Contents:

1. Configure Your Settings.

a. Add/Update your Details

To update your First Name, Last name or Email Address, click on the Settings tab. Open out the > Slider and underneath My Profile click on My Details. Once you have updated your details click Submit to save.

b. Set/Update your Locale and Time zone

Click on the Settings tab. Open out the > Slider and underneath My Profile click on My Preferences. To select your TImezone, navigate to the main section of the page and drop down the list next to Timezome. To update your Locale there is a drop-down in the column marked Value.

c. Connect Your Email Mailbox

An Akita Segment is a view/list of your accounts or contacts based on a specific set of criteria.

The Akita platform sits on one unified database of ALL of the data you have/are integrated/ingesting. You can think of a segment as a saved search, leveraging Akita's structured and intuitive way to run simple or complex searches of the data associated with your customers. The platform then enables you to trigger alerts and playbooks when key data or combinations of data change.

Creating a segment is not much different to running a Google search, except we have made it much more structured and hopefully intuitive so you are guaranteed to get the results you need. Its based on the principles of Boolean search i.e. we use AND/OR combinations to achieve results. If you are unfamiliar with this, don?t worry, once you see an example you?ll realize it?s pretty easy and intuitive.

a. Creating a Segment using filters

So, Say you wanted to create a list of ?At Risk? customers and you wanted to use a combination of NPS and Health Score data to achieve this.

You have a lot of flexibility in how you can run the search:

You could decide you want to see accounts with low Health AND low NPS, in which case you would apply the following logic.

Primary Health: Score is less than 30 and Net Promoter Score™ (NPS) is less than 7.

You could decide you want to see accounts with low Health OR low NPS, in which case you would apply the following logic..

Primary Health: Score is less than 30 or Net Promoter Score™ (NPS) is less than 7

The cool thing is, you can toggle between and and or by just clicking on them and seeing instantly the different results.

Once you are happy with your first search ?phrase?, you may need/decide to add more complexity.

E.G. Now you know who is 'at risk', you may want to drill down further to find 'at risk' companies that are close to renewal, or within a certain threshold of MRR or based in a certain country or State and so on. There are so many variables you can avail of to ensure you achieve the results you need. Also, there are no limits on the additional criteria/filters you can add.

E.g.

Primary Health: Score is less than 30 or Net Promoter Score™ (NPS) is less than 7 and MRR is greater than 1000.

You will notice as you add additional filters, the criteria that are to be applied together as one entity, are shown connected together in blue.

For those of you familiar with Boolean logic, the above segment filters look as follows in Boolean form...

((((NPS < 7) OR (Primary Health < 30)) AND (MRR > 1000))

But you don?t need to concern yourself with this, Akita removes that complexity and allows you to apply the logic you need via point and click, test it out!

b. Adding/Rearranging/Deleting Columns

To re-arrange columns, simply drag and drop the selected attributes into the order you require.

To DELETE a column from the segment, click the Trash icon next to the relevant attribute.

c. Saving a Segment

In the Accounts Slider you will see a list of the segments that you can access. Any segments you create for your own use, you will want to save into the My Segments section. Why?

To save a segment (see video below)..

Once you have configured a Segment to your satisfaction, click the Save This Segment link.

In the pop up, give the segment a name

There are 2 toggle options,

d. Adding Statistics to a Segment

You may want to see, in graphic form, how your key tracked metrics look Vs the accounts in this particular Segment. These can be added (as widgets) at the top of the Segment table.

If there are no statistics created on the segment yet, click Add wonderful charts and graphs! A drop-down nested list of the available Statistics (metrics) will appear. Select one or multiple at a time.

Once you have Statistics added to the Segment, you can select how you would like them to be presented i.e.

You can hide/reveal the Statistics if required.

And Re-order or delete metrics if required.

e. Editing a Segment

Segments can be edited and saved or edited and 'saved as' a new segment.

*Note - You may not have the delegated permissions to create Playbooks, if you require this permission or you require a playbook(s) to be created/edited please contact your internal Akita Admin*

Akita's playbook technology allows our users to automate many of their repeatable processes and save themselves significant amounts of time. It also ensures your can regulate the standards you require when it comes to customer engagement and ensure the correct action is taken at the perfect time.

