Custom Triggers: Automate Notifications and Initiate Action
Custom Triggers can also be set up that activate the A.I. Bot to ping Owners for updates based on specific rules it is assigned. They can be set up using data from a single column, or based on data changes from across multiple columns, including those that sync with external sources.
To determine churn risk, Nicole looks at a customer’s Active Weekly Users, Active Sessions, Time on Site (TOS), Last Seen date, and Customer Tickets data. These metrics are synced across the following systems:
- Active Weekly Users (Google Analytics)
- Active Sessions (internal servers)
- Customer Tickets (Zendesk)
- Time on Site (Google Analytics)
- Last Seen (internal servers)
From Weyland’s historical data, Nicole knows the specific metrics that indicate a churn risk, so she set up a Custom Follow-Up Trigger that notifies her when customers meet any of those criteria.
With this in place, Nicole no longer needs to undertake tedious, manual analyses to determine where she should focus her attention and can, instead, instantly review the details and proactively engage her customers to address any concerns. This would not have been possible before Tonkean. Being able to take this immediate action is key in retaining her customers.