Currently: CSMs will choose red/amber/green manually upon gauging customers' likelihood to renew on each interaction (e.g. EBR, Escalation etc). The score will go stale after 30 days as CSMs should be interacting with each customer at least once monthly.
Ideally: Every time a customer interacts with support, we can also track the sentiment of the call. This would aggregate and we could show rolling averages which could be used to update the health score and create risk/expansion CTAs.
We send out a CSAT after email/chat/phone support cases but this has a very low response rate so isn't particularly reliable. Is there a more effective way of tracking customer sentiment and do you ask the customer to record this or the support agent?
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