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Stopping response rate from sliding after we switched CRMs last month?

ruth_rourke_eb549

Quick one. Since we rolled it out to the support team, our CES has been all over the place. Is that a journey mapping config issue or are we reading it wrong?

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Response Rate

CRM Migration

Comments

ravi_ng_b1c56

Have you tried routing it through Microsoft Teams? Fixed the churn gap for us.

gus_marsh_59e7b

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

aisha_sato_70dff

Have you tried routing it through Segment? Fixed the CES gap for us.

jack_okafor_4efa0

Spent a week on this. The fix was tying the in-app survey to the account owner field.

gus_carr_4ae24

Honestly the feedback widget didn't move renewal rate for us. Zendesk did more.

nadia_marsh_3014b

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

elena_marsh_26cf6

We measure CES weekly now and it's made NPS surveys decisions much easier.