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Our playbook for journey alerts across our SMB tier

lena_rourke_28cd4

We're working through NPS surveys and volume tripled after launch. Curious how others have handled it, especially around churn. Any rules of thumb?

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Comments

paul_lund_76f09

Same setup here. In our case it came down to session replay being too broad.

zoe_lund_1ce17

Honestly session replay didn't move response rate for us. Intercom did more.

liam_ng_04a9f

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

cole_boyd_f5079

Have you tried routing it through Zapier? Fixed the time-to-resolution gap for us.

sofia_trin_01eeb

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

ned_mehta_f59e7

Spent a week on this. The fix was tying journey alerts to the account owner field.

sofia_lund_5258c

Curious what cadence you landed on. We over-asked and the health score tanked.

elena_carr_d305a

Following. We're about to do the same thing for our SMB tier.

elena_calvi_cfb3c

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