Staircase: Add Severity Indicator on Chrun Risk Signal Insight
Today when you get an alert for a churn risk signal from Staircase, there’s no real gradient on how serious the risk is. A small but potential risk would show up the same as a very high risk (up until the point where it becomes a churn indicator at least). It’s effectively binary.
The AI Risk analyst for the account has a risk level - but this is an account level metric and not a per signal score. And, even though looking into the Risk Reasons surfaced by the “agent”, each individual one has a “Severity High/Medium/Low” that is not translated to the Churn Risk Insights.
General proposal:
- Include a *reportable* severity number/label for each Churn Risk signal
- Number vs label likely isn’t terribly important, but thinking about ST>CS workflows, there is already a High/Medium/Low/Critical framework for CTAs, so following that could be a good start.
It’s critical this is reportable, as the use cases aren’t purely informative to CSMs/Leaders, but operational:
- I may have a Risk Alerts channel but I only want to fire the highest band of alerts there. This is only possible if this is an attribute of the signal.
- I may want to create a CTA, Playbook, Report, or some other automation off of this data, and report by severity and/or only for certain bands. This would again only be possible if this is an attribute of the signal rather than only available in the UI.
- Having a threshold could even let organizations suppress the lowest grade in platform in general, though this wouldn’t always be advised.
- This could also open the possibility of re-surfacing a slightly older risk as increased in severity, rather than a whole new signal. New evidence, same signal? Higher severity, now it gets attention.
In general, I think this would go a long way towards users - especially executives who typically are the deciding voice in signing up/renewing contracts - trust of the system. Right now, all risks are equal, so Staircase (possibly rightfully so) hedging on making a risk notification on a low grade risk looks the same as an all hands on deck issue. When those are compared side by side, the low grade risks look more like mises.
cc
I have a particular example in mind, but would redact it to the point of uselessness posting here, but have provided the feedback to our account team.