Question 1

Is digital CS only for low-value accounts?

Accepted Answer

Not at all. Digital CS is about delivering the right level of engagement efficiently — not a lower quality of service. Quivly helps you scale the same best practices your top CSMs use across your entire book, while intelligently routing complex situations to humans. Many teams use Quivly to improve the experience for mid-market accounts that previously got minimal attention.

Question 2

How does Quivly make automated outreach feel personal?

Accepted Answer

Every message Quivly sends is personalised with real account data: their actual usage stats, the features they’ve adopted (and the ones they haven’t), their contract tier, their recent support interactions. It’s not merge-tag personalisation — it’s context-aware messaging that reads like a CSM who knows the account wrote it.

Question 3

What triggers a touchpoint? Can we customise the logic?

Accepted Answer

Triggers can be based on any combination of: time-based milestones (day 30, day 60, 90 days before renewal), usage events (first login, feature activation, usage drop), health score changes, or CRM fields. All trigger logic is fully configurable — you can start with Quivly’s proven templates and adjust from there.

Question 4

How does Quivly decide when to escalate to a human CSM?

Accepted Answer

You define the escalation rules. Common triggers include: health score dropping below a threshold, a customer replying to an automated message, an NPS detractor score, or a usage pattern that matches your churn profile. When escalation triggers, Quivly creates a task for the CSM with full context so they can pick up the conversation without starting from scratch.

Question 5

Can Quivly run digital CS alongside our existing high-touch model?

Accepted Answer

Yes — this is the most common deployment pattern. Quivly handles the automated motions for your long-tail and mid-market accounts while your CSMs focus on strategic accounts. You can define which accounts Quivly manages autonomously, which get a blended approach, and which are fully human-led.

Playbook	Status	Runs (7d)	Last activity
Onboarding 2.0 + health	Running	1,204	2m ago
Expansion nurture	Live	842	8m ago
QBR light (digital)	Live	316	1h ago
Champion hand-raise	Scheduled	—	3h ago

Deliver personalised CS at scale

Digital customer success

What digital CS teams achieve with Quivly

Treat every account as a segment of one

Your best CSM's instincts, running 24 / 7

Common questions about scaling digital CS with Quivly

Scale your CS team without scaling your headcount