Sturdy releases new business Signal - Response Lag

Joel Passen
January 26, 2022
2 Min Read
Sturdy Signals
The Response Lag signal calls out when customers are waiting for responses from customer-facing teams and are chasing your associates for updates, actions, access, etc.

Sturdys newest business signal is live in customer accounts. The Response Lag signal calls out when users are waiting for responses from customer-facing teams and are chasing your associates for updates, actions, access, etc. How do we do this? We start by ingesting every customer communication (emails, tickets, calls, chats, etc.). Then we use NLP/AI to discover signals like Response Lag. Next we transmit those signals to the people and systems so action can be taken.

While top line monetization opportunities tend to get the attention, often the biggest, near-term lift for B2B SaaS and SaaS-enabled businesses is operational in nature. The Response Lag signal gives managers insights into areas for service improvement and illuminates coaching opportunities that, ultimately, help to foster better relationships with customers. 

Next up is our Security signal. It detects when Customers indicate in their conversation some sort of security concern, like: “Have you had a data breach?” Appropriately, look for the red customer signal called Security. 




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