We’ve made a key improvement to how Time Spent Tracking works in GoCSM — ensuring more accurate reporting of real user engagement.

Previously, GoCSM tracked time as long as a feature or tab was open — even if the user wasn’t actively interacting with it. This meant you might see inflated usage data if someone left a tab open and walked away.

Time is now tracked only when the GoCSM feature window is active.

If a user switches tabs, minimizes the window, or walks away without interacting, the clock pauses — giving you a much clearer picture of how much time is truly spent using your platform.

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Accurately see which features your users are really spending time on — not just what they left open.

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Use precise engagement metrics to prioritize feature improvements based on actual usage, not idle time.

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Your dashboards and reports now reflect active user behavior, leading to more trustworthy data for your Customer Success and Product teams.

This fix is now live across all GoCSM dashboards.

📩 Questions or feedback? Let us know below or book a support session.

We’re excited to launch CSM Hours, a powerful new feature that lets you set and track the number of Customer Success Manager hours allocated to each customer — based on their plan or subscription level.

This is perfect for agencies and SaaS businesses that offer hands-on support, onboarding, or consulting time as part of their pricing tiers. Now, you can measure the actual time your CSMs spend per account and manage that resource more efficiently.

Integrate Stripe

1

Go to Plans Configuration inside your GoCSM dashboard. For each SaaS or service plan, set the number of monthly CSM Hours that come with it.

Once enabled, your CSMs will have access to the widget where they can start/stop tracking time directly while working on a customer’s account.

CSMs can see how many hours are remaining per client and log their activities within the widget — making time management seamless.

Inside the Company view under Health, you'll see:

📊 – Know which clients are taking the most CSM time and whether it aligns with their value to your business.

🔄 – You can show customers how much time they’ve used and what it was used for.

💸 – Ensure your service time scales appropriately with what clients pay for.

📅 – Keep your CS efforts organized and trackable, without needing separate tools.

The CSM Hours feature is now live for all GoCSM users.

Try it out today and start maximizing your team's efficiency!

Collecting feedback just got a major upgrade.

With the new Feedback Customization features in GoCSM, you now have full control over the look, feel, and behavior of your Request Feedback Widget — so it perfectly matches your brand and strategy.

Whether you're collecting feedback in-app or on your client portal, this enhancement gives you the flexibility to make every touchpoint feel personalized and purposeful.

You can now customize the Feedback Widget by:

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Match it to your brand or platform theme for a seamless experience.

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Set the tone of your feedback request — go classic with stars or casual with emojis.

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Write your own feedback prompt and thank your users in your brand voice.

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Automatically redirect satisfied users to leave a public review — boosting your reputation where it matters most.

Agencies and SaaS platforms can ensure their feedback request matches the branding of their dashboard or app.

Use positive internal feedback as a launchpad to grow your Google or Facebook reviews.

Choose emojis for a light and friendly experience, or stars for a more structured one — depending on your audience.

Write the widget content in any language to localize the experience for different regions or client types.

🔁 A branded and friendly widget is more likely to get clicked — which means more feedback from your customers.

🌍 With direct links to Google and Facebook reviews, you can turn internal wins into public testimonials.

🧠 Tailored feedback messages let you guide customers into giving actionable, relevant responses.

Go to your Feedback (NPS) > Customize

Adjust the color, rating type, and custom messages

Add your Google or Facebook review links

Enable the Request Feedback in Health

Start collecting feedback that feels like you

This update is now available for all GoCSM users.

Need help configuring it? Check the Help Docs or join a support session.

This new feature is all about giving you deeper insights into how your customers are interacting with your service. Here’s what you can expect:

This feature aims to empower you with insights to enhance customer satisfaction and retention. Dive in and explore these metrics to better understand your customer base!

Hey everyone! We're excited to roll out our new Eagle-view Dashboard. This tool is designed to give you a bird’s-eye view of your entire client base. Here’s what you can look forward to:

This dashboard is all about making your life easier and helping you stay two steps ahead. Check it out and let us know how it works for you!

We're delighted to announce that the GoCSM White-labeled Customer Support Portal is now live! This portal has been expertly designed to offer a streamlined and branded experience for managing customer interactions. Below is a detailed overview of the portal's core functionalities and the benefits they bring to your business.

The portal is available for immediate use for all GoCSM users. You can log in to your account to start setting up and customizing your new customer support portal. Detailed guides and support are available to assist you throughout the setup process.

Your feedback is invaluable as we continue to improve and expand our offerings. Please share your experiences and suggestions regarding the new customer support portal.

We are excited to see how the GoCSM White-labeled Customer Support Portal transforms your customer support operations. Thank you for trusting us with your business needs.