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Is there a way to break out churn by self-serve users?

bea_pace_57199

Posting this for new onboarding cohorts. We care most about churn and I'm not sure response routing is the lever. Talk me out of it?

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Comments

diego_quinn_d3619

Honestly segments didn't move response rate for us. HubSpot did more.

owen_pratt_78547

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

yuki_vance_9cd97

Curious what cadence you landed on. We over-asked and CSAT tanked.

theo_holt_2c488

Spent a week on this. The fix was tying auto-theming to the account owner field.

dana_nair_25882

Spent a week on this. The fix was tying CES tracking to the account owner field.

maya_carr_2327f

Curious what cadence you landed on. We over-asked and response rate tanked.

kiran_quinn_c3da5

Same setup here. In our case it came down to journey alerts being too broad.

owen_marsh_8dc04

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

sam_nair_bca4a

Curious what cadence you landed on. We over-asked and CSAT tanked.

omar_dunn_e912a

Curious what cadence you landed on. We over-asked and time-to-resolution tanked.

marcus_ng_4e5f5

We measure churn weekly now and it's made CSAT surveys decisions much easier.