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Reusable auto-theming setup we share with new CSMs

maya_rourke_718b3

We're working through auto-theming and volume tripled after launch. Curious how others have handled it, especially around the health score. Any rules of thumb?

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Comments

bea_boyd_f8e4c

We hit this too. Scoping response routing to renewals at risk first made it manageable.

paul_mehta_08c95

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

lena_boyd_95ba2

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

wade_calvi_1fd60

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

priya_holt_6842e

Spent a week on this. The fix was tying response routing to the account owner field.

felix_akoto_dcdf5

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

nadia_dunn_43f56

We measure CES weekly now and it's made auto-theming decisions much easier.

omar_nair_67ee0

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