Summary
A Dedicated Customer Success Manager (CSM) helps you achieve your business goals with strategic guidance, planning, and best practice recommendations.
While your CSM supports adoption and growth - technical issues, urgent requests, and bug-related concerns should be directed to the Wati Support team. Support response times (SLAs) depend on your current plan.
Note: To learn more about Wati’s Support team and available support options, refer to this guide.
Instructions
What a Dedicated CSM helps with
Your Dedicated CSM focuses on strategic guidance, adoption, and long-term success with Wati.
Strategic guidance
Your CSM helps align your Wati usage with your business goals and outcomes.
This includes:
Defining success metrics and goals
Recommending best practices based on your use case
Identifying opportunities to improve adoption and return on investment (ROI)
Conducting new feature demos when needed
Proactive account management
Your CSM works proactively to help you get the most value from Wati.
This includes:
Regular check-ins and business reviews
Monitoring product usage and adoption trends
Highlighting potential risks
Recommending improvements and optimizations
Consultation and planning
Your CSM provides structured guidance to support growth and workflow optimization.
This includes:
Campaign planning and reviews
Use-case consultation
Workflow and automation recommendations
Internal advocacy
Your CSM helps represent your feedback and priorities internally within Wati.
This includes:
Sharing product feedback with internal teams
Advocating for feature requests
Aligning internal teams on your business priorities
What a Dedicated CSM does not cover
To avoid confusion, it is important to understand what is outside the scope of a Dedicated CSM.
Real-time or 24/7 support
CSMs do not provide round-the-clock or on-demand support.
CSMs:
Operate during standard business hours
Respond asynchronously through scheduled communication channels
Do not provide instant responses
Technical support and bug resolution
CSMs do not handle technical troubleshooting or incident resolution.
This includes:
Troubleshooting platform errors or bugs
Investigating technical issues
Resolving urgent incidents
For urgent or time-sensitive issues, technical issues or bugs - contact the Wati Support team using the help widget available in your Wati Team Inbox. You can also reach out using the widget available in our help center.
Day-to-day execution
Your CSM advises you on how to best use Wati for your business needs but does not perform operational tasks on your behalf.
CSMs do not:
Execute campaigns or workflows
Make real-time account changes on request
Provide continuous operational management
If you require hands-on setup or implementation assistance from Wati, paid services are available.
When to contact Support vs your CSM
Scenario | Best point of contact |
Bug, error, or platform issue | Support Team |
Urgent issue impacting operations | Support Team |
How-to questions or setup assistance | Support Team |
Strategy, planning, or optimization discussions | CSM |
Adoption, growth, or expansion planning | CSM |
Availability and communication
CSM availability
Your CSM is available during business hours through scheduled interactions.
Communication methods include:
Scheduled calls
Business reviews
Planning sessions
Email communication
You can book meetings with your CSM using their Calendly scheduling link.
Support availability
The Wati Support team is available through:
Ticketing
Email
Chat support channels
Note:
Support channel availability depends on your selected plan.
Support response times are based on the Service Level Agreement (SLA) included in your plan.
Frequently Asked Questions (FAQs)
Working with your CSM
1. Can I contact my CSM for urgent issues?
No. For urgent or time-sensitive issues, contact the Wati Support team. CSMs do not provide real-time troubleshooting or incident handling.
2. Can my CSM help fix technical problems?
Your CSM can provide best practice recommendations and guidance, but technical issues are handled by the Wati Support team.
3. Will my CSM execute tasks for my team?
No. Your CSM provides strategic guidance and recommendations but does not perform day-to-day operational tasks.
4. How can I get the most value from my CSM?
To get the most value from your CSM:
Come prepared with clear goals and challenges
Use scheduled sessions effectively
Consolidate requests instead of sending ad-hoc asks
5. Can my CSM help with billing issues?
For billing-related requests, first contact the billing team at [email protected].
You can keep your CSM copied on the email so they have context and can help coordinate the discussion if needed.