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Proactive Support & Churn Prevention Tickets

User Journey Visibility​

JIRA-SUPPORT-001: Implement Full User Journey Logging​

Description: Having proper logging will actually help significantly to be able to know exactly what the user experience is, so to have full visibility into the logging and to know for a user what errors they reached.

Tasks:

  • Implement comprehensive mobile logging
  • Track all user actions and navigation
  • Log all errors with full context
  • Record integration connection attempts
  • Track test attempts and outcomes
  • Log performance metrics per user
  • Create user session recording

JIRA-SUPPORT-002: Build Proactive Support Dashboard​

Description: Even the customer support when somebody reaches out to know exactly what was the problem that the customer experienced. Not only that, you can even proactively reach out and even have a platform for customer support to know this.

Tasks:

  • Create real-time user monitoring dashboard
  • Show current user struggles in real-time
  • Display error patterns per user
  • Build alert system for struggling users
  • Create user health score algorithm
  • Implement proactive outreach triggers
  • Design support intervention workflows

Churn Prevention​

JIRA-SUPPORT-003: Identify At-Risk Users​

Description: Identify customers that are about to churn because of issues. For example: somebody stopped, they made a test, the test failed - we need to know that the person stopped after a test.

Tasks:

  • Define churn risk indicators
  • Track failed test → no retry pattern
  • Monitor integration disconnection → no reconnect
  • Identify login failures → abandonment
  • Track app uninstall signals
  • Create churn prediction model
  • Build at-risk user alerts

JIRA-SUPPORT-004: Track Success After Issues​

Description: We need to know if they were able to succeed. If they were able to succeed after issues, that is actually nice, it's good. Need to track recovery patterns.

Tasks:

  • Track retry success rates
  • Monitor issue resolution paths
  • Measure time to success after failure
  • Identify users who overcome issues
  • Create success pattern analysis
  • Build resilience scoring
  • Document successful recovery paths

JIRA-SUPPORT-005: Implement Proactive Interventions​

Description: Create systems to proactively help users before they give up or churn.

Tasks:

  • Build automated help triggers
  • Create in-app guidance for common errors
  • Implement proactive chat outreach
  • Send helpful emails after failures
  • Create recovery path suggestions
  • Build smart retry prompts
  • Design intervention success tracking

JIRA-SUPPORT-006: Create Customer Health Monitoring​

Description: Build comprehensive system to monitor overall customer health and engagement.

Tasks:

  • Define customer health metrics
  • Track engagement frequency
  • Monitor feature adoption
  • Measure integration usage
  • Track test completion rates
  • Build health score dashboard
  • Create health-based segmentation
  • Implement health trend alerts