# Notes

## 9/22/2022

* Feedback is content is boring and too wordy

### CS Strategy

* Try to collate product data
* Pendo was helpful for click data
* Churnzero has click data, Pendo does it better
* Invest early in CS software - HR uses Churnzero
* Churnzero has a ton of integrations for a holisitic view
  * Which are struggling to adopt
  * Which are doing well
  * NPS feeds into Churnzero
  * Direct from Product Data
  * Zendesk, Salesforce, etc
  * 10% of their score is escalated technical ticket
  * Number of logins in the last week
  * Which products are purchased
* Scale by segment, or ARR as we grow
* When Alaina got there, they had "self-serve" customers that weren't touched
* Churnzero also helped with all of that
* Think about how to have personalized interaction as you scale
* We need to look at our unhealthy customers and _why_ we think they are unhealthy
* We don't need a CS platform
* Looker allowed red or green to show health score
*

## 11/15/2022

### Jeremiah's Concerns with Internal Academy

They haven't debuted the academy as a point of leverage for their customers
Jeremiah has had to shut down conversations with customers because of this reporting.
He can't even report on his own employees

Separate, but similar thread:
Managing attendance button - he didn't know it was added back in
Manually managing attendance is a huge bummer. It takes a lot of time.

A few other items:
He wants to bring his CSMs through the LP in HR Academy - 1 for feedback, 2 to know what's there to share with customers.
He's gotten a lot of feedback and the feedback is quite wide and across the spectrum. However, there are a few trends that are standing out:

1. The search must be run before any results are returned. He wants auto-suggest/results in the search bar. Look at [Hacker Rank's Support Page](https://support.hackerrank.com) for an example. That is Zendesk' search. The ability to filter results will also be really helpful. Logic/Regex based searching - not string literals.
2. The bigger item is rendering the "best" results to the top. If the correct results are showing up at the top, they won't need to filter or use other functions to find their results.
3. This next item he doesn't necessarily agree with or think its the best choice, _but_ it has been brought up a bunch. In an activity you have pre-content info, the content, and post-content info. A lot of their info is why they should care and how to get buy-in from the learner, with a follow up for questions.

* They want the continue button to be available during full screen.
* Instead of the additional info being above and below, but to the right/off to the side.
* By having information on the side, there is no "hidden" information below the video.

## 06/08/2023

### Meeting with ChurnZero around Custom Integration error

Custom Integration Notes:

* Import every hour
* Look for delta - contacts that have been modified or created in last 1.5 hours.

From Allyson:

* What happens if we have a net new contact without an external ID?
  * In this case, that field is null - meaning it wouldn't process the data.

When ChurnZero gets data without any ID it spits out a specific nomenclature on these random accounts.
Something like "account_name.id"

Other integrations:

* SFDC integration is on - which is the source of the AEXID. SFDC _could_ possibly be updating the ID.
* Zendesk
* Pendo

Alaina:

* The id could be "wrong" - that means they aren't a full customer.
* SFDC Id could be coming from the HR db.
* Accounts wouldn't typically have an ID until they become a customer. Which means they wouldn't be in any other system.
