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journey mapping behaving oddly since we scaled past 5,000 accounts — ideas?

ivy_pratt_be196

We measured time-to-resolution before and after turning on dashboards. The result surprised us. Anyone seen the same?

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Journey Mapping

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elena_reyes_5b894

Following. We're about to do the same thing for self-serve users.

ned_sato_69e79

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

sofia_lund_c6717

Honestly dashboards didn't move churn for us. Snowflake did more.

elena_carr_ab86a

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

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