Deliver personalised CS at scale

Not at all. Digital CS is about delivering the right level of engagement efficiently — not a lower quality of service. Quivly helps you scale the same best practices your top CSMs use across your entire book, while intelligently routing complex situations to humans. Many teams use Quivly to improve the experience for mid-market accounts that previously got minimal attention.

Every message Quivly sends is personalised with real account data: their actual usage stats, the features they’ve adopted (and the ones they haven’t), their contract tier, their recent support interactions. It’s not merge-tag personalisation — it’s context-aware messaging that reads like a CSM who knows the account wrote it.

Triggers can be based on any combination of: time-based milestones (day 30, day 60, 90 days before renewal), usage events (first login, feature activation, usage drop), health score changes, or CRM fields. All trigger logic is fully configurable — you can start with Quivly’s proven templates and adjust from there.

You define the escalation rules. Common triggers include: health score dropping below a threshold, a customer replying to an automated message, an NPS detractor score, or a usage pattern that matches your churn profile. When escalation triggers, Quivly creates a task for the CSM with full context so they can pick up the conversation without starting from scratch.

Yes — this is the most common deployment pattern. Quivly handles the automated motions for your long-tail and mid-market accounts while your CSMs focus on strategic accounts. You can define which accounts Quivly manages autonomously, which get a blended approach, and which are fully human-led.