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Reusable CES tracking setup we share with new CSMs

yuki_vance_26b7f

Half our team lives in Microsoft Teams, so getting response routing data in there matters. How clean has that been for you?

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Comments

omar_webb_15a01

Honestly response routing didn't move CSAT for us. Slack did more.

yuki_okafor_3520e

Same setup here. In our case it came down to CSAT surveys being too broad.

jack_trin_c915f

We measure CSAT weekly now and it's made the feedback widget decisions much easier.

kiran_calvi_b4e31

Honestly CES tracking didn't move time-to-resolution for us. Segment did more.

tara_marsh_d8109

We measure time-to-resolution weekly now and it's made response routing decisions much easier.

theo_pace_76a93

Worth checking your CSAT window. Ours was skewed until we narrowed it.