How to Use Implicit for Customer Success

Use Case : Customer Success

Scale Customer Success & Support

Without Scaling Headcount

Unify call notes, support history, past tickets, and usage data into an account intelligence
knowledge engine that helps you manage incidents, risks, and opportunities instantly.

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Common Customer Success & Support Challenges

Sound familiar? You're not alone.

Reactive Work Overload

CSMs spend 20–30% of their time answering “how-to” questions that should be self-service. Support teams spend too much time answering repetitive questions and escalating preventable issues.

Fragmented Account Context

Customer context is scattered across Salesforce, Gong, email, and Slack, making it difficult to prepare quickly and act with confidence.

Inconsistent Messaging Across Teams

Support, CS, and Sales often provide different answers due to disconnected documentation and evolving product knowledge, leading to inconsistent messaging and unclear health narratives.

Hidden Renewal & Adoption Risks

Product adoption playbooks aren’t easily accessible, causing missed expansion opportunities and late-stage renewal surprises. Adoption gaps and churn signals go unnoticed until late in the renewal cycle.

Here's how implicit solves these challenges

AI Support Copilot

Turn scattered account data into AI-generated executive summaries, health insights, and expansion briefs in seconds.

What to include in your Knowledge Base

Call recordings, CRM notes, support tickets, product usage data, and QBR materials are connected into a unified account knowledge base.

How to use the AI Navigator

Ask questions like: “What were the top challenges this account mentioned last quarter?” or “How do I troubleshoot rate limiting for enterprise customers?” and receive step-by-step, source-backed answers instantly.

What you can create with Content Studio

Generate executive summaries, health score rationales, troubleshooting runbooks, standardized responses, and FAQ updates from recurring ticket patterns.

Account Intelligence & Executive Readiness

Transform scattered customer across disparate sources and systems into actionable insight.

What to include in your Knowledge Base

CRM notes, call transcripts, QBR decks, support history, usage trends, and stakeholder context are centralized at the account level.

How to use the AI Navigator

Create separate AI navigators tailored to admins, end users, and executives so each role gets relevant answers.

What you can create with Content Studio

Generate executive summaries, health rationales, renewal briefs, and expansion opportunity outlines. Build troubelshooting guides, FAQs, and how-to guides to resolve recurring tickets more quickly.

How teams use Workspace Sharing

Grant team members with different roles access to a customized AI workspace that only shows and knows what you want.

Proactive Renewal & Risk Mitigation

Surface adoption gaps and risk signals early with account analysis grounded in real usage and support data.

What to include in your Knowledge Base

Support trends, product usage data, adoption playbooks, and competitive context are connected into a renewal intelligence hub.

How to use the AI Navigator

Teams can ask: “Which features are underutilized?” or “What risks have surfaced in the last 90 days?” and receive structured insight backed by documented evidence (ie: call logs, support tickets, CRM notes, etc.).

What you can create with Content Studio

Generate recovery plans, stakeholder talking points, and proactive outreach briefs before renewal conversations begin.

What you can track with Analytics

Identify recurring churn signals and adoption friction across accounts and segments.

Unified Customer Knowledge Distribution

Ensure consistent knowledge, understanding, and answers across Support, CS, and Sales.

What to include in your Knowledge Base

Product specs, release notes, support history, past tickets, pricing updates, positioning guidance, and customer-facing documentation are maintained as the single source of truth.

How to use the AI Navigator

Internal teams access a shared “Customer Experience Expert” to understand account status, align messaging, and eliminate account disconnects and misunderstandings.

What you can create with Content Studio

Generate sales talking points, support FAQs, adoption guides, and customer education materials directly from source documentation.

What you can track with Analytics

Identify which playbooks and motions correlate most strongly with expansion and retention outcomes.

Ready to Transform Your Customer Experience?

Join leading companies using Implicit to empower support and success teams with shared context, faster answers, and proactive account intelligence.

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