Freshdesk Customer Success Account Details page provides a 360-degree view of your customer with detailed information on the account’s activity, revenue history, human interaction, product usage, support history, NPS, and account tasks and processes. It's a centralized place for you to view all the data specific to an account.
Having this data readily available and up-to-date is extremely helpful for every CSM to stay on top of their accounts for communication lookup, process tracking, proactive engagement, and risk mitigation.
Account Details - Overview
The Overview page of the account details is designed to help CSMs develop a quick understanding of each account and their situation based on the relevant account data they care about tracking.
The Overview page layout can be customized to help group account data and surface key attributes.
Custom Account Layout
The account layout can be customized to include tabular sections of additional data associated with the account. These overview tabs gather and showcase detailed information on the account’s activity, revenue history, human interactions, product usage, support history, NPS, risk/churn, and account tasks and processes.
This way, your CSMs can track onboarding status, product usage details, risk of churn, and several other key metrics in ways that make the most sense for that account
Scenario: Churn Forecasting under Risk & Churn tab
Churn is the biggest threat to growth for B2B businesses having recurring revenue models. Therefore, measuring churn is critical to sustained revenue growth. Freshdesk Customer Success surfaces four default account fields to provide a quick way to predict churn and when it is likely to occur, understand the underlying reasons, and provide context around the engagement that leads to churn.
These fields will act as foundational elements for churn forecast reporting for customers who like to forecast churn. For CSMs to edit these fields, admins should uncheck the "Read-only" box in the Management Center.
When enabled, 4 default account fields get added to accounts:
Churn likelihood - This is a dropdown field where CSMs can indicate the likelihood of churn by selecting drop-down values - no risk, at-risk and confirmed churn
Churn reason - This is a three level-dependent field that helps CSMs to add churn reason category, sub-category, and details
Projected churn date - this is a date value for CSMs to enter the projected date of churn for the account
Churn description - This is a multi-line text field to allow CSMs to write more detail about why an account is churning
For immediate access and clarity, these fields can be added as another tab in the Account Overview section (by Admin through Management Center -> Account Settings -> Customize Account Layout -> Add/Edit Pages) and can be tracked/referred easily by CSMs managing the account.
Account Details - Alerts
The Alerts page lists all the alerts and alert tasks that have been triggered for this account.
Account Details - Contacts & Users
Account Details - Communications
Account Details - Documents
Whether it is a QBR deck about this account, or special promotion offered to this account, or a link to this account's SF page, simply pick up the right document type and add the details accordingly. Document type includes both links and files (there is no limitation on the file format you can upload on this page).
Account Details - Financials
The Financials page tracks the history and trend of all financial activities related to this account, including account revenue, invoices, and subscription history.
Account Details - Health Score
The Health Score page gives you detailed information on how an account's health score is calculated and how much score it is getting from each defined health component.
Account Details - Activity
The Activity page tracks the trend of unique users of this account on a daily/weekly/monthly basis and how much time those users are engaging with the product.
Account Details - Metrics
The Metrics page allows you to create and save charts to monitor key metrics trends for each individual account using any available account metrics. You can also load an existing (more advanced) chart created using the Chart Explorer to be filtered on the current account.
Account Details - Modules & Features
The Modules and Features page delves into account engagement with fine-grain product usage data on a per account and per-user basis. Toggle between “Module Usage” and “Feature Usage” to view aggregated usage summary per module and feature.
Account Details - NPS History
The NPS History tab contains the full history of NPS scores submitted by users of this account, including score submit date, user email as well as the comment associated with each score.
Account Details - Support
The Support page allows you to view all the support tickets created for this account and track the trends of key support metrics. Support tickets can either be auto-synced from your choice of 3rd party systems such as Zendesk, Freshdesk, etc., or created manually via the "Add Support Ticket" button on the top right.
Account Details - Tasks
The Tasks page lists all the tasks that are associated with this account with task type, task status, due dates tasks age. You can filter to view only open tasks or previously closed tasks. Click on "View Task" to update/edit each task detail.
Account Details - Goals
The Goals page allows you to view the status of a list of active and completed goals for this account. You can start a new goal or manage existing goals for the account through this page.