Natively for customer success teams
Natively helps customer success managers keep every customer conversation usable: it transcribes onboarding sessions, account reviews and troubleshooting calls on your own computer, with no bot joining, then writes notes you can log on the contact in your CRM. Before a renewal, you can ask one question across all of a customer's past calls instead of rereading them.
By Evin JohnPublished 6 min read
Why customer context gets lost between calls
A customer success manager might talk to the same account a dozen times a year: a kickoff, weekly onboarding check-ins, a quarterly business review, a few support escalations and a renewal conversation. Each call produces small commitments. A champion mentions a reorg. An admin says the export is too slow for their finance team. Someone asks for a feature by a specific date.
Those details usually end up in three places: a hurried CRM note, a personal notebook and the CSM's memory. When the account changes hands or the renewal comes up nine months later, the useful part of the history is hard to find. The call recordings, if anyone made them, sit unwatched.
Customers also join from different tools. One account lives in Microsoft Teams, another insists on Google Meet, a third calls from a phone bridge. Natively captures the call audio on your computer, so the same workflow covers all of them, and it does not add a recorder bot to the participant list of a customer meeting.
A customer success workflow, call by call
- Before the callConnect Google Calendar, Outlook, Apple Calendar (Mac only) or an ICS link. Natively names the meeting after the calendar event and knows who was invited, so the notes are filed under the right customer without retyping. If the account has history, ask across past meetings for open issues before you join.
- Pick the shape of the notesWith Pro, choose the note template that fits: Customer Onboarding for a kickoff, Account Management or Customer: Existing for a check-in or QBR, Troubleshooting for a support call. On the free plan, the General mode still writes a summary, sections and action items.
- During the callThe live transcript keeps your side (microphone) separate from the customer's side (system audio). If the customer asks something you cannot answer from memory, ask Natively and it answers from the transcript so far, your notes and any files you added.
- When they share an error screenCapture a screenshot of the error dialog, log line or dashboard they are showing and ask about it. This needs an AI model that can read images.
- After the callReview the notes and action items, then log them on the contact in HubSpot, Salesforce, Attio or Pipedrive, post them to a Slack channel for your support team, and send the drafted follow-up email from Gmail once you have checked it.
Fictional example
- CSM
- What problems did Halden Logistics raise in the last four months, and did we close each one?
- Natively
- Three issues came up. In the June onboarding check-in, their admin said CSV exports time out on large date ranges; the July troubleshooting call notes a workaround (smaller ranges) but no fix. In August, their finance lead asked for approval routing by department and you said you would check the roadmap. In September, they mentioned their operations team is moving to a new regional structure. None of these has a recorded follow-up after September.
- CSM
- Draft a short agenda for the renewal call that addresses those three points first.
The answer is only as good as what was said and saved, and you should check the quoted calls before repeating anything to the customer. The point is that the history is searchable in seconds instead of scattered across tabs.
Which feature fits which customer call
| Scenario | What to use | Plan |
|---|---|---|
| Kickoff and onboarding sessions | Customer Onboarding note template | Pro |
| QBR or account review | Account Management note template | Pro |
| Check-in with an established customer | Customer: Existing note template | Pro |
| Bug report or how-to call | Troubleshooting note template, plus screenshots of the customer's screen | Template: Pro. Screenshots: Free |
| Support lines where you answer customer questions live | Call Center mode, a built-in mode written for a support agent helping a customer | Pro |
| Any customer call, general notes | General mode: summary, sections and action items | Free |
| Renewal or expansion prep | Ask across past meetings for this customer | Free |
| Keeping the CRM current | Log notes on contacts in HubSpot, Salesforce, Attio or Pipedrive | Free |
| Recap email | Follow-up draft, sent from Gmail after you confirm | Free |
Pro also has a one-time 30-minute free trial, which is enough to try the templates on a real onboarding call. Current plans are on the pricing page.
Setting it up for a book of accounts
- Install the desktop appNatively runs on macOS 12 or later and on Windows 10 or 11 (x64).
- Choose how transcription runsAdd a key for a speech provider such as Deepgram, Soniox or OpenAI, or download an on-device model such as Whisper or Parakeet. If customers speak several languages, check that the provider or model you pick covers them.
- Choose the AI model for answers and notesUse your own key (OpenAI, Claude, Gemini and others), a local model through Ollama, or the hosted Natively API.
- Connect your calendarSo each meeting is named after its event and the invite list is known.
- Connect the CRM you already useNatively logs notes on contacts. It does not map fields or move deals between stages, so keep those updates in your CRM's own workflow.
- Run a test callTry it on an internal call first and read the notes before using it with a customer.
What Natively does not do
- It does not update CRM fields, health scores or deal stages automatically. It logs notes on contacts.
- It does not create tickets in Jira, Linear or Asana. Escalations still go through your ticketing tool; a Slack message or webhook can carry the notes there.
- It does not record video. Screens are captured only when you take a screenshot.
- It records only calls you take on the computer running Natively. It cannot sit in on a teammate's call for you.
- Telling apart several voices on the customer's side depends on the speech provider (Deepgram, Soniox or the Natively API). Names can also come from Google Meet in Chrome, through the Companion extension, and from the Zoom and Teams desktop windows.
For how live answers and notes work in general, see the AI meeting assistant overview. Teams that also run sales calls can compare the sales call assistant.
Questions people ask
Can Natively update fields or deal stages in my CRM?
No. Natively logs meeting notes on contacts in HubSpot, Salesforce, Attio, Pipedrive and Affinity, but it does not map notes to CRM fields or move deals between stages. Keep those updates in your CRM's own workflow.
Does the customer see a bot in the meeting?
No. Natively captures your computer's system audio and microphone, so nothing joins the call and it works with Zoom, Teams, Meet, Webex or a phone call through the computer. Because nothing announces it, tell customers you are taking AI notes and follow the consent law that applies.
Which customer success features need Pro?
The note templates (Customer Onboarding, Account Management, Customer: Existing, Troubleshooting) and the Call Center mode need Pro or the one-time 30-minute trial. Transcription, live answers, General-mode notes, screenshots, CRM connectors and questions across past meetings are free.
Where to go next
Natively captures the call audio on your own computer, so no bot joins the meeting. Notes, recaps and answers come from the transcript.
Facts on this page were last checked on . Product details come from the Natively app itself; if something here is out of date, tell us at hello@heynatively.com.
