A customer health score is a quick summary of how a customer is doing in regard to their experience and engagement with your company. It is represented as a numerical score that is a combined aggregate of major key performance metrics.
Supportbenchs robust healthscoring feature is designed to make your organization more proactive, allowing you to quickly and efficiently assess a clients needs and take the necessary actions to provide the best customer experience possible.
As your company grows, healthscoring becomes an inseparable part of your customer success process, find out why below:
Supportbenchs predictive Healthscoring feature uses multiple metrics to determine just how “healthy” a customer is, giving you the capability to analyze the data you need far in advance, and determine the best course of action to take to avoid churn.. Use Supportbench to provide a whiteglove service your client won’t forget.
Being able to analyze our aggragated health score at a glance allows you to undestand how a customer currently feels about your product. Quickly understand what areas need improvement and how to provide the best customer experience by pinpointing these areas and developing a strong customer-client relationship. Subsequently bridging the gap of understanding and driving desired client outcomes.
This robust feature will also help you understand how much support a client has needed. Although too much support engagement and no engagement is not desired, some engagement is a sign of good health.
Use healthscoring not only to increase performance metrics and establish a strong customer-client relationship, but to also identify expansion oppurtunities. If a customer has a high healthscore and a strong customer-client relationship, but is close to a renewal, use the oppurtunity to identify a possible expansion.
Healthscoring is the simplest way to review leading indicators of retention. It provides you an at-a-glance method to understand how one account is doing, how multiple accounts one CSM owns are doing, or how an entire team or division is doing, especially if you look at the movement of health overtime.
Enabling Health Scoring and Health Risks:
Configuration > Account > Features Modules > Health Scoring – we’ve just added customer health and organizational scoring mechanisms to Supportbench! (It could take up to 24 hours for insights to become available)
In order to see a newly generated Health Score per company:
Configuration > Customers > Companies.
This value represents the overall Health of each company.
View health insights:
Simply click the generated score underneath the Health Score column in order to see metrics such as, NPS, CSAT, CES, average response time and much more.
In order to view organizational health insights:
Configuration > Health Insights – this is great for uncovering any potential organizational problems.
Set companies as Champions, Needs attention or Danger (high risk):
Configuation > Customers > Companies > Click into the company name > Update company > Health Scoring.
Or click on the edit button to the right of the generated health score in the initial companies page (Configuration > Customers > Companies > Edit) – this is great if something important like a renewal is coming up and you want your agents to show a little extra love.
Heres a quick video:
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