Akita's Playbooks can be applied to 2 entities:

a. Creating a Playbook:

Click the Playbooks tab in the sidebar and then click on the +New Playbook button to begin.

In the resulting pop up box, give the Playbook a name (Churn risk, On boarding etc) and select whether you want this playbook to apply to Accounts or Contacts.

b. Playbook Settings:

You will now need to configure your 4 playbook settings [see image below].

1. Playbooks can be cancelled manually or when the criteria for triggering them no longer applies. You may or may not want the Playbooks' associated tasks to be either cancelled or to require completion, toggle here for the desired option.

2. You may have certain playbooks that can (should) be repeated e.g. Renewal playbook. You may also have playbooks that should only be triggered once e.g. On boarding playbook. Toggle here for the desired option

3. You may utilize playbooks that need to be triggered and run regularly and potentially overlap. In these cases toggle Yes here. In most situations it is unlikely you will want your playbooks to run simultaneously, in these cases toggle choose the No option.

4. If you leave this option toggled to ' No', you can create a buffer before this playbook is triggered again E.g. You likely won't want to trigger an 'Ask for G2 Crowd Review' Playbook to be triggered more than once per year, in which case you leave the toggle set to No and type 365 into the text field [See below].

Alternatively, you may want to have a repeating playbook. This can be set to re-trigger a certain # of days after a playbook has been previously triggered or marked as complete. E.g. a Quarterly Review Playbook might be set to re-trigger every 90 days [see below].

c. Building Your Playbook's Steps

Akita Playbooks are processes that can be automatically or manually triggered and can include task(s) and/or Message(s).

In the Playbook context:

To Begin, navigate to the Playbook you wish to add steps to and click the Steps option [Below].

To schedule an automated email, click on the Add a Message link at the top of the page. A box will appear with a number of fields and dropdowns to complete... [Below]

To schedule an automated task for you or one of your team, click on the Add task link at the top of the page. A box will appear with a number of fields and dropdowns to complete... [Below]

Once you are satisfied with the playbook steps, you will need to Activate the Playbook [Below].

d. Creating a Playbook Trigger

Once you have created your Playbook, designed the steps and configured your playbook settings you now need to ensure the playbook is triggered in the correct circumstances.

Click on the Triggers Tab in the relevant playbook page and click on the +New Playbook Trigger link on the right hand side of the page. A pop-up box will appear [see below].

Playbooks are triggered when an Account or Contact are automatically added to a particular Segment. In the pop-up box, there is a drop down in the Select a Triggering Segment field. Here you can select the relevant Segment.

Below this you will need to select what you want to happen If a trigger no longer applies... What this means is the Account or Contact no longer meet the conditions of the triggering segment. In this situation, you may want to cancel the playbook (and all associated Tasks or Messages) e.g. It may be redundant to continue with a Renewal Playbook once the renewal payment has been made, in which case click the Cancel Playbook button and click Save. In other situations the playbook should be completed irrespective of whether the Account or Contact is still in the triggering segment, in this case click the Continue Playbook button and then click Save.

You will now need to activate the trigger.

In the relevant playbook page, click on the Triggers tab. You will see a list of one (or multiple) triggers relating to this playbook. To activate the trigger, click on the Activate link in the Actions column. A pop-up box will appear, giving you the options to trigger this playbook for the Accounts or Contacts ALREADY IN the associated Segment (the number of Accounts/Contacts affected will be indicated). If you leave the box un-checked, only Accounts/Contacts that are added to the related Segment from this point on will have the relevant playbook triggered for them.

Once you are comfortable with your selection, click Activate trigger...

Message Templates in Akita are a useful way to automate key messaging to your customers. These templated messages will be sent (in email form) as part of a playbook. They can be sent individually, as part of a drip email campaign or in combination with automated tasks to manage a specific process (On-boarding, Renewal etc).

