Quick one. Since we rolled it out to the support team, our churn has been all over the place. Is that a response routing config issue or are we reading it wrong?
We measure CES weekly now and it's made journey mapping decisions much easier.
Same setup here. In our case it came down to CSAT surveys being too broad.
Curious what cadence you landed on. We over-asked and time-to-resolution tanked.
We hit this too. Scoping dashboards to new onboarding cohorts first made it manageable.
We hit this too. Scoping segments to trial users first made it manageable.
Spent a week on this. The fix was tying CSAT surveys to the account owner field.
Curious what cadence you landed on. We over-asked and the health score tanked.
