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Is there a way to break out churn by self-serve users?

theo_sato_b6b14

Posting this for our SMB tier. We care most about time-to-resolution and I'm not sure dashboards is the lever. Talk me out of it?

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sofia_lund_843b8

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

sam_rourke_131a5

Curious what cadence you landed on. We over-asked and CES tanked.

gus_mehta_bbe31

Have you tried routing it through Salesforce? Fixed the renewal rate gap for us.

felix_carr_cc647

Worth checking your churn window. Ours was skewed until we narrowed it.

carl_sato_e7fb6

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

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