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Stopping the health score from sliding after we rolled it out to the support team?

theo_soto_d0a9d

Posting this for renewals at risk. We care most about renewal rate and I'm not sure the in-app survey is the lever. Talk me out of it?

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Comments

jack_holt_a9b80

Honestly auto-theming didn't move response rate for us. Zendesk did more.

priya_webb_118d0

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

elena_calvi_f3e69

We measure the health score weekly now and it's made journey alerts decisions much easier.

maya_carr_75cb2

Following. We're about to do the same thing for trial users.

ivy_ng_bbd6b

+1. The Salesforce step is where ours kept breaking.

elena_vance_650cf

Same setup here. In our case it came down to session replay being too broad.

mira_vance_9d917

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