New Features
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Churn Dashboards are now available to make it easier for customer success leaders such as the Chief Customer Officer (CCO) to report, analyze and forecast churn.
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Along with the Churn Dashboards, we also introduced the below new Churn fields to help customer success teams track forecasted churns.
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Projected churn - a date field that captured the estimated future churn date
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Churn reason - a dependent dropdown that can capture *why* an account is churning across up to 3 levels of dependency.
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Churn likelihood - for CSMs to flag accounts as either at-risk or confirmed churning.
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Churn description - a multi-line text field for CSM to add any anecdotal detail about the customer’s decision to leave.
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We have added Region and Product as default account fields to power up your Freshsuccess dashboards, including the new Churn Dashboards.
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We now support Freshcaller integration to allow CSMs to view and play back customer calls in Freshsuccess.
Bug Fixes
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There was a delay after closing the Account360 slider before it went away.
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Ticket state filtering in the Communications center did not work properly.