If you’re on a customer success team, you know the pain: chasing down follow-ups, digging through old emails, and realizing—too late—that you forgot to check in with a key account. It’s not about working harder; it’s about not letting things slip through the cracks. If you’re using Gyaan and you want to make sure your team never misses a beat, automating follow-up reminders can save your sanity and your relationships.
This guide walks through setting up automated reminders in Gyaan, with the real-world stuff you actually need. We’ll cover the basics, call out what’s worth your time (and what isn’t), and get you running without a lot of fluff.
Why automate follow-up reminders in the first place?
Before you dive in, here’s the honest truth: no tool can replace actually knowing your customers and doing the work. But automating reminders does a few things well:
- Stops stuff from falling through the cracks. The number one killer of customer trust is silence after a promise.
- Keeps your team accountable. Even the best CSMs get busy or distracted.
- Frees your brain for real problem-solving. Less “Did I follow up with Acme Inc.?” and more “How do I make them happy?”
But don’t expect reminders to magically fix a broken process. They’re just a safety net.
Step 1: Get clear on your follow-up process
Gyaan can automate a lot, but it won’t know what matters unless you tell it. Sit down—just for 10 minutes—and answer these:
- What “follow-up” means for you. Is it a check-in after onboarding? Nudge after a feature request? Chasing unpaid invoices?
- How often should you follow up? Weekly? Monthly? After a specific trigger?
- Who needs to be reminded? Individual CSMs, the whole team, or someone else?
Write this down. It’s boring, but skipping this step is why most automations fail (and why reminder hell is real).
Pro tip: Don’t overcomplicate it. Start with the one or two follow-ups your team most often forgets.
Step 2: Know what Gyaan’s reminders can (and can’t) do
Gyaan’s automation isn’t magic. Here’s the no-spin version:
What works well: - Setting reminders based on dates, tasks, or status changes - Assigning reminders to specific team members - Sending notifications via email, in-app, or (sometimes) Slack
What doesn’t: - Reading your mind—Gyaan can’t guess when a customer needs a touchpoint - Deep integrations with every tool under the sun (unless you use Zapier or something similar) - Avoiding notification overload if you set up too many triggers
Ignore for now: - Super complex “if-this-then-that” chains unless you’re a power user - Trying to automate empathy (seriously, don’t)
Step 3: Set up your first automated follow-up reminder
Let’s get to the hands-on part. Here’s how to set up a basic follow-up reminder in Gyaan:
1. Open Gyaan and head to your workflow settings
- Log in and click on “Workflows” or “Automations” (the name might vary by version).
- Choose the pipeline or process where follow-ups matter most—usually onboarding, renewals, or support.
2. Create a new automation (or edit an existing one)
- Click “Add Automation” or “New Rule.”
- Give it a clear name: “Post-Onboarding Follow-Up Reminder” beats “Workflow 13.”
3. Set your trigger
Decide what event should kick off the reminder. Some common triggers: - Task completed (like “Onboarding call finished”) - Status changes (customer moves to “Active”) - Specific date (X days after a milestone)
Example:
Trigger: “3 days after onboarding task marked complete”
4. Choose the action: Send a reminder
- Select “Send Reminder” as your action.
- Pick your delivery method (email, in-app, Slack, etc.).
- Assign it to the right team member or group.
5. Write a useful reminder message
Skip the generic “Follow up with customer.” Be specific.
Bad:
“Reminder: Follow up.”
Good:
“Check in with [Customer Name] 3 days after onboarding—ask if they have questions about their dashboard.”
If Gyaan supports variables (like customer name, account manager, etc.), use them. It’s worth the extra two minutes.
6. Save and test
- Double-check your trigger and message.
- Save the automation.
- Test it on a dummy account if you can. Better to annoy yourself than a customer.
Step 4: Set up recurring follow-ups
Some follow-ups aren’t one-and-done. Maybe you want a check-in every month, or to ping customers who haven’t replied in two weeks.
- In your automation, look for “recurring” or “repeat” options.
- Set the frequency (every X days/weeks/months).
- Make sure you have a way to stop reminders if the customer responds or the task is done (otherwise, you’ll be that annoying vendor).
Pro tip:
Don’t stack recurring reminders when you’re starting out. It’s easy to go from helpful to spammy fast.
Step 5: Connect reminders to your team’s real workflow
Reminders are useless if nobody sees them. Decide how your team actually checks notifications:
- In-app: Good if your team lives in Gyaan daily.
- Email: Safer if people are glued to their inbox.
- Slack/MS Teams: Handy for quick pings, but can get lost in chat noise.
Set up integrations if you need to. Double-check notification settings—sometimes people mute notifications without realizing it.
Honest take:
If your team ignores reminders in one channel, don’t just add more channels. Fix the root problem (too many reminders, the wrong timing, or unclear ownership).
Step 6: Review and adjust (this part never ends)
No automation is perfect out of the gate. Every couple of weeks:
- Check which reminders got ignored.
- Ask your team if anything is helpful or just noise.
- Look for customers who fell through the cracks anyway (and why).
- Adjust triggers, frequency, or messages. Less is often more.
What to avoid:
Don’t just add more reminders when things slip. Sometimes the issue is unclear process, not missing nudges.
Step 7: Advanced moves (for when you’re ready)
If you’re comfortable with the basics and want to go further:
- Conditional triggers: Remind only if there’s no open ticket, or only for high-value accounts.
- Zapier or Make integrations: Tie Gyaan reminders to external tools (CRM, calendar, etc.).
- Custom fields: Add “last follow-up date” and automate based on it.
- Automated tasks: Create action items, not just reminders, so things actually get done.
But don’t get lost in the weeds unless you know your team will really use it.
Real talk: What actually works (and what doesn’t)
Works: - Automating reminders for things your team consistently forgets - Specific, actionable messages - Reviewing and pruning reminders regularly
Doesn’t work: - Ambiguous or generic reminder messages - Spamming yourself with reminders you’ll ignore - Automating everything and expecting customers to feel cared for
Keep it simple and keep iterating
Start small. Pick one or two follow-ups you always forget, automate just those, and see what happens. Don’t worry about building a perfect system—just stop dropping the ball. If something isn’t working, tweak it or cut it. Automations should make your job easier, not busier.
Remember, the goal isn’t to “do more with less” (ugh), it’s to do the important stuff and actually follow through. That’s what customers notice—and that’s what keeps them around.