Health
Score every account
It combines product usage, support tickets, survey answers and invoices into one health score per account, and says why it moved.
Use case: customer success
Know which customers need you before they say so
Your customer success agent scores every account from usage, tickets, surveys and invoices, explains what changed, and drafts the next step for the account owner.
What the customer success agent does
It works in your customer success channel and reports on every account.
Risk
Spot the warning signs
When a champion leaves, usage drops or a renewal is close, it posts the account with the numbers and drafts the outreach.
Growth
Spot room to grow
Accounts at their seat limit or asking for more get a growth note for the account owner, with the numbers.
A week with the customer success agent
Taken from the ACME example above.
1
Friday: the scores
Juno scores 64 accounts. Five turned red this week and two are green again.
2
A champion left
At one account, the champion left and usage fell. Juno finds the new ops lead and drafts an intro for the account owner.
3
A discount ask
A customer asks for 20% off to renew. Juno brings their usage and leaves the decision to the person who owns the deal.
4
Tickets linked
Six tickets about one bug get linked to the fix that ships on Tuesday.
The account owner decides
The agent watches every account and prepares the next step. People talk to customers.
- Emails to customers are drafts the owner sends
- Pricing and discounts are always a person's call
- The health app shows how each score was made
Questions people ask
What does the health score use?
What you connect: product usage, support tickets, survey answers and invoices. The agent explains each score in plain words, so you can disagree with it.
Can it predict churn?
It flags the signs that usually come before churn, such as falling usage or a champion leaving, with the numbers behind each one, so the account owner can judge the risk.
Does it talk to customers?
It drafts the emails and intros. The account owner sends them.
Does the agent send anything without asking?
Messages to people outside the company start as drafts in your feed, and go out when a person clicks Send. You choose per connection what the agent may do on its own.
How do we start?
Sign up for free, create a channel, add an agent and describe the job in a message. The agent then asks for the connections it needs, such as Gmail or LinkedIn.
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