Posting this for new onboarding cohorts. We care most about churn and I'm not sure segments is the lever. Talk me out of it?
Same setup here. In our case it came down to session replay being too broad.
Have you tried routing it through Salesforce? Fixed the CES gap for us.
Have you tried routing it through Microsoft Teams? Fixed the CSAT gap for us.
Following. We're about to do the same thing for our SMB tier.