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GTM Metric

Measure support impact on retention

Track the relationship between support interactions and customer churn rates. Effective support significantly reduces churn while poor support accelerates it.

Support-to-Churn Ratio Dashboard

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High Support Churn Rate
18%
-28%
Medium Support Churn Rate
8%
-33.3%
Low Support Churn Rate
3%
-40%
Support Satisfaction
4.2/5
+10.5%
Trend Analysis
Current
Connected to Zendesk
Updated 2m ago

Why Support-to-Churn Ratio Matters

Essential insights for optimizing your go-to-market strategy

Key Insight #1

Quality support can reduce churn by 60% even for high-volume accounts

Key Insight #2

First response time under 2 hours improves retention by 35%

Key Insight #3

Self-service options reduce support volume while maintaining satisfaction

How to Calculate

Formula

Churn Rate by Support Ticket Volume Categories

Benchmarks

Industry Average:High Support: 20-30%
Good Performance:High Support: 10-20%
Excellent Performance:High Support: <10%

Trend Analysis

Implementation Guide

How to track this metric effectively with Airbook's integrated platform

1. Connect Your Data

Connect your CRM, marketing tools, and analytics platforms with Airbook's 150+ connectors. Data syncs automatically and gets transformed into analysis-ready tables.

2. Build Your Analysis

Use our collaborative workspace to calculate this metric with SQL or no-code tools. Create segments, time periods, and cohort analyses across all your data sources.

3. Track & Act

Build auto-refreshing dashboards, set up threshold alerts, and track trends over time. Share insights across teams and trigger actions based on your metrics.

Effortless, direct connections

Access clean, actionable data from business tools, databases, and data warehouses—anytime, anywhere

Ready to Track Support-to-Churn Ratio?

Connect your data sources, automate support-to-churn ratio calculations, and get real-time insights to optimize your customer retention.

MAKE YOUR MOVE
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