Take the Next Step on Accounts with Plaibooks
When CSMs are overwhelmed by data, it’s hard to know which actions will reduce risk. Standard playbooks fall short by ignoring the unique needs of each customer.
Plaibooks generate dynamic action plans for each account, based on risks surfaced by Echo, Hook’s AI sentiment intelligence layer. Plaibook actions are always based on what worked to resolve this same risk in the past for accounts across your organisation. A Plaibook includes:
A set of actions a CSM can take to move an account forward
A template for each action that a CSM can copy and use in their workflow. For example, email templates and draft meeting agendas
Using insights surfaced from emails, meetings and support data, Plaibooks recommend intelligent next steps to take on each account. These Plaibooks get smarter over time with access to more data. Plaibooks are unique to every account. Whether it’s sending a quick email or crafting a tailored value proposal, every action is designed to mitigate risk. Plaibooks can create any value-add content that will influence an account. Examples include:
Call agendas customised for each customer
Email drafts to tackle specific issues or navigate tough conversations
Meeting invites with relevant talking points
Call scripts for complex conversations, such as navigating a renewal discussion
Why does this matter? These targeted Plaibooks help Customer Success teams go from insight to action faster. Here’s how:
See clear next steps on how to tackle the risks or upsell opportunities
Execute faster by reducing time spent on drafting and planning
Focus on actions that adapt with your customer’s journey, rather than generic playbooks
Deliver consistent outcomes for your book of business
These steps help your customers realise value faster and enable you to identify and mitigate risks earlier. Ultimately, you'll spend less time on manual tasks and more time focusing on strategic initiatives across your book of business.
Reach out to your AM today to find out more about Plaibooks.
Related Article: Echo: Use AI to Identify Risk and Expansion Opportunities at Scale
Navigate to Plaibooks
Plaibooks are found on account pages, below the Executive summary for a risk detected by Echo. Click the View actions toggle to see the full list of Plaibooks.
Plaibook actions on an account page in Hook
Each Plaibook action is associated with the teams that should be involved to complete it.
Example draft email template from a Plaibook action
Set up Plaibooks for your Organisation
There are three steps to enable Plaibooks for your organisation.
1. Ensure Echo is set up for your organisation
Set context for your organisation in Organisation configuration settings.
2. Decide what Echo should listen for
Create an automation to add instructions for what risks Echo should detect. This can be done in Automations settings.
3. Customise the prompt for generating Plaibooks
There is a standardised prompt used for generating Plaibooks. This provides guidance to the LLM leveraged by Echo on structuring Plaibooks and the actions to include. This can be customised to follow the best practice and methodologies for your organisation. For example, enable Plaibooks to suggest CSMs lead group training instead of one-on-one sessions. Speak to your AM about designing a prompt for Plaibooks that is specific to your organisation.
Find Accounts with Plaibooks in your Book of Business
Build a report in the Risks table to easily find accounts with Plaibooks that need your attention.
Go to the Risks table and select the Mine in the Customers dropdown.
Add a filter on the Source field and select Echo.
To see all accounts with potential risks created by Echo that are yet to be reviewed, add a filter on Current status and select Potential.
You can also access this view by going to this link.
❓ Frequently Asked Questions
Which accounts in Hook have Plaibooks?
All accounts with a risk created by Echo will have Plaibooks.
How often are Plaibooks updated?
New Plaibooks are added for an account when a new Echo risk is created.
What data is used to generate a Plaibook?
Meetings, email and support data is used to inform Plaibook actions. Plaibooks actions are always based on what worked to resolve this same risk in the past for accounts across your organisation.