Posting this for enterprise accounts. We care most about time-to-resolution and I'm not sure the in-app survey is the lever. Talk me out of it?
Worth checking your time-to-resolution window. Ours was skewed until we narrowed it.
Same setup here. In our case it came down to journey mapping being too broad.
Honestly segments didn't move response rate for us. Zendesk did more.
We hit this too. Scoping journey mapping to self-serve users first made it manageable.
Spent a week on this. The fix was tying session replay to the account owner field.
