When setting up a custom workflow the main aspects I tend to focus on are the completion rate and looking into which paths most users are going to see possible areas where additional proactive support can be offered.
My question to you is what aspects do you and your team focus on and what goals are you setting for your workflows? I would love to know the different strategies everyone is using!
We focus on drop-off points, user intent, and resolution time to optimize workflows. Tracking where users disengage helps refine messaging, and we aim to increase automation while keeping responses human-like. A/B testing different flows also gives great insights. What’s your top priority?
Awesome!
I tend to look at similar things like user engagement and where they drop off. I find that making it easier for the user to contact the support team rather than hiding the option seems to decrease the drop offs while still keeping a high number of conversations from being escalated to support agents.
What’s your process of A/B testing the workflows?
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