the variety of associate offered contacts for our digital adoption journeys!
  • Assist Request kind submitted – a buyer has submitted a request for assist, which is routed by our system to a Cisco help group to triage and interact the shopper.
  • Renewal threat – by a knowledge science mannequin, we’ve recognized the shopper as susceptible to not renewing. This context helps Cisco and associate groups alike higher deal with conversations with prospects round renewals, upsells, and overcoming adoption obstacles.
  • Webinar follow-up – a buyer attended a webinar associated to a product improve, so comply with up from a Cisco consultant or associate is really helpful.
  • Join telemetry – letting the shopper know they’ve but to attach telemetry, what the advantages are from doing so, and the best way to do it.

How We Set off Really useful Actions – the RA Structure

The Really useful Motion Structure


GCP serves our as our processing layer. We’ve break up out the processing and logs into branches particular to the tip consumer teams so that every group can have their very own workflow, logs, and filters. So now if one group must pause or modify their RA circulate or filters, it received’t disrupt any of the opposite RA recipients.

API Integration for Omnichannel RAs

By means of MuleSoft, we’ve streamlined and simplified API connectivity and integrations, making it simpler for us to connect with extra finish channels and enabling multichannel RAs. The aim right here is to allow program scale as we received’t be restricted to what channels we are able to present the RAs on or who we are able to ship RAs to. The place we beforehand solely delivered RAs to channels like our SFDC functions and Lifecycle Benefit, we’re now delivering RAs by Cisco.com, Cisco Communities, Webex groups, SFMC (our electronic mail automation platform), and are presently increasing into in-product help instruments like WalkMe.

CMS for Scaling Content material Updates

We’re presently working by a POC to include our content material administration system (CMS) into the RA structure, which can allow our enterprise groups to not solely make their very own content material edits with out counting on builders, but in addition to push these content material updates to all downstream channels concurrently.

Collaborative Account Administration

One other last piece of the longer term state RA structure I’ll spotlight is the suggestions loop mechanism. The mechanism is definitely fairly easy to take information from an finish channel and put it into our RA logs in Snowflake for redistribution to different finish channels—guaranteeing all groups are working off the identical info and enabling collaborative account administration.

What’s Subsequent?   

Really useful Actions are simply one in every of our orchestration group’s bigger initiatives for taking our buyer and associate expertise at Cisco to the following degree. Keep tuned for the following few chapters of our sequence the place we’ll share insights on:

Thanks for studying and be happy to succeed in out with questions or related challenges your group has confronted. I’m at all times on the lookout for our subsequent orchestration use case.


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