Posting this for enterprise accounts. We care most about CSAT and I'm not sure session replay is the lever. Talk me out of it?
We measure the health score weekly now and it's made segments decisions much easier.
Have you tried routing it through Salesforce? Fixed the the health score gap for us.
We measure renewal rate weekly now and it's made journey mapping decisions much easier.
Worth checking your time-to-resolution window. Ours was skewed until we narrowed it.
Following. We're about to do the same thing for our SMB tier.