Customer Success

Onboarding calls that start with context.

Collect what you need up front, so kickoff and onboarding calls skip the basics.

Hand pointing at a laptop screen during an onboarding walkthrough

A new customer's first call sets the tone. If it opens with a request to repeat what they already told sales, the handover has failed before onboarding begins.

CalStack asks those questions when the customer books. You get their goals and setup before the call, and a written recap after it.

Where onboarding calls lose time

The handover drops details
What the customer told sales rarely reaches the person running onboarding. The customer ends up explaining it twice.
Scheduling drags on
Finding a kickoff time by email can take days, and the gap between signing and starting grows.
Follow-ups depend on memory
Without a record of what was agreed, next steps get lost between one call and the next.

An onboarding call, before, during, and after

01 · Before the call
Collect the context when they book
Give each kind of call its own booking page: onboarding, kickoff, user research. Each one asks its own questions. Before you join, generate an agenda from the customer's answers.
02 · During the call
Keep the agenda next to the call
The side panel in Google Meet shows the customer's answers and your talking points. Tick off each point as you cover it.
03 · After the call
Leave with a next step
Add your notes and tag the outcome. CalStack writes a recap with a summary, key points, and one suggested next step that you can copy into your follow-up.

What customer success teams use

A booking page for each kind of call
Onboarding, kickoff, and research calls need different questions and different lengths. Each booking page has its own.
- Its own questions, meeting length, and weekly hours
- Its own hosted link to send to customers
- A bookings list you can filter by booking page
Intake questions customers finish
Customers see one question at a time with a progress bar, and can skip the optional ones.
- Text, number, date, choice, and rating questions
- Follow-up questions based on a choice
- Room for notes and up to 5 extra guests on the booking
An agenda from their answers
From the booking, ask CalStack for an agenda. It writes ordered talking points from what the customer told you, with suggested minutes that fit the call length.
- Your own instructions to steer the agenda
- Edit, reorder, add, or remove topics
- The same talking points in the dashboard and in Google Meet
Notes, outcomes, and recaps
Notes are private to your team, and the recap is written from them.
- Summary, key points, and one suggested next step
- Regenerate or copy the recap
- Custom outcome tags, set by the organization owner
Rescheduling without email
Every calendar invite carries a link to reschedule or cancel.
- The customer picks a new time from your free slots
- The same calendar event is updated
- Google Calendar notifies everyone on the booking

Works with the tools your team already uses

Google Calendar and Google Meet are built in. Each booking page can also post new bookings to a Google Chat space or send them to Zapier, with the customer's answers attached.

Questions and answers

Is the recap sent to the customer automatically?

No. The recap stays on the booking. Copy it into an email or a message when you want to share it.

Does CalStack record or transcribe the call?

No. The recap is written from the notes you type during or after the call. Nothing is recorded.

Are agendas created automatically for every booking?

No. You generate one from the booking in your dashboard when you want it, and you can edit the result before the call.

Can I hand a booking to a teammate?

Yes. Owners and editors can assign an upcoming booking to a teammate, who is added to the calendar event.

Can customers book in their own timezone?

Yes. CalStack detects the customer's timezone and shows your free times converted to it.

Which calendar and meeting tools are supported?

Google Calendar and Google Meet. Other calendars and video tools are not supported.

From the blog

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