Outcomes Customer Support Teams Achieve
Workflows for Customer Support Teams
From ticket resolution to proactive outreach, Product Success Agent gives you the context you need.
Instant Customer Context
Get the full picture before responding to any ticket.
- Pull account info, contract details, and billing status instantly
- See recent product usage and feature adoption
- View previous support interactions and resolutions
- Check account health score and any existing risk flags
Slack Support Tracking
Keep track of support conversations across channels.
- See all open Slack threads with customers
- Track response times and SLA compliance
- Identify unanswered questions needing attention
- Connect Slack conversations to CRM records
Escalation Intelligence
Know when to escalate and who needs executive attention.
- Flag accounts with repeated support issues
- Identify patterns that correlate with churn
- Alert CS team when support volume spikes for an account
- Track escalation history and outcomes
Proactive Support
Reach out before customers experience problems.
- Identify accounts with declining usage patterns
- Spot customers not using key features
- Draft outreach offering help or training
- Track proactive intervention success rates
Support Analytics
Understand trends and patterns in support requests.
- See which accounts generate the most tickets
- Identify common issues by account segment
- Track resolution times and satisfaction
- Spot opportunities for self-service content
A Day in the Life with Product Success Agent
Queue review
Check incoming tickets. For each one, instantly see the customer's health score, contract value, and recent usage—no tab switching needed.
Context-rich response
Customer reports a bug. You see they're a high-value account with declining usage. Escalate immediately and loop in CS with full context.
Proactive outreach
Usage Checker shows 3 accounts haven't logged in this week. Draft helpful check-in emails offering a training session.
Slack support sweep
Review Unthread dashboard for unanswered Slack threads. Catch a frustrated customer before they escalate—turns into a quick win.
Pattern identification
Notice 5 tickets this week about the same feature. Flag for product team with usage data showing which accounts are affected.
Support + Success Alignment
Signal Churn Risk
Support patterns are leading indicators of churn. When an account's ticket volume spikes or sentiment declines, the CS team gets an automatic alert with full context.
Shared Context
When CS hands off an account or support needs to escalate, everyone sees the same customer data: health score, usage, billing, and interaction history.
Connects to Your Support Stack
Pull data from the tools you already use