Akita templates can be configured to include both standard attributes (Name, Title, Company Name etc.) AND metrics that are specific to you and your company (Product Usage, Voice-of-Customer data etc.), meaning you can automate the sending of very tailored, powerful messages and calls-to-action.

a. Create your Message

To begin creating a Templated message, navigate to the Playbooks section and click on the Message Templates tab [Below].

Next click on the + New Message Template button on the upper right-hand-side of the page.

Add:

b. Edit Your Message

Now you can complete the body of your message. In order to ensure your messages are personalized (and compelling), you will want to:

Here's how...

To make some basic personalizations to your message, you can add the Contacts/Accounts details by navigating to and clicking on the relevant trait (First Name, Account Name etc.).

The Sender is the person/Role selected from the Send As... dropdown field when adding a message to an Akita Playbook [Image Below].

In the message editor you can select Sender traits (Name, Email Address etc.) and add then to the message [Below].

This is where you can leverage the real power of Akita. Any/all Account or Contact data you are pushing into Akita is available to add to a message. So any revenue, voice-of-customer, platform usage, health data etc. can be added to create a compelling message or call-to-action in any context. Simple search for the relevant Trait and drop it into the message. In the message [Below] we are sharing the customers current Daily Active User (DAU) metric to illustrate how engaged they are.

If you feel you message need to be more than just basic text, you can add the rich text tools to add a flourish (or hyperlink text etc).

For those of you that want to apply your Html skills to the design of your message, click <> to access and tweak the code as you see fit [Below].

c. Proof read and Save Your Message:

You can see how the message will appear to the customer (with the added Traits populated) before saving or adding to a playbook [Below].

Review the message and edit as required. Oh, don't forget to hit SAVE!

Akita's Notifications functionality ensures you are kept updated of any changes to your Accounts or Users that are important. The type and method of notifications can be configured to suit each individual Akita user.

a. Find and activate your notifications

To start, navigate to Settings. Under My Profile click Configure Notifications [Below].

Now, Activate your Notifications [below].

b. To receive a notification when an account is added to a Playbook

Under the section Notify me when accounts join the following Playbooks, you will see a list of the available Playbooks. There are 3 options and 2 channels to choose from

None: Select this if you prefer to receive no notifications relating to this Playbook.

All Accounts: Select this option if you want to be notified if ANY Account is added to this Playbook.

My Accounts: Select this option if you want to be notified if ANY Account is added to this Playbook.

c. To receive a notification when an account is added to a Segment

d. How to set up notifications on the Segment page

Navigate to the Segment you wish to enable Notifications for.

Next click on the Bell icon on the right hand side of the page and select the options that apply [see below].

Make sure to check the Send to Email box to ensure you receive your notifications.

1. How to create a task

Within an Account record click into the Task Tab

Click into the Add task box

Type in the title of your task (e.g. 'follow up call', 'discuss user training', 'new feature feedback call' etc) and hit RETURN

The task box will appear and you can begin to fill out the relevant fields

At the top of the task box you can (see GIF below):

Further down the task box, you can add:

If you need to make a document(s) available to help complete the task, you can drag and drop it into the task bow (or click>search>add) as below.

At the bottom of the task box you will find (see below):

2. Where to find and manage tasks

From the Dashboard tab, click on the + button in the top right corner. In the pop-up dialogue box, give your Dashboard a name and choose whether you want to share this Dashboard with your team or make it private to you. Click the Save button and you are done! [Below]

b. Adding Content to a Dashboard

You can pin any tracked metric (statistic), customer attribute or table to a Dashboard in Akita. These can be added from either the Segments tab OR from individual Account pages.

Pinning content to a Dashboard from Segments:

From Segments you can pin tracked Statistics (metrics) and/or Table data.

