Introducing the Confusion and Billing Issue Signals

Joel Passen
January 31, 2023
2 Min Read
Sturdy Signals

We’re fired up to announce the launch of two new Signals designed to help customers gain more insights about their customers. Inspired by Sturdy’s existing customers and developed by our data engineering team, the new underlying language models detect when end users are confused and having trouble with billing-related matters. 

The addition of these two new Signals brings the total number of Signals available to Sturdy customers to 20. Sturdy customers will be able to take advantage of these new Signals on Feb 1, 2023.  

Confusion

This signal detects when a customer indicates that they are confused about what is happening or unsure about how to accomplish something.

For example, when a customer says something like, “we have no idea what is causing this,” in a support ticket, a signal is being sent. The customer is confused. They are asking for help. Maybe this is an isolated issue. Maybe this customer needs more training. Regardless, it’s an opportunity to engage. Furthermore, if your customers are often confused, it indicates opportunities to improve both your product and services. 

Billing Issue

This signal detects when there is an issue regarding billing or payment processing.

For example, when a customer gets or responds to a message like, “this is to inform you that our attempt to collect your payment has failed”, a signal is being sent. Maybe they didn’t receive their invoice, and it’s a matter of having the wrong billing information. In this case, a simple fix is in order. Otherwise, this could indicate a larger problem associated with the relationship of the account.  Or, if your company receives lots of billing issue Signals, it likely means that you have an internal process that needs to be revamped. 

Discovering, classifying, and escalating customer Signals at the right time helps teams understand what needs attention — now. Move over surveys, sentiment, and health scores. This is real actionable stuff— the stuff your team needs to work on now.  In today’s competitive SaaS environment, the most successful companies are learning to “listen” and interpret the Signals that their customers are giving them about their products and services. The category-leading companies are doing this at scale - automatically with Sturdy.  

Catch your interest? Want to see how it works? Get in touch

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