Release Notes: Week of October 30: Open API OAuth token and a ‘Missed Chats’ flag for Custom Data Mapping

Hello Chatters,

here is an update with some of what our developer team has been working on in the last two weeks.

 

Updates

  • We have updated our Open API integration to include an oAuth token for the submission of images and files when view access to the transcript is restricted.
  • We added a ‘Missed Chat’ custom data mapping option. This will allow you to flag chats that have not been responded to in your integration.

Resolved Issues:

  • Resolved an issue where the chat button showing up on top of chat form on page refresh
  • Fixed an issue with the Microsoft Dynamics 2015 (Online) Integration where a token expired causing the integration to disconnect.
  • Updated the Capacity Report to exclude ‘Offline’ cases
  • Fixed the problem in the Settings page, caused by an update to the Chrome browser, that affected the ability to move agents in priority tiers.

Reduce Churn with Customer Health Scores

Reduce Churn with Customer Health Scores

Keeping a pulse on customer health is critical

We can all agree that maintaining a strong, healthy relationship with your customers is essential for every company that relies on repeat business. But how to maintain that relationship is less clear, especially when you’re an online business with thousands of accounts and no in-person interactions to build upon. Enter the Customer Health Score (CHS), a customer-centered solution that has been gaining buzz and momentum in recent years. Here we look at what CHS is, what metrics drive it, why tracking it is important, and how you can get started.

What exactly is a Customer Health Score?

A Customer Health Score (CHS) is a company’s measure of the health of their relationship with an individual customer. The higher a customer’s score, the healthier the relationship, and the more business the customer brings in, whether directly or indirectly. A low score, on the other hand, translates to a weak relationship and more churn—a continuous loss of customers over time.

The manual approach to CHS

Some companies choose to manually assign each of their customers’ health scores based on the team’s experience with each individual customer. This may make sense for very small companies with only a handful of customers that the employees all know well. However, the manual approach won’t easily scale as you grow.

The systematic approach

Many larger companies create health score systems to at least partially automate the process of assigning health scores to customers. You may even devote a client success team to the task.

The key metrics that feed CHS

The metrics that your company uses to measure CHS depend largely on the type of business you run. As a point of reference, the list of CHS metrics at CustomerThink includes renewals, upsells, survey results, customer engagement, total money spent, time spent as a customer, and overall usage of your product or service, among several other metrics. Some of these may not apply to your company, and there may be other important measures of your customers’ health not listed here at all.

Mapping metrics to business drivers

When in doubt, a good rule of thumb is to map your CHS metrics to the key customer-related drivers of your business. For example, suppose you’re a Software as a Service (SaaS) startup that is more concerned with building a highly engaged initial subscriber base than with upselling customers to the highest-yield plans. In that case, customer-engagement indicators that reflect signs that your customers will (or will not) continue to renew their current subscriptions may serve as the key metrics in your overall customer health score.

However, as your company evolves, so will your customer health metrics. Therefore, it’s important to revisit your CHS periodically, especially if it’s automatically generated.

Number of metrics

According to the team at Wootric, a reasonable number of metrics to use is four to six (although having more or fewer is by no means a red flag). You will probably find that the more complex your revenue streams are, the more metrics you will need.

Objective vs. subjective metrics

Another important factor that Wootric points out is the inclusion of subjective metrics. Customer success experts recommend that you should generally try to restrict the number of subjective metrics to one or two.

Weightings

You will need to add a weighting to each CHS metric according to its importance in the overall customer health score. For example, suppose that after a year of running your SaaS business, you find that service subscription/membership upgrades are twice as important as referrals in generating business. Accordingly, you might give the upgrade metric a weighting of 10 and the referral metric a weighting of 5.

Net Promoter Score

Another popular approach is the Net Promoter Score (NPS). Companies using NPS periodically give their customers a single-question survey, asking them to rate how inclined they are (on a scale of one to ten) to recommend the company’s service to others. Customers that choose 9 or 10 are promoters, 7 or 8 are passives, and 1 through 6 are detractors. The NPS equals the percentage of promoters minus the percentage of detractors, and could serve as a key metric in your overall CHS strategy.

Why CHS is important to track

Customer health has a direct impact on customer churn rates, and therefore the long-term success or failure of your business. Tracking CHS is perhaps one of the best ways to prevent churn by helping client success teams sense when individual clients are beginning to drift away before it’s too late. Dan Steinman of GainSight compares the situation to two rowboats in a lake. Without anyone in the rowboats to keep them together, the rowboats will naturally drift apart. “There’s a natural tendency for a customer and vendor to drift apart if there’s not any intervention.”

