Alerts are automated notifications sent to the CSMs to notify them about the metric they are tracking on the alert such as a decline in health score, a decline in product usage, and upcoming renewal. These alerts help the CSMs take timely action on the account and work on the tasks associated with the alerts.
Alerts can be configured for various reasons depending on the business use case within your organization. A list of tasks — called an Alert Playbook — can be associated with the alert that the CSM should complete before closing the alert.
Common Alerts include:
Decline in Health Score
Accounts up for Renewal
Decline in Product usage
Change in Subscription data
Apart from the above list, you may have other custom metrics capturing data about product engagement that can be used to trigger the alerts.
Despite the wealth of data often available in the system, we recommend that you limit the number of alerts created. Having too many alerts created/triggered can result in the CSMs missing out on actioning the most important alerts. By limiting to just a handful of the most important metrics, you can get a good measure of which customers needs attention for specific reasons and action upon them in a timely manner.
Alert task trigger
Alerts do not always need to have tasks associated with it. Some alerts are just to notify the CSM on the account. In such cases, you can set the Alert task deployment to “Manually” which allows the CSM to choose if the alert playbook should be deployed as a task for any given alert from this trigger. Conversely, some alerts require follow-up tasks that need to be completed as part of a standardized process. In such cases, the alert can be configured to automatically deploy the alert playbook as a task.
Depending on your customer base, you wouldn’t have a one-size fit all Alert always. Metrics and thresholds may differ between your Enterprise and SMB customers. Or, you may want to focus on different KPIs along the customer journey.
For example, an alert for decline in MAU would have different thresholds. A decline of 10% would be a major concern for an Enterprise account where the number of users would be 1000 whereas the same might not be a major concern for an SMB account where the number of users are 50.
Within Freshdesk Customer Success, you can create different alerts for different segment of accounts based on the different thresholds. You can select the segments within the Attribute section while configuring an alert.
In the above screenshot, we are filtering for Enterprise tier accounts and checkin for a decline in the MAU over a period of the last 30 days.
Similarly you can segment your alerts based on the different criterias depending on the metric in question. Some alerts would universally hold true for all the accounts, such as Accounts upcoming renewal. In such cases, you can create a single alert and have it applicable for all Active accounts.