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Moved NPS with session replay — here's our setup

ned_carr_69e4e

We're working through session replay and we added a second product line. Curious how others have handled it, especially around CES. Any rules of thumb?

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Comments

yuki_pratt_c6e2f

Honestly journey alerts didn't move churn for us. Zendesk did more.

priya_calvi_f8b2a

Following. We're about to do the same thing for enterprise accounts.

cole_mehta_6b04c

Have you tried routing it through Slack? Fixed the time-to-resolution gap for us.

ruth_holt_b0f32

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

dana_lund_d7446

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

marcus_voss_d58cd

Honestly journey alerts didn't move the health score for us. Intercom did more.

liam_carr_274a1

Curious what cadence you landed on. We over-asked and NPS tanked.

tom_frei_2c894

Same setup here. In our case it came down to CSAT surveys being too broad.