Tracking tools

Although you may choose to start from scratch with your own system, you don’t have to. There are many tools available (such as SatisMeter, Gainsight, Totango, and Wootric) that are specifically built to track customer health and NPS for you. Gainsight’s schema follows the widely used green-yellow-red approach. Green indicates good customer health, and is an opportunity for upselling. Yellow indicates a customer that may require attention. Red indicates a customer “in poor health,” “at risk of churning,” and in need of an immediate intervention.

Jumpstarting your CHS solution

As a first step toward a CHS solution, review your business model to determine the key customer-related drivers of your company’s success. Then turn each of those drivers into a metric in your customer health system (new subscriptions, upgrades, referrals, etc), giving the most important CHS metrics the strongest weightings.

Consider adding one or two subjective metrics to add some manual inputs into the system. Next, decide whether you want to code-up your own tracking system, or use pre-existing tools and customer health software as part of your process.

Finally, go live with your health score system and start tracking customer health. Naturally, you will want to make adjustments (adding or subtracting metrics, tweaking various weightings, and so on) as your company evolves and your experience with CHS deepens. Over time, you should find that your churn drops and business increases as your CHS system triggers timely interventions that repeatedly restore healthy customer relationships for the long haul.

Feature Release: Capacity Report

Feature Release: Capacity Report

Maximize staffing efficiency by viewing a breakdown of chat volume alongside team capacity for enhanced resource management

Our Analytics & Reporting offering now includes a comprehensive Capacity Report to help admins make informed staffing decisions that improve the visitor experience. The Capacity Report provides valuable insights that admins can use to help determine how to best allocate limited resources, optimize staffing budgets, appropriately schedule front-line staff, and support a satisfactory customer experience.

Enhance Visitor Experiences with Capacity Reporting

When an interested prospect lands on your website, the last thing you want is for them to get stuck in a chat queue (or unable to chat) because your sales team isn’t adequately staffed for that particular time period. This user experience is frustrating and creates a poor first impression of your business in a swift-moving medium where first impressions mean everything.

The same situation carries over to current clients. Businesses that strive to provide quality customer experiences must plan and staff accordingly to ensure that all customer inquiries and issues are addressed in a timely manner. When a customer experiencing an issue finds that chat is unavailable or is placed into a waiting queue, their frustration is compounded.

Admins can avoid negative situations like this by using the new in-depth Capacity Report to better determine how to balance current staffing resources with chat volumes based on historical data. The Capacity Report displays a color-coded 24/7 breakdown of chat volumes combined with team capacity thresholds to help admins discover trends and pinpoint times of peak activity.

Maximize resources; anticipate future needs

 
The Capacity Report consolidates historical data for the given time period to help admins identify specific days and time periods where chat may be overstaffed or understaffed. Identifying these trends makes it easier for admins to determine when and how to make staffing changes to meet customer demand while ensuring that staffing dollars and resources are allocated wisely.

This report makes it easier than ever for admins to pinpoint time periods where chat volumes have reached levels near max capacity, in addition to pinpointing the busiest, critical time periods when chat volumes have fully exceeded available team capacity (resulting in chat queues and longer visitor wait times). Admins can use these insights to better plan resources in an effort to reduce visitor wait times and maximize staffing budgets.

Read the full help guide to learn more about how team capacity thresholds are calculated. This feature is now available exclusively for Plus and above plans.

Release Notes Week of Oct. 10: Salesforce and Hubspot Account Information in the Chat Portal

Integration Updates:

The Chat Portal will now show additional information from Salesforce Business Accounts in the Chat Portal when in the Leads workflow. The new information includes a link to the Account, the Account Type, and the  Account Owner. SnapEngage will search for the Account based on the account email address domain name (ex. ‘snapengage.com’ for visitor ‘jan@snapengage.com’):

We also updated the account information display for Hubspot accounts connected with this integration. Information like Account Owner, Hubspot Score and Lifecycle Stage will now appear in the first visitor information tab instead of a sub-tab to make it easier to view:

 

Other Updates:

  • We are now tracking the usage of our tool with Mixpanel analytics to better understand our clients needs and improve the product. If you do not wish to be tracked you can opt out here.
Resolved Issues:
  • We have resolved an issue with the option to delete case data from SnapEngage after sending it to the integration, where data was removed even when the case could not be sent to the integration.
  • Resolved a bug that caused the chat button to become un-responsive and interfered with the mobile optimized chat button after a proactive chat message appeared.
  • We are now preventing redirect loops when signing in Google SSO, to solve an edge case when accessing a restricted viewcase.