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journey mapping behaving oddly since we rolled it out to the support team — ideas?

diego_ng_a92b9

Posting this for our SMB tier. We care most about CSAT and I'm not sure response routing is the lever. Talk me out of it?

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Journey Mapping

Comments

tom_hale_abc06

We hit this too. Scoping the in-app survey to self-serve users first made it manageable.

nina_rourke_3c877

Have you tried routing it through Salesforce? Fixed the churn gap for us.

ned_dunn_4d436

Spent a week on this. The fix was tying CSAT surveys to the account owner field.

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