When pinning a Statistic from a Segment, you may first need to reveal the statistics being tracked for this Segment first. [Below]

Hovering on the Statistic (metric/chart) you wish to pin will reveal a pin icon in the bottom left-hand side of the widget. Clicking on this will open a pop-up box with options to add the metric to an existing Dashboard, or to a new Dashboard. You can also change the label of the Dashboard Widget if required (if the default name is not appropriate). [Below]

You can also pin the entire Segment list view to a Dashboard as a Widget. [Below]

Returning to the Dashboard, you can position and re-size the widgets to suit your requirements. [Below]

Pinning content to a Dashboard from an Account Record:

Account metrics and details/attributes can be pinned to Account Dashboards (only visible on the Account record) OR to General Dashboards (found within the Dashboards tab). To see how to pin to Account Dashboards, click.

To pin Account Metrics to a General Dashboard - You can add the metric to an existing General Dashboard OR create a brand new General Dashboard and add it to that. [Below]

To pin an Account detail to a General Dashboard, navigate to the Account's Details tab and hover on the field you want to pin. Click on the pin that appears on the right-hand side and a pop-up box will appear. You have the option to change how the field/widget will be named in the target Dashboard. You can then select the Dashboard you wish to add the field to OR Create a new Dashboard to add it to. [Below]

Navigating to the Dashboards tab you can click on the Dashboard you added the new widgets to and re-size and reposition them if required. [Below]

*Note - You may not have the delegated permissions to create Health Scores, if you require this permission or you require a Health Score(s) to be created/edited please contact your internal Akita Admin*

a. Get Started

To navigate to the Health Scoring module, click on the Account Icon at the bottom left-hand side of the page. In the pop-up click Settings. Under Account Settings select Health Scoring.

To create a new health scoring model, click the button + New Health Score [See Below].

A dialogue box will appear, give a name to the Health Score (something relating to the profile of accounts you intent to apply the score to (Live Accounts/Pro Plan Accounts/Freemium Accounts etc.)). The decide whether the score you are creating will apply to Account OR Contacts. [Below].

This will automatically open up a new page where you can create, activate/deactivate, edit, maintain and apply a Health Score to all or a specific set of Accounts [Below].

In the left-hand sidebar in the image above, you will see you can make changes to certain elements of a health scoring model directly, namely:

Name: If you are going to create a number of Health models it is important to apply a name to each that easily identifies who it applies to e.g. Enterprise Plan Health Score, On boarding Health etc.

Good / Bad Thresholds: As each Health model created has a different range, what indicates a good vs bad score will differ with each score. You will need to manually input the the limits for what is a good and bad score here.

Included Accounts: You can decide which of your customers you want a health score to apply to. You can manage that here using Akita's account filtering technology.

Components: Here is where you add the list of weighted attributes that will combine to give you customers their Health Score.

b. Included Accounts - Deciding who to Apply the Score to

When in a Health Score record, navigate to the Included Accounts tab.

Here you can select a filter or filters to Apply this Health Scoring model to a particular segment or profile of account.

A couple of applications could include:

Applying the score to an already created Segment [Below]

Appling the score to customers who have purchased a particular Plan [Below].

c. Adding Components to a Health Score

First navigate to the Health Scoring section i.e.. Settings > Account Settings > health Scoring.

Open/Click on the Health Score you would like to work with.

On the left-hand side, click on Components and click on either the:

+ Add Your First Component Button [Below]

OR, if you are adding additional components, click the + New Component button [Below].

Next, [As Below] a pop up box will appear, give the Component a name and apply a score value to the Component (between -10 and +10) and hit the Submit button.

Next you need to apply the relevant filter e.g. Change in Session Count Over Time has increased more than 10% in the last 4 Weeks [Below].

Click the Save Changes button and navigate to All Components and you will be returned to the full list of components [Below].

.. an example of a fully built Health Score:

d. Setting the Good/Bad Thresholds for the Health Score.

Each Health Score model you create will most likely have different components with different associated weightings. For this reason, the thresholds to indicate what a positive and negative score are will differ from score to score you you have the capability to set those thresholds manually here.

First Navigate to the Health Scoring section i.e. Settings > Account Settings > health Scoring.

Open/Click on the Health Score you would like to work with.

On the left-hand side, click on Good / Bad Thresholds.

Input the upper and lower thresholds and click Submit.

You will now be able to identify positive and negative health scores and track these through time in the Akita platform [see Green and Red lines on the Graph below].