We're working through session replay and we rolled it out to the support team. Curious how others have handled it, especially around CSAT. Any rules of thumb?
Same setup here. In our case it came down to CSAT surveys being too broad.
Honestly the in-app survey didn't move time-to-resolution for us. Microsoft Teams did more.
We hit this too. Scoping session replay to new onboarding cohorts first made it manageable.
We measure response rate weekly now and it's made dashboards decisions much easier.
