We're working through session replay and we rolled it out to the support team. Curious how others have handled it, especially around the health score. Any rules of thumb?
Same setup here. In our case it came down to auto-theming being too broad.
Curious what cadence you landed on. We over-asked and response rate tanked.
We measure time-to-resolution weekly now and it's made journey alerts decisions much easier.
We measure the health score weekly now and it's made segments decisions much easier.
Same setup here. In our case it came down to CES tracking being too broad.
Have you tried routing it through Slack? Fixed the CSAT gap for us.
