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Gainsight Inc.

Challenge B8: We are seeing churn due to customer service issues

Below you'll find links to resources about Gainsight's Support Risk process, and how to implement similar processes in your own org.

Prep Work & Vault Assets

Below is the prep-work for this tutorial, with optional resources to download from Vault. Gainsight has provided three examples of how you could use your support data to track customer support health based on one of the following: Volume of Tickets, Durations of a Ticket, and Escalated Tickets. You can make any necessary edits to these assets to fit your business needs.

CTA: Develop CTAs to alert CSMs of Support issues

Scorecard: Develop Rules for your Health Scorecard based on the Risk Management Framework:

Configuration Resources

In this section, we’ll guide you through implementing the business challenge process. It’s important to keep in mind that every customer instance is unique; while following these examples you may need to make customizations to suit your business processes.

Step 1Configure Scorecard Rules for Support Risk

Step 2Build a Dashboard to Track Detractors

  • Benefit: Track detractors, and understand their comments so that CSMs can quickly respond to NPS responses.
    • Administration > Report Builder
    • Build 2-3 reports to track risks
    • Add Reports to Layout
    • One example of a report, entitled Sponsor Risk Report, can be found below


Next Steps

You’ve now built 1 (or more) risk processes to help monitor customer risk and proactively engage with customers at the right time. Continue to build out your Risk Framework by following these additional tutorials:

  • Do you need a way to better manage customer satisfaction and sentiment issues? Review V3D challenge B6.
  • Are you seeing high churn in accounts where you loss a key contact? Review V3D challenge B7.

Additional Best Practices Resources

The following resources may be most useful for your VP of CS and CSM team:

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