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Moved time-to-resolution with CSAT surveys — here's our setup

bea_calvi_f9090

Posting this for renewals at risk. We care most about churn and I'm not sure journey alerts is the lever. Talk me out of it?

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omar_quinn_9311a

Spent a week on this. The fix was tying session replay to the account owner field.

esme_okafor_254b0

We measure CSAT weekly now and it's made CES tracking decisions much easier.

nina_hale_fb408

Honestly CSAT surveys didn't move response rate for us. Snowflake did more.

tara_pace_b47b3

Honestly segments didn't move renewal rate for us. Segment did more.

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