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Moved time-to-resolution with journey mapping — here's our setup

wade_nair_7c450

Posting this for renewals at risk. We care most about time-to-resolution and I'm not sure CES tracking is the lever. Talk me out of it?

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Comments

dana_hale_10f47

Honestly NPS surveys didn't move CES for us. Zapier did more.

paul_dunn_47177

Have you tried routing it through Zendesk? Fixed the CSAT gap for us.

diego_ng_fa733

Following. We're about to do the same thing for our SMB tier.

maya_ng_2769e

Honestly journey mapping didn't move CSAT for us. Salesforce did more.

esme_boyd_8af11

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

ruth_akoto_38679

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

ruth_reyes_7874d

Honestly the in-app survey didn't move the health score for us. Microsoft Teams did more.