Success answers: which customers are healthy, which are slipping, and how well is support serving them? It joins usage, billing and support signals for each paying customer.
Where to find it
In the sidebar, under Dashboards, open Success. Its pages are Health, Usage risk, Revenue at risk, Support, Feature adoption, Churn, Support insights, Support desk and Research.
The pages
- Health: how many customers are in each health band, the bands by week, and Customers at risk with each one's score, the score before and why it moved.
- Usage risk: paying customers with no or low usage in the last 14 days, and the MRR they stand for.
- Revenue at risk: customers who are cancelling, have an unpaid invoice, or renew soon with low usage.
- Support: conversations in 30 days, the share answered by the agent, first reply, time to close, busiest hours and the customers who write most.
- Feature adoption: which features customers use, and how that is changing.
- Churn: who left in the last 12 months, why, and how long they stayed.
- Support insights: an analysis of each ticket: topics, root causes and gaps in the help center.
- Support desk: the queue by age, targets met, and results by category.
- Research: ask "how did we handle this before?" in your own words or paste a ticket link. The answer comes with its sources.
How to read it
- Start on Health. The four bands are Healthy, Watch, At risk and Critical. The arrow under each count compares it with last week.
- In Customers at risk, read the Why column first. It lists the signals behind the score.
- Click a customer's name to open their record.
- On Support insights and Support desk, pick Month, Quarter, Year or Custom.
What the labels mean
- No usage and Low usage describe the last 14 days.
- "n =" under a support number is how many tickets it was counted from.
- "target 1 h · met" means the number is within the target you set.
Good to know
- Numbers come from your billing tool, your product analytics and your support desk.
- Who sees it: people who see Customer success & support, the GM and the Balio team.