When creating a document, you are creating something similar to a Google Doc. Both you and your customer can edit the page at the same time, and you can format the document with images, gifs, tables, and more to create a wide range of document types. ✍️ 📄
Common use cases when using Documents include:
Success Plans: Create Success Plans with Customers that are mutually agreed upon during Onboarding and referenced on an ongoing basis during business reviews.
Alignment Docs: Create documents to align on specific goals or requirements with customers, with clear questions they need to answer and can be referenced later on.
Surveys: Create Survey documents with questions in tables and ask your Customer to complete them with detailed responses before catch-ups, then use the catch-up to review their answers.
Mutual to-Do Lists: Who hasn't created a Google Doc with a customer with a list of things that need to be done? Put these lists in a Customer Portal instead, alongside other relevant content.
General Q&A: Create a simple place for customers to ask questions or offer reflections. So much better than an endless flow of emails that get lost during onboarding.
Documents can be created on the fly in a specific Customer Portal, or saved as a Template in your Planhat account and shared with multiple customers.
Document Templates
Successful CS teams need to create repeatable and scalable processes or they risk becoming a cost center.
To help, when using Portals you can create Document templates in Planhat and use them across multiple customers. Once shared a template can be edited and customized to meet the specific needs of that Customer, while preventing the need to re-create the same content every time.
To create a template, click on your avatar (bottom left) > Customer Portal > Add Document. Equally, any document created in a Portal can be saved as a template for future use.
Pages
Pages solve similar use cases to Documents, but have a few fundamental differences:
Pages are not editable by customers. They are one-way documents only, similar to sharing a web page or a PDF.
Pages can use merge tags from your account profile, meaning saved templates are always personalized for the customer. (Don't forget, in Planhat, almost any field you create on the company profile is available as a merge tag meaning you can create hyper-personalized emails and templates using them.)
Pages can be designed using a rich text editor meaning you can create beautiful HTML pages to share.
Pages need a template. To build one, hover over your initial at the bottom left corner of the screen -> Customer Portal -> Add page.