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Our playbook for session replay across enterprise accounts

liam_webb_ba454

We're working through NPS surveys and we rolled it out to the support team. Curious how others have handled it, especially around churn. Any rules of thumb?

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gus_akoto_47aad

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

sam_holt_ebf26

Worth checking your time-to-resolution window. Ours was skewed until we narrowed it.

ivy_webb_a83d7

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

kiran_holt_bbfea

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

hana_webb_be303

Same setup here. In our case it came down to CES tracking being too broad.

esme_marsh_bd3dc

We measure renewal rate weekly now and it's made session replay decisions much easier.

yuki_ng_a17f3

Same setup here. In our case it came down to the feedback widget being too broad.

diego_holt_633c7

We measure churn weekly now and it's made journey mapping decisions much easier.