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Stopping CES from sliding after we rolled it out to the support team?

priya_ng_146e2

Quick one. Since we switched CRMs last month, our NPS has been all over the place. Is that a session replay config issue or are we reading it wrong?

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Comments

priya_reyes_4e816

Worth checking your time-to-resolution window. Ours was skewed until we narrowed it.

nadia_rourke_81362

Honestly dashboards didn't move NPS for us. Zapier did more.

ravi_carr_e82b9

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

priya_frei_3e156

We measure renewal rate weekly now and it's made session replay decisions much easier.

zoe_webb_925c6

Honestly CES tracking didn't move response rate for us. Salesforce did more.

sam_calvi_6dba8

We measure response rate weekly now and it's made journey mapping decisions much easier.