Give your CSMs the answer, straight from your own docs
When a customer hits a wall, your CSM asks Joy and gets the fix from the current runbook, cited, instead of pinging engineering. Your onboarding becomes training customers finish on their own, and you can see who is adopting what. It runs alongside your CS tools and LMS.
“What's the fix when a sync fails after an SSO change?”
Answered straight from the current runbook, with the source cited.
Runbook v2.6 · cited“Which accounts haven't finished onboarding?”
By segment, in seconds.
Capture how your most experienced CSMs handle escalations and renewals, and keep answering with …
What your CSMs can do with Joy. It runs on the product docs and runbooks you already keep current.
Answer anything from your own sources
CSMs ask in plain language and get the current answer from your product docs, runbooks, and policies, with the source cited, so they aren't pinging engineering or digging through the wiki.
Explore this outcome →“How do I migrate a customer from the legacy plan?” → answered from the current runbook, with the source cited.
“What's covered under the enterprise SLA?” → the exact terms, straight from your approved docs.
When the runbook doesn't cover something, Joy says “that isn't documented yet” rather than guessing at an answer.
Turn your data into decisions and action
Ask a plain-language question about adoption and get a live view: which accounts have onboarded, where customers are stalling, which admins still need certifying.
Explore this outcome →“Which accounts haven't completed admin certification?” → the exact list, ready to follow up.
“Where are new customers dropping off in onboarding?” → by step and segment, in seconds.
Onboarding progress and training completion pulled live from your CS platform and LMS.
Transform your knowledge into know-how
Turn the onboarding you repeat on every call into customer training that scales, and give new CSMs practice on the hard conversations before they own an account.
Explore this outcome →A customer admin certification built from your own docs, ready to assign at kickoff.
A tense renewal conversation a new CSM can rehearse, with coaching feedback, before the real one.
A short “what's new” course that proves customers understood the release, with completion tracked.
Preserve what your experts know
Capture how your most experienced CSMs handle escalations and renewals, and keep answering with it after they move on.
Explore this outcome →Your best CSM's escalation playbook, captured as a virtual expert the whole team can ask.
New CSMs get the “how we actually save this account” answer without booking time with a lead.
Institutional know-how that outlasts turnover, grounded only in what you've approved.
It works alongside your CS tools and LMS, and covers everyone without charging per seat.
Up and running in three steps, with nothing to migrate.
Connect your sources
Point Joy at the docs, runbooks, and onboarding guides you already maintain, and connect your CS platform or LMS. Your content stays right where it is.
Invite the team
CSMs ask Joy instead of interrupting engineering, new hires follow their ramp path, and customers self-serve their onboarding.
Measure what changed
Ask who has onboarded, certified, and adopted, by account or segment, then follow up straight from the answer.
My CSMs used to wait on engineering for answers we'd already documented somewhere. Now they ask Joy and get it, cited, and customers are onboarding themselves instead of booking another call with us.
Give every CSM a cited answer and every customer a clear path to onboard
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