In a perfect world, customer success teams would never be blindsided by customer churn. They would know every customer touchpoint across the product, customer support, and onboarding so they could proactively take measures to improve customer experience. However, this isn’t usually the case. Customer data is often scattered across various applications, making it difficult to create a cohesive Customer360 view. This fragmentation can lead to blind spots, where critical customer signals go unnoticed, increasing the risk of churn.
We’re launching a conversational Customer360 to make it easier than ever before to identify opportunities and risks. DevRev brings in data across support tickets, incidents, and user sessions to give you the most accurate view of your customer’s experience.
Get a holistic view of your customer
Most customer success solutions include a limited set of customer touch points in their health scores. They might be able to track customer engagement with CSMs, completion of onboarding journeys, and survey scores. But they leave out critical data like product usage and outages. Operating without a full view of customer experience can leave you unable to answer critical questions:
- How are customers engaging with your product?
- Have there been any outages or incidents affecting their experience?
- What support tickets have they raised, and how satisfied are they with the responses
DevRev’s Customer360 allows you to bring in every customer touchpoint, no matter where it occurs. You can now include support tickets, incident reports, and session analytics into your customer health score, making it the most accurate way to capture your customer’s experience.
Identify drivers of customer health
DevRev’s Customer360 dashboard offers a unique three-level drill down of customer health. You can instantly view at a glance how many customers are health, at risk, and neutral. You can then dig into your data by viewing individual health scores of customers falling under each category and then further analyze what’s driving their health scores. For example, for a specific customer, you might notice that their product usage and engagement scores over a time period have remained constant, but their average ticket age has increased significantly, thus impacting their overall health. This three-level drill down makes it easier to identify risk drivers with fewer clicks and less time spent on analysis.
Configure metrics based on what you value
We’re making it seamless to configure your customer health scores based on what matters most to you. You can group selected metrics into a ‘metric set’ - for example, CSAT scores, support ticket resolution times, and average ticket ages into a ‘Customer Satisfaction’ metric set. You can also adjust how much weightage is given to each metric set when calculating the overall health score of a customer. This gives you complete control of defining customer health and determining risk factors.
Make customer data custom queryable
Exporting customer data from your CS tool into a BI platform? You’re not alone. Almost 80% of CS leaders we spoke to use BI dashboards in Tableau or PowerBI in conjunction with a CSP. Doing so not only increases the complexity of your tool stack, but can compromise the relevancy of customer insights. You lose valuable time exporting data and depending upon analyst teams to interpret them - time that could be used to detect and mitigate churn. DevRev’s powerful in-app analytics can analyze millions of touch points to provide instant reports on customer health and churn risk. You can now ask questions of your data through a conversational interface to surface insights faster, make informed decisions quickly, and reduce the risk of customer churn.
Take action through extensible workflows
Having data is one thing; acting on it is another. DevRev’s workflow engine allows you to create custom workflows and triggers right from where you work. This allows you to intervene before its too late when a customer’s health score drops, without having to manually track and follow up. It also allows you to detect upsell opportunities early on to increase your customer lifetime value with minimal manual involvement.
DevRev’s Conversational Customer360 makes customer success a priority for every team.
