Workflows create actions that will be automatically send to your customers without any action from you. Here is a more detailed definition of workflows, and how they differ from playbooks.
Workflows are great to automate your Customer Success journey, at least when you start to set it up.
What can I do via workflows ?
There is a lot of actions you can set via workflows
Send Automatic email
Receive Slack notifications
Assign Owner to an account (Scale plan only)
Set an internal team notification
How can I automate my Customer Journey ?
Spot tasks where human does not have any added value
What are the tasks that are repetitive and where human action is not essential? Can these tasks be automated?
To start isolating behaviour, use Segments or stages (only scale plan) to define customer journey steps
Repetitive tasks can be implemented via Workflows, using emails.
Exemple : Welcome email , education email , profile assignment to a CS owner ...
Detect what needs to get back to you
What are the moments in the customer journey where Customer Success needs to be in touch with his clients?
After isolating these critical actions and make sure to get back to your clients, use Alerts and warning .
They can be pushed via Slack notifications, or internal email notifications, or tasks (only in scale plan)
Example: Identify client's desired outcomes, contact upsells, contact risky customers ...
Create a journey via workflows to custom communication and to-do's
Select the best trigger
Automation can only be created via triggers such as segment entry / leaving, health change, action performed.... Triggers need to be well chosen so they can address profiles that are concerned by communication.
Don't forget the accurate delay
Delays can be added so communication can be well displayed and reach users without polluting them.
Target communication using conditions
Conditions are perfect to address the users that only need it. Condition enable various to add different steps at the same delay so different segmentation can be addressed at the same time with different communications and different objectives