Convo is customer success AI that helps CSMs during onboarding calls, check-ins, and renewals. It brings back account context, listens for renewal risk, and suggests what to ask next. Live Assistant checks the conversation every few seconds. Ask AI responds when the CSM asks for help. After the call, Convo drafts the follow-up and CRM notes. It works alongside Gainsight, Vitally, ChurnZero, and Totango.
Convo for customer success
Convo brings account history and live help into onboarding calls and check-ins. CSMs can answer questions and deal with concerns without leaving the conversation.
“Operations uses it every week. The other teams haven’t really picked it up yet.”
Convo · Ask next
Ask what’s blocking adoption across the other teams.
One continuous relationship
Convo remembers the account between calls and brings back anything your team still needs to act on.
Before the call, Convo brings back the last conversation and anything that still needs an answer or an owner.
Live Assistant checks the conversation every few seconds. If it hears a risk or a question, it shows the CSM what to ask or say next.
Convo drafts the follow-up and CRM notes, then saves what was agreed for the next call.
Why it matters
Catch risks earlier and carry every commitment forward.
Accomplish more with Convo
When adoption slows or the customer questions the value, Convo helps the CSM find out why before the call ends.
“I’m not sure the wider team is seeing enough value yet.”
Signal
Value concern
Ask next
Which outcome has been hardest for the team to see?
Convo brings back the last conversation and any open actions when the CSM needs them. The CSM stays in the call without searching through notes.
Account memory
Last call
Rollout delayed by training
Open action
Send security checklist
Customer goal
Three teams live by August
The checklist was sent after your last call. Legal still needs the data-retention details.
When a customer mentions another team or use case, Convo prompts the CSM to ask who else could benefit and what they would need.
Customer · Live
“Our regional teams are asking if they can use this too.”
Which regional teams are interested, and what would they need to adopt it?
Managers can save a stronger response from one call and make it available to the team during future calls.
Call moment
Customer questioned the rollout plan.
Manager cue
Ask what success must look like before renewal.
Next call
The saved question appears during the next customer call.
Convo drafts the follow-up and CRM notes from what was agreed, then saves those actions with the account.
What was agreed
Training owner confirmed by Friday.
CSM sends the rollout plan. Customer introduces the regional lead.
Customer follow-up
Ready to review
CRM note + tasks
Ready to sync
Next-call memory
Commitment saved
Why retention matters
74%
of customer-revenue leaders say most of their revenue comes from existing customers.
Source: 2025 Customer Revenue Leadership Study · 793 participants
Where Convo contributes
Convo helps the CSM handle risks and questions during the call, then sends the notes and follow-up back to the tools the team already uses.
Fits your customer stack
Gainsight, Vitally, ChurnZero, Totango, and your CRM keep the account organised. Convo helps during the call and sends the notes and follow-up back afterwards.
Customer platform + CRM
Convo · Conversation layer
For the person who owns retention
No. Keep them for account health, usage data, and lifecycle programmes. Convo adds live help during the customer call and prepares the notes and follow-up afterwards.
When a customer says adoption has slowed or the value is unclear, Convo suggests what the CSM should ask next. The team gets a chance to deal with the problem before renewal.
A small private Convo window can show one useful answer, question, or reminder. Live Assistant analyses the conversation every few seconds and can step in independently. The CSM can also use Ask AI whenever they decide they need help. Nobody else on the call sees the window.
Yes. Convo brings back the customer’s goals before the call and reminds the CSM what to cover. Afterwards, it drafts the summary and follow-up. Your existing tools still handle product analytics and QBR decks.
Convo keeps account knowledge available to the team. Conversation intelligence shows leaders where customers raise the same concerns and lets them save strong responses for future calls.
Convo drafts the follow-up and CRM notes, then saves the action items from the call. See the integrations page for email, calendar, Slack, Notion, and CRM connections.
Customer success resources
Ready for the next customer call
Convo brings back the account context and helps the CSM decide what to ask next.
